Transaction hash, order ID and private tracker are not the same
A transaction hash identifies an on-chain transfer. An order ID identifies the exchange workflow. For support, retain the order ID and the relevant deposit or payout hash while keeping the private tracking token secret.
Reviewed September 11, 2026 · General guidance, not a promise of recovery
DIAGNOSIS FIRST
Identify what actually happened
One exchange can have a source deposit hash and a separate destination payout hash. The order ID connects those transfers to the selected route and processing record. A block explorer cannot look up an internal order ID, and an order tracker cannot replace blockchain evidence.
SAFE NEXT ACTIONS
Work through the evidence in order
- 01Save the order ID and private link on the confirmation screen.
- 02Find the deposit hash in the source wallet after broadcast.
- 03Find the payout hash in the tracker after payout broadcast.
- 04Open each hash in the explorer for its own network.
- 05Provide the order ID and only the relevant public hash for review.
KEEP THIS EVIDENCE
- Private order ID
- Source deposit transaction hash
- Destination payout hash when available
- Asset and network attached to each hash
STOP BEFORE YOU DO THIS
- Do not paste an order ID into a block explorer.
- Do not publish the private tracking token.
- Do not confuse a wallet address with a transaction hash.
SITUATION-SPECIFIC FAQ
Answers before you escalate
Open a ticketCan a block explorer find my order ID?
No. A block explorer indexes public blockchain data, while the order ID belongs to the exchange workflow.
Can one order have two transaction hashes?
Yes. A cross-network exchange normally has a source deposit hash and a separate destination payout hash.
Is a transaction hash secret?
It is public blockchain data, but combining it with a private tracking link can expose more context than needed.
CONNECTED REFERENCES