Crypto deposit not found: what to check
A deposit that is not showing yet is almost always in one of three states: still collecting confirmations on its network, sent on a different network than the order asked for, or sent to the address of a different order. The block explorer tells you which one within a minute, and it is worth checking before writing to anyone, because the answer changes what happens next.
First: has the network confirmed it?
Paste your transaction hash into a block explorer for the network you actually sent on. If it shows as pending or has fewer confirmations than the order page asks for, nothing is wrong and nothing needs doing — the wait is the network, not us. Bitcoin and Monero take the longest, and a busy network takes longer still.
Second: is it the network the order asked for?
The same ticker exists on several networks, and the address formats overlap enough that a transfer can succeed on the wrong one. Compare the network named on your order page against the network in the explorer you just used. If they differ, the deposit is real but it is not where the order is looking.
Third: is it the address this order gave you?
Every order gets its own one-time deposit address. Sending to an address from an earlier order does not credit the new one. Compare the destination in the explorer against the address on the order page, character for character at both ends.
What we can and cannot see
We watch the address your order issued, on the network your order named. A transfer that landed somewhere else is not invisible to the blockchain, but it is invisible to that order, which is why the transaction hash is the thing that moves a support case forward rather than a description of it.
What to gather before writing
- The order id, from the address bar of your order page.
- The transaction hash of your deposit, copied from your wallet or from a block explorer.
- The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
- The address you sent from, and a wallet you still control to receive a return.
What to do now
- Open your order page. It is the single place the status is true, and it updates itself.
- Write to support with the evidence above. A person answers within 24 hours.
- None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.