First, find out whether the transaction is still waiting for blockchain confirmations or the receiving exchange has placed it on hold. Check the transaction hash (TXID) on the explorer for the exact network used, then follow the instructions for the status shown in your exchange account. Don’t send a second transfer to try to fix the first.
Gather the details before troubleshooting
Record the asset and amount, sending wallet or service, receiving exchange, network selected, destination address, any required memo or tag, approximate transfer time, TXID, and the exact status displayed by the receiving service. Keep any exchange case or reference number too.
A TXID identifies a public blockchain transaction. Send it and other requested details only through the exchange’s official, authenticated support channel. Never disclose your seed phrase, private key, password, or one-time authentication code to someone offering help.
Check whether the transaction is on the blockchain
- Copy the TXID from the sending wallet or exchange, or ask the sender for it.
- Open it in a reputable blockchain explorer for the precise network used. A transaction on a different network may not appear in the explorer you chose.
- Check whether the transaction was found and how many confirmations it has. If there is no transaction or it remains unconfirmed, contact the sender or sending service to investigate; the receiving exchange cannot credit a transfer it has not received or accepted.
- If confirmations appear, compare them with the receiving exchange’s required threshold for that asset and network. Requirements differ by service and can change. Binance, for example, said in a page updated in 2025 that its platform required at least two confirmations to unlock a Bitcoin deposit, even though one confirmation may appear on the network. That is a Binance-specific example, not a universal rule.
Coinbase says a pending transaction can reflect insufficient confirmations, high network volume, temporary network synchronization problems, or network rejection. Its guidance recommends checking the hash and confirmations, then asking the sender to investigate if the transfer remains unconfirmed: Coinbase: Why is my transaction pending?
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Match the transfer to the exchange’s deposit instructions
If the explorer shows confirmations but the balance has not updated, compare the actual transfer with the deposit instructions for the receiving account. Check these details in the exchange’s current guidance, since support can vary by asset, network, region, and account:
- Asset and network: Confirm the exchange accepts that exact token on the network used. Support for a token on one network does not establish support for the same token on another.
- Destination: Compare the recipient address with the deposit address shown by the exchange. Check whether the asset also required a memo, destination tag, or reference.
- Amount: Verify that the transfer met the exchange’s current minimum deposit.
- Wallet availability: Check whether the exchange had suspended deposits for wallet maintenance when the transfer was made.
Binance lists an unsupported token or network, an incorrect address or missing memo, a deposit below the minimum, and wallet maintenance among possible reasons a deposit may not be credited. See its deposit troubleshooting guidance for the service’s instructions. Coinbase also warns that sending an unsupported asset or using an unsupported network may result in lost funds: Coinbase: Why is my transaction pending? Recovery is not guaranteed; ask the receiving exchange whether it has an available recovery route rather than assuming it can retrieve the funds.
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Respond to the status shown in your account
| Status or evidence | What it may mean | What to do |
|---|---|---|
| No transaction found, or no confirmations | The sender may not have broadcast the transaction, or it may be delayed or rejected by the network. | Ask the sender or sending service to investigate the TXID and transfer status. Don’t send another transfer as a substitute. |
| Confirmations are below the exchange’s threshold | The receiving service may still be waiting for its required confirmations. | Check the exchange’s asset-specific requirement and wait for the status to update. |
| Confirmed on-chain, but missing from the exchange | The deposit may need additional confirmations, or the asset, network, address, memo/tag, minimum, or wallet availability may not match the exchange’s instructions. | Check those details and account alerts. If they appear correct, contact the receiving exchange with the TXID. |
| Credited, but withdrawals are unavailable | A service may show a credit before its withdrawal requirements are met. | Follow the exchange’s status wording and wait until it says withdrawals are available. |
| On hold | The receiving service may be reviewing the deposit manually. | Check account messages and contact the exchange through its official support channel for instructions. |
| Rejected or failed | The exchange has not accepted the deposit, but the status alone does not establish whether funds will be returned or recoverable. | Save the failure message and TXID, verify the deposit details, and ask the receiving exchange what the status means and whether a return or recovery option exists. |
Pending, processing, or confirming
These labels may refer to blockchain confirmations in progress, rather than a staff review. Kraken distinguishes Pending or Processing from On hold: in its deposit-status guidance, Pending or Processing means confirmations are still in progress, while Successful means the required confirmations have been met and withdrawals are available. Check the exact status definitions for your own service: Kraken: Cryptocurrency deposit statuses.
On hold
An explicit hold is different from a transaction still confirming. Kraken describes an On hold crypto deposit as one that has been held for manual checking by support. Its wider hold guidance discusses possible account or transaction flags, but it covers deposits and withdrawals broadly and does not diagnose every crypto deposit: Kraken: Why is my deposit or withdrawal on hold? Some holds may release automatically; others need support intervention, and a held deposit may be returned. Don’t assume it will clear by a fixed deadline.
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Keep the exact error text, TXID, and any notice from the platform. Verify the asset, network, address, memo or tag, minimum amount, and maintenance status, then ask the receiving exchange to explain its specific rejection and whether it can return or recover the funds. No general refund or recovery outcome applies to every rejected deposit.
Contact support with useful evidence
Use the support link in the exchange’s official website or authenticated app. Include the TXID, asset and network, amount, approximate timestamp, current status and error message, and exchange case number if you have one. Provide the receiving address or account details only as the official support form requests; avoid posting screenshots or addresses publicly, since they can reveal personal transaction activity.
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Check account alerts for requests to verify your identity or update account information, and complete legitimate requests through the official account flow. Coinbase says requested verification steps can affect the timing of incoming crypto and advises users to contact support if a delay persists. Its receive guidance says deposits should be credited within 3–5 business days after requested actions are completed; that is Coinbase-specific guidance, not an industry-wide deadline: Coinbase: Why is my transaction pending?
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Ignore unsolicited messages or calls from accounts claiming they can unlock or recover your deposit for a fee. Don’t use phone numbers from search ads or share credentials with anyone claiming to be support. Ask the receiving exchange directly whether recovery is possible; unsupported assets, networks, or deposit details may be unrecoverable, and no service can be assumed to guarantee recovery.
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Until the sender and receiving exchange establish what happened to the original transfer, don’t make another payment to “fix” it. A second transaction does not correct a missing confirmation, unsupported network, or account review, and may create another problem to resolve.
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