Resolution guide
Gathering the right information when an exchange gets stuck
Identify the step concerned, keep supporting documents and formulate a usable request without multiplying operations.
The short answer
Start by identifying where the funds are in the journey: sending in preparation, transaction broadcast, deposit under review or payment recorded. Keep the references and do not make a second transfer to try to unblock the first.
Locate the problem in the process
Open the exchange from your account and note its exact state. Distinguish an unavailable quote, a withdrawal still being prepared in your wallet, a deposit in confirmations and a recorded payment. These situations do not require the same checks. Also consult the status page to spot an already reported service unavailability.
| What you observe | What to check | What to avoid |
|---|---|---|
| Withdrawal still being prepared on a platform | The withdrawal history and the existence of a usable transaction identifier on the chosen network. | Assuming that a transaction is already visible on the blockchain. |
| Transaction broadcast but deposit absent | The network, address, amount, hash, and latest tracking status. | Resend the same amount to speed up detection. |
| Deposit under manual review | The exchange message and the items requested for its review. | Spontaneously compensating for an amount difference. |
| Payment recorded but not received | The external reference, beneficiary, currency, amount, and date. | Confusing the payment record with the actual account credit. |
Keep the facts before doing anything else
Gather the exchange reference, amounts, network, transaction identifier, and relevant dates. If it concerns fiat receipt, add the displayed payment reference. Note the exact error message and the action that preceded it. This information is more useful than a succession of new attempts without context.
- Exchange reference and displayed status.
- Amount, network and transaction ID for a deposit.
- Payment or refund reference when it exists.
- Message encountered and action performed just before.
Avoid adding a movement to the situation
Do not resend crypto to compensate for an undetected deposit or an incorrect amount without verified instruction. Check the history before recreating a transaction after a screen interruption. In case of wrong network or different address, keep proof of the transfer: no recovery should be assumed possible.
Describe your request through the official channel
Use the official contact details available on the site and present the facts in order: exchange concerned, action taken, result observed and verification already performed. Never transmit your password, private key or recovery phrase. Keep a copy of your request and consult the complaint procedure if necessary.
Points to check
- I noted the exact status and the exchange reference.
- I have kept the hash, network, amount and dates, or the payment reference.
- My message contains no password, private key, or recovery phrase.
Questions about this guide
Do I need to send crypto again to unlock the transaction?
No, not without verified instructions specific to your exchange. A second transfer may complicate the situation and does not automatically correct a wrong network, an expiration, or an amount difference.
Someone asks for my recovery phrase: what should I do?
Do not share it. It allows access to wallet funds and is not necessary to describe an incident. Stop the exchange with that person and check the contact methods from the site you opened yourself.
Does the Contact form already transmit my request?
This form prepares a message you can copy. No ticket is created and no message is sent automatically.
Sources and references
- Contact methods for this version
Preparing a request, without automatic submission.
- Protecting the recovery phrase
Information never to provide for a support request.