Crypto deposit not detected? Verify the chain before sending again
A wallet can report sent before the exchange detects a valid deposit. First prove where the transaction was broadcast, which asset moved, whether the current order address received it and how many confirmations it has.
Reviewed September 1, 2026 · General guidance, not a promise of recovery
DIAGNOSIS FIRST
Identify what actually happened
Deposit detection is a matching problem. The provider watches one blockchain address for one asset and order. A transaction on another network, a token with another contract, an expired address or a missing memo can confirm publicly without matching the order automatically.
SAFE NEXT ACTIONS
Work through the evidence in order
- 01Open the source transaction hash in the explorer for the network actually used.
- 02Compare its destination with the complete deposit address on the current order.
- 03Confirm the asset or token contract and any memo or tag.
- 04Check whether the transaction is pending, confirmed or failed on-chain.
- 05Keep the original order open and provide evidence if the tracker does not progress.
KEEP THIS EVIDENCE
- Private order ID or tracking link
- Source transaction hash
- Actual network and token contract
- Amount and destination shown by the explorer
STOP BEFORE YOU DO THIS
- Do not pay a second order to replace the first.
- Do not reuse another deposit address.
- Do not share a seed phrase or private key.
SITUATION-SPECIFIC FAQ
Answers before you escalate
Open a ticketWhy can the wallet and exchange show different statuses?
The wallet reports blockchain broadcast or confirmation, while the provider also checks the expected address, asset, network, order and confirmation threshold.
Does refreshing the tracker create a duplicate order?
No. Refreshing the existing private tracker does not create or fund another exchange.
What if the hash is not found?
Confirm that the wallet actually broadcast the transaction and that the explorer matches the selected blockchain.
CONNECTED REFERENCES