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First, find out whether the transfer is still waiting for blockchain confirmations or the receiving exchange has put it on hold. Check the transaction hash on the explorer for the exact network, compare the transfer with the exchange’s deposit instructions, and follow the status shown in your account. Don’t send a second payment to try to fix the first one.
Start by identifying where the deposit is stuck
A crypto deposit can be delayed before it reaches the exchange, while the exchange waits for confirmations, or during a review by the exchange. Those states call for different next steps. Record the asset and amount, sending wallet or service, receiving exchange, network, destination address, any memo or tag, approximate time, transaction hash (TXID), and the exact status shown in your account.
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| What you see | What it may mean | What to do next |
|---|---|---|
| No transaction found on the network explorer, or zero 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. Do not initiate another transfer just because the first is missing. |
| Transaction has confirmations, but fewer than the exchange requires | The exchange may still be waiting for its own confirmation threshold. | Check the receiving exchange’s asset-specific deposit status and wait for its stated requirement. |
| Transaction is confirmed, but the exchange has not credited it | The exchange may not support the asset or network used, or there may be a deposit-detail or account issue. | Compare the transaction with the exchange’s deposit instructions and account alerts; contact its official support if the details appear correct. |
| Account says “On hold” or similar | The receiving service may be conducting a manual review. | Check account messages and contact the exchange through its official support channel. |
| Account says “Rejected” or “Failed” | The service has not accepted the deposit, but the status alone does not establish whether funds will be returned or recoverable. | Keep the TXID and failure message, check the deposit details, and ask the receiving exchange what options apply. |
Check the transaction on the correct blockchain
Get the TXID from the sender or sending service and open it in a reputable blockchain explorer for the network actually used. A transaction hash identifies a public-chain transaction; it does not by itself prove that the receiving exchange supports that asset and network or has credited the funds.
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Coinbase’s pending-transaction guidance identifies insufficient confirmations, high network volume, temporary synchronization problems, and network rejection among possible reasons a transaction may remain pending. If the explorer does not show the transaction or it remains unconfirmed, ask the sender or sending platform to investigate. The receiving exchange cannot credit a transfer it has not received or accepted.
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Confirmation thresholds vary by service and asset. Binance’s deposit guidance, updated in 2025, gives Bitcoin as an example: Binance says it requires at least two confirmations before unlocking a deposit, even though one confirmation may already appear on the network. That is a Binance-specific example, not a universal threshold.
Compare a confirmed transfer with the deposit instructions
If the explorer shows the transaction as confirmed but the funds are missing, check the actual transfer against the receiving exchange’s instructions for that asset and your region. Binance lists unsupported tokens or networks, incorrect addresses, missing memos or tags, deposits below the minimum, and wallet maintenance among possible reasons a deposit may not be credited.
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- Asset and network: Confirm that the receiving service supports both the token and the precise blockchain network used. A token with the same name may exist on multiple networks, and support for one does not establish support for another.
- Destination address: Compare the recipient shown in the transaction with the address the exchange provided for that deposit. If they differ, contact the receiving exchange with the TXID.
- Memo, destination tag, or reference: Some deposits require an additional identifier. Check whether the asset’s instructions required one and whether it was included correctly.
- Minimum amount and deposit availability: Check the exchange’s current minimum and whether its wallet was accepting deposits when the transfer arrived. If the exchange reports maintenance, follow its notice or ask support how deposits received during that period are handled.
Coinbase warns that funds sent using an unsupported asset or network may be lost, and Binance warns that unsupported deposits or incorrect or missing memo details may result in loss. Recovery is not guaranteed; the receiving platform determines whether it has any recovery route.
Follow the status in your exchange account
Pending, processing, or confirming
Check the explorer and the exchange’s required confirmations. If the transaction is still unconfirmed, follow up with the sender. If it is confirmed, check the exchange’s deposit status page and account alerts, then verify that the asset and network are supported.
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Credited, but withdrawals are unavailable
Some services may make a deposit available for one purpose before it is available for another. Kraken’s deposit-status definitions distinguish “Credited” from “Successful”: a credited deposit may be available for trading while withdrawals remain locked until more confirmations arrive. Follow the state and requirements shown by your own exchange.
On hold
An exchange hold is different from a transaction still confirming on the blockchain. Kraken defines “On hold” as a deposit that must be manually checked by support. Its hold guidance says some holds release automatically while others need support intervention; some held deposits may be returned. The page also discusses possible hold conditions such as limits, verification, and duplicate deposits across deposits and withdrawals generally, so those examples do not diagnose a specific crypto deposit. Contact the receiving service through its official, authenticated support channel and check for account requests.
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Rejected or failed
Save the TXID and exact error or status message. Recheck the asset, network, address, memo or tag, minimum, and any maintenance notice, then ask the receiving exchange what the rejection means and whether a return or recovery route exists. There is no universal refund outcome.
Prepare a useful support request
Use the support link reached through the exchange’s official website or authenticated app. Include the TXID, asset and network, amount, approximate timestamp, status shown, and any case or reference number. Provide the destination address if requested by the official support form; avoid posting addresses or account screenshots publicly because they can reveal activity.
Coinbase’s receive troubleshooting guidance advises checking account messages, confirming the network and address against the sender’s explorer link, and completing requested identity or account steps. Coinbase says crypto receives should be credited within 3–5 business days after requested actions are completed. This is Coinbase-specific guidance, not a deadline for other exchanges.
Quick Recap
Protect your account while the issue is unresolved
- Do not share your seed phrase, private key, password, or one-time authentication code with anyone claiming to help.
- Ignore unsolicited direct messages and paid “recovery” offers. Reach support through the exchange’s official website or authenticated app.
- Do not send an additional transfer as a general remedy. Confirm what happened to the original transaction with the sender and receiving service first.
- Keep the TXID and relevant account messages for your support case, and share them only through an official support channel.
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