Start by finding the transfer’s transaction ID (TxID or hash) and checking it on an explorer for the network actually used. That shows whether the transfer was broadcast, is still pending, failed, or confirmed. Then compare the result with the sending and receiving platforms’ statuses: a confirmed blockchain transaction can still be waiting for an exchange to credit it.
Gather the transfer details before taking action
Do not send the transfer again just because a balance has not updated. First establish whether the original transaction exists and where it stopped.
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- Ask the sending service for the TxID/hash, coin or token, network, amount, destination address, and transfer time.
- Note the withdrawal or deposit reference shown by each platform, if available.
- Check the transaction on a blockchain explorer for the network used. A hash from one network will not provide a useful status check on a different network.
Coinbase and KuCoin both direct users to locate the transaction hash and inspect its blockchain status. Coinbase’s explanation of transaction hashes and KuCoin’s deposit troubleshooting guidance describe those checks.
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| What you see | What it means | What to do |
|---|---|---|
| No TxID, or the hash has no record on the relevant explorer | The withdrawal may not have been broadcast successfully, or the supplied hash may be wrong. | Contact the sending platform and ask it to check the withdrawal. KuCoin says an absent deposit TXID may indicate an unsuccessful transfer; Binance also uses the TxID to inspect transaction status. KuCoin guidance; Binance withdrawal guidance. |
| Pending, processing, or below the recipient’s confirmation threshold | The network may still be processing the transaction, or the receiving platform has not yet seen enough confirmations. | Check the receiving platform’s current requirement for that exact asset and network. If the transaction remains unconfirmed, ask the sending platform to investigate. |
| Confirmed on-chain, but no deposit appears | The network has recorded the transaction, but the receiving service may still need to credit it or review the deposit. | Verify the destination address, network, asset, and any required memo/tag against the recipient’s deposit instructions. Check account alerts and deposit status; contact the receiving platform if the details match. |
| Wrong address or network, or a required memo/tag was omitted | The recipient platform may be unable to identify or access the transfer as a normal deposit. | Contact that platform promptly through its official support channel. Recovery is not guaranteed and may not be possible. |
If there is no transaction on the blockchain
If the sending service has not provided a TxID, or the hash cannot be found on the explorer for the stated network, begin with the sender—not the recipient. Ask whether the withdrawal was submitted, rejected, or is still waiting inside the service. If the sending platform says it was sent, request the correct TxID and network before taking further action.
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If the transaction is pending or under-confirmed
A transfer can remain pending at the exchange while it waits for network confirmations. The receiving platform sets its own credit threshold, and there is no universal confirmation count for every asset, network, and service. Check the recipient’s current deposit instructions rather than applying a number from another coin or an old support page.
Platform timings are context, not guarantees. Coinbase says some node-synchronization delays are usually under an hour; KuCoin says processing after sufficient confirmations can take up to two to three hours. Those are platform-specific statements, not general deadlines. Coinbase pending-transaction guidance; KuCoin deposit troubleshooting guidance.
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For example, Coinbase Exchange’s documentation accessed in 2026 showed a setting of two network confirmations for BTC. That is an example of Coinbase’s setting, not a Bitcoin-wide rule. Coinbase Exchange crypto transfer documentation.
If it is confirmed but the deposit is missing
- Match the details: compare the explorer’s destination address and network with the recipient platform’s deposit page for the same asset. Check that the platform supports that asset on that network in your region.
- Check for an additional identifier: some deposits require a memo, tag, or comment in addition to the address. Confirm whether the deposit instructions called for one and whether the sender included it.
- Review account notices: look for identity requests, account alerts, deposit holds, or an exchange status such as processing. Kraken’s labels include Pending/Processing, Credited, Successful, and On hold; labels differ between services, and Kraken says an On hold deposit requires support review. Kraken deposit status guidance.
- Contact the recipient: if the on-chain details are correct but the deposit remains absent after the platform’s stated confirmation and processing window, contact its official support team with the evidence.
Coinbase says some requested account actions can delay credit and states that crypto receives may be credited within three to five business days after those actions are completed. That interval applies to Coinbase’s described cases, not to other exchanges or all deposits. Coinbase also warns that unsupported assets or networks may be lost, though support may have recovery options. Coinbase guidance for deposits not received.
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If the address, network, or memo was wrong
Contact the recipient platform as soon as possible and give it the transaction details. A token that exists on multiple networks must be sent using a network the receiving platform supports for that asset; a familiar-looking address does not by itself prove the network was correct. If the deposit instructions required a memo, tag, or comment, an omission or error can prevent the service from crediting the deposit. OKX wrong-address and network guidance; OKX withdrawal troubleshooting.
Do not assume a transfer can be reversed. OKX says recovery is not guaranteed for an incorrect address or network, and Coinbase says it cannot recover funds sent on the wrong network. Some unsupported transfers may be lost. Use only the platform’s official app or help center; never give anyone your seed phrase, private key, password, or one-time code, and do not grant remote access to your device.
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Contact the platform that can act on the problem
- No TxID or withdrawal not submitted: contact the sending platform.
- TxID exists but remains unconfirmed: the explorer shows what is publicly visible; ask the sender to investigate why it has not confirmed.
- Confirmed, correct destination and network, but no credit: contact the receiving platform.
- Deposit on hold or account action requested: follow the recipient’s account notice and contact its support team if needed.
- Wrong network/address or missing memo/tag: contact the recipient platform promptly, without assuming recovery is possible.
Send support the TxID/hash, asset, network, amount, public sending and receiving addresses, memo/tag if used, approximate time, and the platforms’ withdrawal/deposit reference numbers. A screenshot of the status can help; obscure unrelated personal details. Never send private keys, seed phrases, passwords, or authentication codes. Use the app or help-center domain you normally access directly, since support procedures vary by platform.
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