Help Center guide
How to Fix a Stuck Transaction
Most delays require checking the source transaction, asset, network, and receipt before contacting support. Follow these steps in order and avoid creating a second deposit.
Step-by-step
- 1
Confirm the source hash and current route receipt.
- 2
Check whether the source transaction has the required confirmations.
- 3
Verify that the exact requested asset, amount, network, and deposit address were used.
- 4
If unresolved, contact support with the order ID, hash, route, amount, timestamp, and screenshots.
Safety warning
Never share a seed phrase or private key with support, and do not resend funds unless the active route explicitly instructs you to.
Common mistakes
- Sending a second deposit
- Assuming pending means failed
- Omitting the source hash from a support request
Related FAQs
My transaction is stuck. What should I do?
1. Check the receipt and source transaction hash. 2. Confirm whether the source transaction has the required confirmations. 3. Verify that you sent the correct asset and network. 4. If it remains unresolved, contact support with the order ID, hash, route, amount, and timestamp. Do not send a duplicate deposit.
Open in Help Center →My deposit is not detected.
Confirm that the transaction was sent to the current deposit address on the requested network and that it has enough confirmations. If those details match, wait for route detection and then use the receipt or support with the source hash.
Open in Help Center →What information should I provide to support?
Provide your order ID, source transaction hash, source and destination networks, asset, amount, receiving address, timestamp, and a clear description of the issue. Never send a seed phrase, private key, or full recovery phrase.
Open in Help Center →Related Help Center guides
Need the transaction interface? Check transaction status.