Use this troubleshooting sequence when a crypto exchange is pending: verify the hash, confirmations, amount, network, and payout.
Why this matters
A delayed order does not always mean lost funds. The payment may still be in the mempool, waiting for confirmations, detected with a different amount, queued for payout or held because the receiving network is congested.
Troubleshooting works best when you separate the deposit stage from the payout stage. The sending hash answers whether the service received a valid payment; the payout hash answers whether the destination network has delivered the result.
Practical checklist
- Open the order page and note its current status and required confirmations.
- Check the sending hash on the correct explorer and compare address, network and amount.
- If a payout hash exists, inspect it on the receiving network instead.
- Wait through the stated processing window without sending a duplicate payment.
- After the window, contact support with order ID, both hashes and a concise description.
Common mistakes
Do not share passwords, seed phrases, login codes or private keys. Screenshots alone are less useful than a copyable order ID and transaction hash. Avoid creating a second order for the same transfer or sending extra funds unless support explicitly asks.
Bottom line
Identify the stage first, then provide verifiable identifiers. A structured report helps support distinguish network confirmation delays from an order or payout issue.