First, find out whether the transaction 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-specific steps below. Don’t send a second transfer to try to fix the first.
Pending on the blockchain or on hold at the exchange?
These statuses point to different problems. Kraken describes Pending or Processing as a transaction still working through network confirmations. On hold means its support staff must manually check the deposit. A deposit marked Successful has met Kraken’s required confirmations and is available for withdrawal; other platforms may use different labels and thresholds. Kraken’s status definitions are specific to Kraken.
Before contacting support, record the asset and amount, sending wallet or service, receiving exchange, selected network, destination address, any memo or tag, approximate time, transaction hash (TXID), and the exact status or error message. Use the transaction details supplied by the exchange or sender.
Check the transaction on the right network
Use a reputable blockchain explorer for the exact network the sender selected. The TXID lets you check whether a transaction exists and how many confirmations it has. If there is no transaction or it is still unconfirmed, contact the sending wallet or exchange: the receiving platform cannot credit a transfer it has not received or accepted. Coinbase notes that a pending transfer can result from insufficient confirmations, network congestion, synchronization problems, or rejection by the network. Coinbase’s pending-transaction guidance explains its process.
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Confirmation requirements vary by asset and service. For example, Binance’s deposit guidance, updated in 2025, gives Bitcoin as a case where Binance requires at least two confirmations before unlocking a deposit, although one confirmation may already appear on the network. That is a Binance-specific example, not a general threshold. Check the receiving exchange’s current instructions for the asset you sent. Binance’s deposit troubleshooting guide describes its requirements.
Compare the transfer with the deposit instructions
If the explorer shows confirmations but the exchange has not credited the deposit, check the transfer against the receiving exchange’s instructions for your region and account. Confirm that the platform supports both the asset and the precise network used. A token with the same name may exist on multiple networks, and support for one does not mean the exchange accepts it on another.
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- Address: Compare the destination address with the address generated for that asset and network. A transfer to the wrong address may be difficult or impossible to recover.
- Memo, tag, or reference: Some deposits need an additional identifier as well as an address. Check whether the exchange required one and whether the sender included it.
- Minimum amount: Check the current minimum deposit for that asset. An amount below it may not be credited automatically.
- Deposit availability: Look for a notice that the exchange wallet was under maintenance or deposits were suspended when the transfer arrived.
Binance lists unsupported tokens or networks, incorrect addresses, missing memos, below-minimum transfers, and wallet maintenance among reasons deposits may not be credited. Coinbase warns that unsupported assets or networks may be lost. Recovery depends on the receiving platform and is not guaranteed. Coinbase’s pending-transaction guidance and Binance’s deposit troubleshooting guide describe these risks.
What to do for each exchange status
| Status or evidence | What it may mean | Next step |
|---|---|---|
| Pending, Processing, or Confirming | Confirmations are still accumulating, or the transaction has a network issue. | Check the TXID on the correct explorer and the exchange’s required confirmations. If the transaction is unconfirmed, ask the sender or sending service to investigate. |
| Confirmed on-chain, but not credited | The exchange may require more confirmations, may not support the asset or network, or may be checking the deposit. | Compare the transfer with the exchange’s current instructions, check account alerts and the service status page, then contact the receiving exchange if it remains missing. |
| Credited, but withdrawals unavailable | The platform may show a credit before its withdrawal confirmation requirement is met. | Follow the exchange’s status wording and wait for the required state. Kraken distinguishes Credited from Successful; that distinction is specific to Kraken. |
| On hold | The exchange is reviewing the deposit or an account-specific issue. | Check account messages and contact the receiving service through its official support channel. Kraken says some holds release automatically while others need support intervention; it does not establish a universal release deadline. |
| Rejected or Failed | The service declined the transfer or could not process it; the reason and return options depend on the platform and transaction. | Keep the TXID and error message. Verify the asset, network, address, memo or tag, minimum, and maintenance notices. Ask the receiving exchange what the rejection means and whether a return or recovery route exists. |
An exchange’s hold or failure status does not by itself establish that funds will be returned. Kraken’s broader hold guidance discusses possible account and transaction flags, but it covers deposits and withdrawals generally; it is not a diagnosis of every crypto deposit hold. Kraken’s hold guidance is service-specific.
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Contact support with useful evidence
Contact the receiving exchange when the explorer shows confirmations but the deposit is still missing, when the account explicitly says On hold, or when the deposit is rejected and you need to know what options remain. Use the support link in the exchange’s official website or authenticated app. Include the TXID, asset and network, amount, approximate timestamp, status or error message, and any case number. Provide the receiving address only as requested through the official case channel.
Check account alerts for requests to verify identity or update account information. Coinbase says requested verification steps can affect when a crypto receive is credited; its guidance says to allow 3–5 business days after completing requested actions. This is Coinbase-specific timing, not a general exchange deadline. If a Coinbase receive remains delayed, follow its instructions to review account messages, confirm the transfer details, complete requested steps, and contact support if needed. Coinbase’s receive troubleshooting sets out that guidance.
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Protect yourself while the deposit is unresolved
- Do not send another transaction as a general remedy. First establish what happened to the original transfer with the sender and receiving service.
- Never share a seed phrase, private key, password, or one-time authentication code with someone claiming to help recover a deposit.
- Ignore unsolicited social-media messages, direct messages, and search-ad phone numbers offering paid recovery. Start support from the exchange’s official website or app.
- A TXID identifies a public blockchain transaction, but account screenshots and addresses can reveal personal activity. Share details only through the official support case.
Unsupported networks, incorrect addresses, or missing deposit details can leave funds unrecoverable. Neither Binance nor Coinbase guarantees recovery in such cases; the destination platform decides whether any recovery option exists and may be unable to retrieve the funds. Binance’s deposit troubleshooting guide and Coinbase’s pending-transaction guidance describe these limitations.
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