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First check the exchange’s official status page and your transaction history; then use the transaction ID (TxID) to determine whether the transfer is still being processed, waiting for blockchain confirmation, or confirmed but not credited by the destination. Those are separate stages, and an exchange incident does not by itself establish why a particular transfer is missing.
Start with the exchange status page and transaction history
Open the affected exchange’s official status page directly. Look for notices about deposits, withdrawals, wallets, or the specific network involved. Then open the account’s transaction or funding history and inspect the exact deposit or withdrawal entry, including its current status and any TxID.
A service incident or scheduled maintenance can affect funding operations, but the status page alone cannot tell you what happened to your individual transfer. Kraken recommends checking its status page when funding is delayed or affected by technical issues, and checking for maintenance when a deposit is missing: Kraken’s deposit status guidance and deposit delay guidance.
Use the TxID to identify the transfer stage
For a withdrawal, open its exchange record and use the TxID to view the transaction on an explorer for the network actually used. Binance explains that a TxID indicates a withdrawal was broadcast; confirmation on the blockchain and crediting by the receiving platform are separate steps: Binance’s withdrawal troubleshooting guide.
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- No TxID: The exchange may not yet have broadcast the transfer. Contact the sending exchange if its stated processing timeline has passed, and retain the withdrawal record.
- Unconfirmed: The transaction is on the network but has not met the relevant confirmation requirement. Requirements vary by network and receiving platform, and congestion can add delay.
- Failed or replaced: Contact the platform where the withdrawal began. Binance’s status guidance directs users to the sender for unsuccessful transactions: Binance transaction status guidance.
- Confirmed or successful: If the destination still does not show the funds, contact the receiving exchange or wallet. A successful blockchain transaction does not prove the destination has credited your account.
Do not rely on a universal confirmation count or time estimate. The required threshold and processing time depend on the blockchain and the destination platform.
If a deposit is missing, verify the destination requirements
Check the deposit record at the receiving platform, then compare the transfer details with that platform’s current deposit instructions:
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- Confirm that the destination supports both the asset and the exact network used. Similar asset names do not make networks interchangeable.
- Check that the destination address is correct for that asset and network.
- Verify that any required memo, destination tag, or similar identifier was included and correct.
- Check that the amount meets the platform’s minimum deposit requirement.
- Confirm whether the transaction has met the platform’s stated blockchain-confirmation threshold.
- Look for a pending, processing, on-hold, or manual-review status, and check whether maintenance is affecting deposits.
Kraken’s guidance describes platform-specific statuses: Pending or Processing means confirmations are in progress; Credited means the deposit is available for trading but may not yet be withdrawable; Successful means it is available for trading and withdrawal; and On hold indicates manual support review. Other exchanges may use different labels, so interpret the status using the receiving platform’s own help pages: Kraken deposit statuses.
Contact the platform responsible for the stage
| What the record or explorer shows | Who to contact | What to ask |
|---|---|---|
| No TxID, or the withdrawal failed before broadcast | The sending exchange | Ask whether the withdrawal is still in exchange processing, failed, or needs action. |
| Transaction is unconfirmed | Check the sender’s record and the network status; contact the sender if its stated timeline has passed | Ask whether the exchange has additional information about the transaction and its status. |
| Transaction is confirmed, but the destination balance is missing | The receiving exchange or wallet | Ask the destination to locate the transfer using the TxID and confirm whether it meets deposit requirements. |
| Receiving platform shows On hold or manual review | The receiving platform’s support team | Ask what evidence or action is needed to complete the review. |
This routing follows Binance’s distinction between unsuccessful transactions and successful transfers missing at the destination: transaction status guidance.
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Prepare a complete, safe support request
Include enough information for support to find the transfer without sending credentials. A useful support packet contains:
- Asset and amount.
- Sending and receiving platform or wallet.
- Network used.
- TxID, if one exists.
- Sending and destination addresses, plus any memo or tag.
- Transaction date and time, including the time zone.
- The status shown in the exchange account and on the blockchain explorer.
- A concise description of the incident window and what you have already checked.
Kraken’s recovery guidance asks for the TxID, cryptocurrency and amount, deposit address, and transaction date and time; support may also request screenshots or correspondence: Kraken’s deposit recovery guidance. Never send a password, seed phrase, or private key in a support request.
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Know what may not be recoverable
Once a withdrawal has been successfully sent on-chain, the sending exchange generally cannot reverse it. Kraken states that it cannot reverse a withdrawal successfully sent to the blockchain: Kraken funding delay guidance. If a deposit went to the wrong address, used an unsupported network, or omitted a required memo or tag, the destination may or may not be able to recover it. Kraken says recovery depends on technical constraints, is not guaranteed, and can take varying amounts of time: deposit recovery guidance. Any remedy or fee depends on the platform’s current policy and the transaction details; check with the platform before assuming either.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What an exchange incident can—and cannot—tell you
An outage can disrupt deposits, withdrawals, or the account interface, but it does not establish the status or cause of a specific transfer. For context, Coinbase’s June 1, 2026 postmortem reported that trading, deposits, withdrawals, and most customer-facing surfaces were unavailable or degraded for roughly eight hours on May 7, 2026, with full recovery of all systems taking another twelve hours: Coinbase incident postmortem. That is a dated example, not an indication that an outage is active now or a forecast for another exchange’s recovery time. Check the affected exchange’s current status page for live service information.
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