Account & Troubleshooting
Withdrawal Sent but Not Received? A Step-by-Step Checklist
The exchange says your withdrawal succeeded, but nothing arrived? Use the TxID and a block explorer to pinpoint exactly where it is stuck — exchange side, on-chain, or receiving side.
"The exchange says the withdrawal succeeded, but the wallet or receiving exchange shows nothing" — one of the scariest moments in crypto. The good news: on-chain transfers are fully traceable, and process of elimination will pinpoint exactly where the problem is. Follow this order.
Step 1: check the status on the sending exchange
In your withdrawal history:
- Processing / under review: not on-chain yet — normal exchange-side flow (risk review, batching). Wait, or contact official support.
- Completed, with a TxID: the coins are on-chain. Go to step 2.
Step 2: look up the TxID on a block explorer
Copy the TxID into the explorer for the matching network (Etherscan for ERC20, Tronscan for TRC20, etc.):
- Transaction not found: wait a few minutes and retry; make sure the explorer matches the network you chose — checking the wrong chain is the most common mix-up.
- Transaction exists, confirmations pending: chain congestion. Nobody can speed it up.
- Confirmed, and the receiving address is correct: the chain did its job — the issue is on the receiving side. Step 3.
- The receiving address is not what you intended: check whether you pasted the wrong address or your device has clipboard-hijacking malware — that is a security incident; stop using the device and scan it now.
Step 3: troubleshoot the receiving side
- Receiving side is an exchange: verify the deposit address and network. Some exchanges skip crediting dust amounts, delay newly listed tokens, or require more confirmations before showing a balance. If everything checks out, open a ticket with the TxID for a manual credit.
- Receiving side is a self-custody wallet: no balance shown does not mean not received. Confirm the wallet is on the right network and the token is added (correct contract address). The explorer's address balance is the truth; the wallet is only a display layer.
Quick responsibility map
| Where it's stuck | Who to contact |
|---|---|
| No TxID | Sending exchange support |
| TxID, confirming | Wait for the chain |
| Confirmed, receiver is an exchange | Receiving exchange support (with TxID) |
| Confirmed, receiver is a wallet | Check wallet network/token settings |
| Address isn't what you entered | Security incident: isolate device, move assets |
Sent on the wrong network?
If the receiver supports that network, it is just slower. If not, contact the receiving platform's support with the TxID. Recovery depends on their technical capability — it may cost a fee, and it may be impossible. This is why you always send a small test first.
Risk note
Educational content only. Treat any stranger who contacts you offering "asset recovery" as a scammer.