The exchange I am sending to Matrixport shows that my transaction is completed, why haven’t I received anything on Matrixport?
A withdrawal marked as “completed” or “success” on an exchange does not mean that the transaction has fully processed to the receiving exchange – it simply means that the transaction was successfully posted to the blockchain.
Once a transaction is on the blockchain, it still takes a variable amount of time to confirm and post to the destination exchange. Different blockchains require different amounts of “confirmations” before a transaction is verified.
It is not uncommon for a blockchain to be congested with many transactions, causing unexpected/unusual delays in processing your transaction. You may use the transaction ID (TXID) to follow the status on the blockchain.
- If your transaction shows “unconfirmed” on its blockchain, this is beyond our control. You must wait for the transaction to be processed on the blockchain. Once it is included in the blockchain, it will begin to produce confirmations.
- If you have sent to Matrixport from another exchange but not received a TXID, please contact customer service for that exchange.
- If the transaction has got enough confirmations but is still not credited into your Matrixport account, please provide your registered email/phone number, cryptocurrency type, deposit address, TXID to our customer support, they will assist you with your deposit.
Please check the following chart for Matrixport required confirmations for each type of cryptocurrency.