Q1: Why didn't the recipient receive the payment?
On-chain transfers require confirmations from the entire network and cannot be interfered with during the process. Possible reasons include, but are not limited to:
- The recipient's address is incorrect. Make sure the address is correct when you transfer. On-chain transactions are irreversible, and once you transfer to the wrong address, only the recipient of the wrong address can return the amount to you, and CoinEx Vault cannot get the funds back.
- Different cryptocurrencies have different operating mechanisms, and the number of confirmations required for the address you generate on other platforms/wallets is different. If the network is congested, the confirmation time will be prolonged, which will affect the time of receiving.
- The gas fee was set too low, causing the transfer to be successful. In this case, you need to make a new transfer and make sure the gas fee is enough.
- If the recipient's address is correct but the balance in the recipient's account has not increased, we suggest you contact the recipient's platform customer service for assistance.
Q2: What is a transaction hash?
A transaction hash is a long string of characters containing the transaction details (such as the amount of crypto sent, sending/receiving crypto address, and the date of transfer) that can be found on the blockchain with unique and unchanged features.
You can check the transaction details from the blockchain explorer according to the transaction hash displayed on “Transaction History”.