What a transaction hash is and where to find yours
A transaction hash is the identifier a blockchain gives your transfer the moment it is broadcast. It is public, it is permanent, and anyone can look it up — which is exactly why support asks for it. Without one, a support case is a description of a payment; with one, it is a fact that can be checked in seconds, including by you.
Where your wallet keeps it
Every wallet has it, under a slightly different name. Open the transaction in your history and look for the long string of letters and numbers, usually with a copy button beside it.
- Labelled TxID, Transaction ID, Transaction hash, or just Hash.
- On an exchange, it is in the withdrawal history rather than on the trade.
- Monero is the exception worth knowing: see the payment-proof page.
Check it yourself first
Paste it into a block explorer for the network you sent on. You will see the destination, the amount and the number of confirmations, which answers most questions before anyone else is involved — and if the destination is not the address your order gave you, you have found the problem yourself.
A hash is not a password
Sharing it is safe: it reveals a transfer that is already public and gives nobody any control over your funds. What is never safe to share is a seed phrase or a private key, and no legitimate support conversation will ever ask for either.
What to gather before writing
- The transaction hash of your deposit, copied from your wallet or from a block explorer.
- The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
- The order id, from the address bar of your order page.
What to do now
- Open your order page. It is the single place the status is true, and it updates itself.
- Write to support with the evidence above. A person answers within 24 hours.
- None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.