Which transaction hash should you send to support?
When you contact crypto support, send the transaction hash from the chain where the action began, plus the network and status, so they can trace the right event.
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Which transaction hash should you give crypto support? Send the hash for the transaction you want them to investigate, copied from the relevant chain’s wallet or block explorer. Include the network, because the same-looking hash format can exist across different chains and support needs to know where to search. A hash identifies a transaction; it does not, by itself, explain what happened to your funds.
Where do you find the right transaction hash?
Start with the wallet or service that submitted the transaction, then open its transaction details and copy the full hash. Check that the explorer’s network matches the network you used, such as Ethereum mainnet rather than a test network or a layer-two chain. If you are tracing a cross-chain swap, there may be separate transactions on the source and destination chains; the first hash alone cannot show whether the destination step completed. For the routing and verification steps behind a cross-chain swap, see the fuller guide to thor swap.
What details help support trace it?
Send the hash with the chain name and a short description of the action, such as a deposit, withdrawal or swap. Include the approximate time and the asset or amount if those details are available; they help distinguish your transaction from others without replacing the hash. You can also report what the explorer shows: pending, confirmed, failed, or confirmed with a different destination outcome.
- Full transaction hash, copied without trimming characters
- Network or chain name
- Asset and amount involved
- Current explorer status and the time you checked
What if the transaction is still pending?
Give support the source-chain hash and say that it is pending, rather than sending a destination hash that does not yet exist. A pending transaction has been broadcast but has not reached the chain’s required confirmation state; a replacement transaction may also supersede it if you sped it up or cancelled it. If the explorer shows a confirmed transaction but the service has not credited it, report that distinction clearly, since the investigation has moved from broadcast status to the service’s handling of the deposit.
Share the hash only through the service’s official support channel, and never include a seed phrase or private key; neither is needed to trace a public transaction. After you submit the ticket, watch for the next status change on the relevant explorer: that is the clearest signal of whether the transaction itself is still moving or support needs to investigate its next step.