The evidence pack an exchange support ticket actually needs
Support queues close tickets that cannot be searched. A paragraph of panic without a hash is unsearchable. A hash with the wrong network selected in the form is searchable and still wrong.
The list below is what destination platforms repeatedly ask for on uncredited deposits, missing memos and wrong-network recoveries. Send it once, in one message.
The minimum set
| Item | Why they need it | How to get it |
|---|---|---|
| Transaction ID | Indexes the chain watcher | Sending wallet or exchange withdrawal row |
| Network actually used | Selects which watcher | The TXID, not the network you meant |
| Asset and amount | Matches the credit | The chain record, including token contract if it is USDT or USDC |
| Destination address | Matches the account | Copied from the deposit screen you used |
| Date and time with timezone | Narrows internal logs | The withdrawal timestamp, not 'yesterday' |
- Binance self-service uncredited deposit form — Official Binance recovery application; it asks for the same identifiers a ticket would.
- Kraken crypto asset deposit recovery — Official Kraken recovery article listing the details required to identify a deposit.
Add these only when they apply
- Destination tag or memo, and a statement that it was omitted if that is the case.
- The sending platform's withdrawal ID, as extra context, never instead of the hash.
- A screenshot of the sending screen showing the hash as text, not a cropped tick icon.
- For Coinbase unsupported assets: the network name the official recovery flow asks for.
Things that delay the ticket
A paid TXLens diagnosis writes this pack from the chain record and the destination's documented rules. It does not send the ticket for you and it does not sit in the queue on your behalf. The free generator fills the evidence fields from the TXID without naming a cause.
- Opening three tickets about the same hash.
- Pasting a seed phrase, private key, or 2FA codes. No legitimate queue asks for those.
- Demanding a reversal of a confirmed transfer.
- A second 'unlock' deposit described in the same message as the first loss.
- Open the support message generator — Paste a TXID and copy an evidence message. Cause-specific wording stays on the paid diagnosis.
What you get, and what it costs
Free, always
The transaction check: network, asset, amount, both addresses, timestamp, on-chain status, confirmation count, and a copyable evidence message for support. No diagnosis.
£9.99, one-off
The diagnosis: the likely cause, recovery outlook, step-by-step instructions, the official support route, wording written for that case, and 72-hour monitoring. No subscription.
Questions
Do I need a screenshot if I already have the TXID?
The hash is the useful bit. A screenshot of the sending withdrawal that also shows the hash can help a human believe you control the sending account. A screenshot without the hash does not.
Which official form should I use instead of a ticket?
Binance publishes an uncredited-deposit form. Coinbase publishes a browser-based asset recovery flow. Bybit publishes Pending Assets for visible unsupported tokens. Kraken handles recovery through its documented support process with published fee tiers. Use the destination's own route when it exists.
Related
Platform requirements on this page were last reviewed 2026-08. They change without notice, which is why every diagnosis is phrased as a likely cause rather than a certainty.
TXLens is read-only. We only use your transaction ID and public blockchain data. We never ask for your private keys, seed phrase or exchange login.