Do not resend yet

A missing balance does not necessarily mean a lost transfer. The operation may still be a request at the sending service, have completed on-chain but await recipient accounting, or have reached a different address. Resending before identifying the cause risks paying twice.

Record what you sent: the GRAM coin or a token, source, destination, network and time. Establish whether it was a blockchain transfer, internal contact transfer or card purchase. Each uses its own reference; an order number is not necessarily a transaction hash.

Sending, on-chain execution and a service’s internal credit are separate stages. Identify where the transfer stopped.
Read the diagram from left to right. Sending, on-chain execution and a service’s internal credit are separate stages. Identify where the transfer stopped.

Check the sending side

Open history in the original wallet or service. If it says review or processing, ask the sender about that stage. A missing blockchain hash may mean the request has not been broadcast, but inspect the operation details first: the hash may be on another screen.

For a custodial withdrawal, the provider knows request states that cannot appear in an explorer before broadcast. Save the exact text of any error. Do not randomly switch networks or repeat payment, particularly if the balance has decreased or funds are reserved.

Find the record on the right network

Open the explorer from wallet history or independently use a verified TON explorer. Search the hash or address. Make sure it is mainnet rather than testnet and the correct time period. A record on another chain does not prove a TON transfer.

If nothing appears, recheck the identifier and try a second independent explorer. Indexing can lag. One empty search is insufficient evidence of loss, while an unverified sender-side label is not proof of recipient receipt.

Check the whole operation

One TON user operation can contain several linked transactions, especially for jettons and swaps. Success on the first transaction establishes that one step ran, but you need to follow the sequence to its expected final result.

Check the token, final address, amount, errors and possible return messages. A small GRAM movement beside a USDT transfer may fund execution rather than represent the USDT amount. If the detail is unclear, save the full trace link for support instead of guessing from one success icon.

Compare destination details and rules

Compare the transaction destination with the current receiving address. A self-custodial wallet may contain different accounts or wallet versions with different addresses. Having the correct recovery phrase imported does not guarantee you are currently viewing the address used for the transfer.

For a service, check asset and network support, minimum deposit and required memo. Blockchain success does not override its credit procedure. If the amount is below minimum or the memo is wrong, do not “top up” the old transfer without official instructions; deposits cannot be assumed to aggregate.

Example: network success without updated balance

In a hypothetical case, 25 USDT is visible on TON and the final address is correct, but an exchange shows no deposit. The user first checks authentic USDT, then the memo and minimum. If those agree, the issue belongs to receiving-side processing rather than another send attempt.

A support request should identify the asset, network, amount, time with timezone, hash, address and request number if available. Include a safe screenshot of deposit conditions. This gives support a specific event to inspect rather than a vague report that the wallet is broken.

Preserve context before changing the app

Before clearing cache/WebView, switching devices or signing out of the wallet, ensure the current recovery phrase is safely saved or another supported recovery method has been verified. Then record the public address, wallet version and operation details. This supports before-and-after comparison without exposing the recovery phrase. If funds are visible on-chain at your address but absent in the app, first check account selection and token display. Do not install unknown “recovery” software from messages. Changing an interface can fix display issues but cannot alter a completed transfer’s destination or repair its memo retroactively.

What can be fixed and what cannot be promised

A display issue may be resolved by refreshing the app or selecting the right account. Do not delete or sign out of a wallet until recovery is verified. Wrong addresses, unsupported assets and missing memos require different handling; there is no universal recovery button.

Use official support channels only. Never disclose a recovery phrase or pay an “unlocking tax” to someone who contacts you first. The diagnostic result should be specific: sender-side request, incomplete trace, receipt at an address or service accounting delay. That finding determines the next action.