Two records for two systems
The exchange backend creates an exchange ID when it records your order. A blockchain transaction hash is created when a transfer is broadcast and recorded by the relevant network. One exchange can involve more than one blockchain transaction.
Use the right record
Use the exchange ID in this app’s tracker to find the order and its current stage. Use a transaction hash with the correct blockchain explorer to inspect an actual transfer. A demo order does not generate a real transaction hash.
An ID copied from a different network will not describe the transfer you expected. Always identify the asset and network alongside a hash.
Ask a precise support question
Include the exchange ID, the stage you see, and a short description of the issue. If a real transfer exists, include its hash in a private support conversation. Do not include a seed phrase, private key, or unnecessary personal documents.
Key takeaways
- A TXID identifies a blockchain transaction.
- An exchange ID identifies an order.
- Keep order details out of public review text.
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