1. I made a transaction from Matrix to another Exchange/Wallet, but I haven’t received my funds yet.
If you encounter an issue where your withdrawal is missing, please check the corresponding. Log in to the "Withdrawals History" page first.
Normally, Txid will be generated within 30 to 60 minutes, indicating that Matrix has begun the transfer on the corresponding blockchain. Please check its status and confirmations on the blockchain. Here are the steps to follow when checking the confirmations:
- If the blockchain showed that the transaction has not yet been confirmed, please be patient and wait for the confirmation process to complete.
- If the blockchain showed that the transaction is already confirmed, Matrix has transferred coins successfully and cannot do anything to help you. If you still had issues, please negotiate with the owner of the destination address.
- If a Txid has not been generated for 3 hours yet, please submit the ticket and attach the withdrawal history screenshot with the transaction.
2. How do I check the transaction status on the blockchain?
If your deposit did not arrive, please refer to: https://support.matrix.co/hc/en-us/articles/360039971374