Deposit or Withdrawal Stuck? Zcash Payment Help
Work out where your money actually is, what is normal, what is not - and what to do next. Runs entirely on this page: nothing is sent, this visit is not even counted in our anonymous stats.
What is stuck?
How long has it been?
Support message builder
Filled in below, generated on your device, never sent by us. Keep it factual: amounts, IDs, timestamps.
The red flags that are never normal
No legitimate support interaction - ever - requires your seed phrase or private keys, remote access to your device, or a payment to "release" or "verify" funds you already own. Anyone asking for those is running a scam, whatever the logo says. See the scam watch with the documented patterns before you send anything.
Two Zcash facts that solve half the cases
Operators credit deposits after their own confirmation policy (commonly 1-3 confirmations for transparent sends; shielded sends additionally depend on the operator's wallet scanning) - a credit that takes a few minutes to half an hour can be normal, not theft. And on Zcash a transaction ID alone proves the send happened: for transparent sends an explorer shows it publicly; shielded sends are encrypted by design - your wallet's own record of the send (address, amount, transaction ID, optionally the memo) is the evidence, so keep it until the deposit lands.