Start with the Actual Transfer Record
Collect the sending provider’s withdrawal ID, asset, network, amount, destination and transaction hash. Use the hash from that withdrawal rather than a screenshot of an earlier purchase.
No Transaction Hash Is Available
The withdrawal may still be inside the provider’s own processing system. Ask the sending provider whether it has actually broadcast a transaction and whether a hold, approval or payment exception remains.
Creating another request does not establish what happened to the first one. Keep the withdrawal reference so support can distinguish the two if another transfer has already been made.
A Transaction Hash Is Available
Open the explorer for the network the provider used. A hash on Ethereum mainnet cannot prove an Arbitrum One token transfer to the recipient.
Record the transaction’s status and the token movement, not just the presence of a transaction page. A failed transaction can still have used gas without completing the intended token transfer.
Follow the Result on the Correct Chain
For an Arbitrum One ARB withdrawal, compare the token transfer with the intended receiving account. The documented token contract is 0x912CE59144191C1204E64559FE8253a0e49E6548; the destination account is a separate address.
Check the token amount and network as well as the ticker. A token with a similar name or an ARB representation on another chain is not evidence that the expected Arbitrum One deposit arrived.
If the provider used an unsupported network, contact the recipient about the actual chain and address involved. Changing the network view in an application does not reverse or reroute the completed transfer, and recovery is not guaranteed.
Separate Wallet Display from Platform Credit
A successful token movement narrows the investigation. The remaining checks depend on who controls the receiving address.
| Recipient | Check | Who can help next |
|---|---|---|
| Your own wallet | Correct account, network and token display | Wallet documentation or support if the interface still disagrees with the chain |
| A hosted platform | Supported token/network, deposit minimum and required confirmations | That platform’s deposit support |
| An address you cannot identify | Whether it matches the original receiving instructions | The party that supplied those instructions |
The guide to storing ARB after buying explains account control. A personal wallet showing no ETH is a separate issue from whether it received the token; see the ETH requirement for a later ARB transfer.
Escalate with Evidence, Not Another Payment
Send the responsible provider the withdrawal or order ID, network, hash, destination and a concise description of the discrepancy. State whether the chain shows a successful token transfer or whether the payment has not been broadcast.
Do not send a recovery phrase or private key, and do not pay an unsolicited “activation” request to reveal an existing balance. These are not necessary to locate a public token transfer.
For a future USDC to ARB purchase, verify the receiving account before paying. A new purchase is a separate transaction and does not repair the earlier withdrawal.