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# How to trace a missing cryptocurrency payment

# How to Trace a Missing Cryptocurrency Payment

If you have completed a cryptocurrency payment but have not received your account or challenge access, you can contact support for investigation. To trace your order, you must provide the following details in **text format** (screenshots cannot be processed):

1. **Full name** – as used during purchase
2. **Email address** – the email address used at checkout
3. **7-digit order number** – found in your order confirmation (if available)
4. **Transaction ID / Hash (TXID)** – the long string of letters and digits that identifies your transaction on the blockchain; this can be found in your crypto wallet or exchange transaction history
5. **Wallet address paid to** – the receiving address to which you sent the funds
6. **Network used** – e.g., TRC20, BEP20, Polygon, etc.

> **Important:** The wallet address you submit must be the exact address you sent funds to. Always copy the payment address directly from the Maven checkout page and do not modify it. Sending funds to an incorrect address that does not belong to Maven's payment system cannot be recovered by support.

Once all details are provided, the case will be forwarded to the relevant team and you will receive a response via email, typically within the same business day. Note that responses may be delayed over weekends.

## Where to find your TXID

Your Transaction ID (also called TXID or hash) can be found in:
* Your **crypto exchange** (e.g., Binance, OKX, Bitget) under transaction or withdrawal history
* Your **crypto wallet** under transaction details

The TXID is a unique identifier for your transfer on the blockchain and is required to verify the payment.

## Common TXID and network mistakes

* **Submitting a wallet address as the TXID:** A wallet address (e.g., starting with `T` for TRC20 or `0x` for EVM networks) is not a transaction hash. The TXID is a separate, longer string found in the transaction details of that specific transfer.
* **Wrong network format:** TRC20 transaction hashes do not start with `0x`. If your hash starts with `0x`, it belongs to an EVM-compatible network (e.g., Ethereum, BSC/BEP20, Polygon) — not TRON. Make sure the network matches the address format you paid to.
* **Sending funds on the wrong network:** If you sent crypto using BSC (BEP20) to a TRON (TRC20) address, or any other network mismatch, the funds cannot be recovered by support. Always verify that the network selected in your wallet matches the network of the destination address before confirming the transfer.
* **TXID not matching the payment processor:** If the wallet address and transaction hash provided do not match Maven's payment processor records, the payment cannot be verified. Double-check your withdrawal history and resubmit the correct details.