Didn’t receive a transfer from Tonkeeper. What should I do?

The 'Sent' status in your Tonkeeper transaction history confirms that your transfer was successfully completed. This means the coins have left your wallet and the transaction is final on the blockchain.

If the recipient hasn’t received the funds — for example, if you're sending to an exchange — the next step is to contact the support team of that platform. Only they can investigate the transaction on their side.

Please note: if you were sending coins to an exchange and forgot to include a memo (also known as a tag or note), the exchange won’t be able to credit your deposit. The memo acts as a unique identifier that tells the exchange which account to credit. Without it, they can’t link the transfer to your profile.

In this situation, only the recipient platform can help. Since Tonkeeper is a non-custodial wallet, we cannot cancel or modify a transaction once it’s sent. You’ll need to contact the exchange’s support team and provide all relevant details, including the transaction hash and the amount sent.