I sent crypto, but it hasn't reached the recipient
If you made a transfer from Keeper but the recipient says the funds never arrived, check the following in order:
- Transaction status
- If you see 'Sent', the transaction has been confirmed on the network.
You can give the recipient the transaction hash (TXID) so they can check the transaction themselves or contact their wallet's support team. To get the hash, open the transfer details by tapping it in your transaction history, then tap the 'Tx hash' field — it will be copied automatically. Alternatively, you can open the block explorer directly by tapping the 'Transaction' button below.
- If you see 'Processing' (a loading icon), the transaction hasn't been confirmed on the network yet, so you'll need to wait.
You'll most often see this status when sending BTC while the transaction is gathering the required number of confirmations, or during cross-chain swaps.
- If you see 'Failed', the transaction wasn't completed and the funds weren't transferred.
This usually happens when there aren't enough funds to cover the network fee. Check your balance and try again.
- Recipient's address
Open the transfer details by tapping it in your transaction history and check the address in the 'Recipient' field.
📌 Important: The TON network has two address formats: the old "EQ" format and the new "UQ" format. The first and last characters differ between the formats, but the middle of the address remains the same, so they represent the same address. Keeper displays addresses in the new format. You can read more about this here.
- Memo/tag
Many exchanges require you to add a memo (also called a tag or note) to the transfer's comment field. This is usually required when sending funds to an exchange.
📌 Important: If you forgot to include the memo or entered the wrong one, you can't edit or cancel the transaction. Contact the exchange's support team and let them know what happened. Exchanges can usually help recover or return the funds, after which you can try the transfer again.