Save These Details Before Contacting Cross-Chain Support

For a cross-chain support request, save the source transaction hash, both chain names, token, amount, destination address and route provider before contacting support. A transfer can involve separate actions on the source and destination chains, so one hash may not show the full progress of the transfer.

Which details should I save before asking for help?

Keep the details that let support identify the transfer and check what happened at each end. Save them from the route’s receipt or transaction screen while it is available.

Record the source transaction hash and, if shown, the destination transaction hash; include the sending and receiving chain, token, amount, wallet address and route provider. For a closer look at how developers compare routes, read Biswap’s guide to cross-chain route selection; the choice can affect which provider or transfer steps support needs to check.

Why do I need both chain names and transaction hashes?

The chain name tells support which network’s explorer to use for a transaction hash. The source hash identifies the on-chain send, while a completed destination action can have its own hash; recording both helps distinguish a pending transfer from one that reached the destination.

Include the exact token address if the support form asks for it, since token symbols alone may not identify the asset on a particular chain. Add the time of the transfer and the displayed status, but label the time zone if you know it.

What evidence should I attach?

Attach a screenshot of the route or status screen if it shows the provider, selected route, estimated or received amount, and any error message. Pair it with the hashes so support can compare the interface’s report with the chain records.

• Source and destination chain names
• Source hash and destination hash, if available
• Token, amount, sending wallet and destination address
• Route provider, status, timestamp and error text

What should I leave out of a support request?

Share public transaction details, not wallet credentials. A support team can investigate using hashes and addresses; a seed phrase or private key gives control of the wallet and is not needed to trace a transfer.

Keep the record together until the transfer is resolved, and update it if a destination hash or new status appears. That gives support a clear trail from the source transaction to the latest known result.