01If it keeps showing "exchanging" or "sending," check three things first
First, confirm that the deposit transaction has been broadcast on the network specified by the order, and that the asset, address, amount, and any required Memo or Tag all match. Second, check whether the order is still confirming the deposit, is being exchanged, or has already entered the sending stage. Third, check whether a target-network outgoing hash has appeared.
Teaching scenario, not a real order: If the Ethereum deposit has already succeeded on-chain but the order still shows exchanging, save the private order number and the deposit hash and continue to verify; when there is no outgoing hash, you cannot declare failure, nor should you send another transaction. If a Solana outgoing hash later appears, then go to the Solana network to verify the receiving address and status.
资料依据：FeilongEX: Explanation of current quote and order fields ↗FeilongEX: exchange progress inquiry ↗
02First find the original order and sending record
Keep the original order number, and find this transaction hash in the sending wallet or withdrawal platform. Check whether the sent coin, network, amount, target address, and Memo or Tag match the order. Creating an order itself does not send funds; even if the wallet has submitted a withdrawal request, you should continue to confirm whether an on-chain transaction has been generated.
Not sure which number to use? First compare The difference between an order number and a transaction hash to distinguish deposit, outgoing, and refund records. The order number can be used to read details, so keep it safe.
资料依据：FeilongEX: Explanation of current quote and order fields ↗
03Waiting for deposit: first check whether the payment reached the chain
Use the block explorer for the corresponding network to check the transaction hash. If it has not yet been broadcast or is still pending confirmation, first check the processing status on the sending side; if the on-chain record shows success, then compare the order address and additional tag. Do not make a new payment just because the page has not changed yet; first confirm where the original transaction went.
资料依据：FeilongEX: Explanation of current quote and order fields ↗FeilongEX: network confirmations and missing arrival troubleshooting ↗
04Confirming or exchanging: distinguish the processing stage
During the deposit confirmation stage, you should check the on-chain confirmation status, the actual deposited amount, and the order requirements at the same time; during exchange, it means the order is being processed. Network congestion, confirmation time, or processing conditions may all affect progress. If the amount is insufficient or the status continues not to update, keep the original order and transaction hash and request a review; do not add a payment on your own.
资料依据：FeilongEX: network confirmations and missing arrival troubleshooting ↗FeilongEX: Explanation of current quote and order fields ↗
05A displayed arrival amount does not mean it has been sent out
The received amount in an order may be displayed before the actual outgoing transfer. Find the outgoing transaction hash, then check the receiving address and transaction status on the receiving network. If the on-chain transaction has succeeded but the platform balance has not increased, provide this outgoing record to the receiving platform and check whether the network and tag match.
资料依据：FeilongEX: Explanation of current quote and order fields ↗
06Give the complete information to the appropriate support
Organize the order number, current status, coins and networks on both ends, sending time, actual amount, and any available deposit or outgoing hash. First check progress in the original browser used when creating the order, then use FeilongEX order help according to the terms of service applicable to this order.
If the outgoing transaction has succeeded on the correct network but the receiving platform balance has not increased, submit this outgoing record to the receiving platform. When checking an old-version FeilongEX order, switch "Order source" to "FeilongEX old-version orders" in Order lookup to avoid mistakenly concluding that the order does not exist because of a wrong source selection.
资料依据：FeilongEX: Explanation of current quote and order fields ↗FeilongEX: contact official support ↗
07Verify the next step according to the current status
Status describes exchange progress, while on-chain records explain the specific transfer; the two should be checked together. The absence of an outgoing hash cannot by itself prove failure, and the presence of a received amount cannot by itself prove payment is complete. The checking methods in the table below do not promise a uniform number of confirmations or minutes to arrival.
This table can scroll horizontally.
| Current status | Evidence to check | Next step |
|---|---|---|
| Order created / awaiting deposit | Whether the wallet has broadcast, and whether address and network match | If not sent, pay according to the valid order; if sent, check the original transaction first |
| Confirming deposit | On-chain confirmation, actual credited amount, and order requirements | If the amount is insufficient or there is continued lack of progress, request a review; do not add payment yourself |
| Exchanging／sending | Order processing stage, whether an outgoing hash already exists | Query the original order, do not pay the old address again |
| Exchange completed | Outgoing hash, receiving network, and target address | Check the actual payment on the corresponding network, then check the receiving platform's crediting |
| Expired／Under review／Failed | Whether it has been sent, the actual send time, and the amount | Stop adding payments and keep the original order and evidence for verification |
| Refunding／Refunded | Refund network, address, amount, and refund hash | Verify the principal refund; do not treat it as a fee refund |
资料依据：FeilongEX: Explanation of current quote and order fields ↗FeilongEX: network confirmations and missing arrival troubleshooting ↗FeilongEX: exchange progress inquiry ↗FeilongEX: terms of service ↗
08Copyable troubleshooting information template
Filling in the following fields helps support locate the same order. Note the time zone for times; for fields you cannot obtain, write "not available" and do not fabricate hashes or put the order number in the hash field.
Order number: [fill in]; Current status: [fill in]; Sending asset/network: [fill in]; Receiving asset/network: [fill in].
Actual amount sent: [fill in currency and amount]; Sending time and time zone: [fill in]; Deposit transaction hash: [fill in or not available]; Outgoing/refund hash: [fill in separately or not available].
What needs to be checked: [e.g., deposit confirmed on-chain, order still waiting for credit]; Whether the receiving platform has been checked: [fill in]. Submit only the necessary records to the relevant support, and do not post full order details in public comments. Troubleshooting does not require providing a mnemonic or private key.
资料依据：FeilongEX: Explanation of current quote and order fields ↗FeilongEX: necessary storage and privacy ↗
09The exchange has arrived, but the fee refund has not
Exchange completion and campaign refund progress are recorded separately. After confirming that the original exchange has actually completed, you can check or submit an application in the fee refund form using the FeilongEX exchange number; the original browser is not required. Check the calculated amount and the registered address summary; submitting an address does not mean the refund has already been sent.
This campaign refund uses USDT Ethereum; even if the exchange result is TRON USDT, you cannot look for the refund only in the TRON balance. See Fee refund rules and Automatic calculation explanation; incomplete or failed exchanges are not eligible for the post-completion refund application.
FAQ
Does refreshing the page speed up exchange processing?
No. Refreshing only updates the page display; it cannot add network confirmations or change the order processing speed.
If there is an estimated arrival amount, does that mean it has already been sent out?
No. The estimated amount or the receiving amount shown in the order is not proof of payment; you should check the actual outgoing hash on the target network.
Is the order number the same as the transaction hash?
No. The order number is used to check the exchange process, and the transaction hash is used to verify a specific on-chain transfer.
What should I do if the current order cannot be found?
Verify the number and source character by character. A genuine old-version FeilongEX order can be selected on the inquiry page as "FeilongEX old-version order"; do not enter a transaction hash into the order number field.
Are an order coin return and a fee refund the same thing?
No. A coin return handles the asset in the original exchange; a fee refund is an independent entitlement obtained from a completed exchange that meets the campaign rules, and the status and payment hash are recorded separately.