The answer
Custodial exchanges may use shared receiving addresses and rely on a memo to identify the customer to credit.
What to do next
Copy both the exact destination address and memo from the exchange’s live deposit screen. If already omitted, give the transaction details to official support.
Coinbase crypto exchange
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Frequently asked questions
Is a memo normally necessary when I send ATOM to my own self-custody address?
Often not, but always follow the receiving wallet or platform’s instructions.