Sending cryptocurrencies from one wallet to another requires that both wallets are connected to the same network. Otherwise, the transaction is carried out, but the funds are lost along the way.
As an example, when sending Polygon, you have the option to send it on the Polygon network, or the Ethereum network. Depending on the carrier, selecting the wrong network may end up sending your crypto to an incompatible wallet, and losing that crypto.
If there is no information about the network to be used to transfer funds, do not go ahead with the transaction. Contact the other provider's support and get confirmation that your funds will be sent over the correct network.