If you have sent a cryptocurrency deposit using an unsupported network or an unlisted token, your funds may not be automatically credited. In such cases, you may be able to initiate a self-recovery process to request a refund.
Before submitting a request, it's essential to understand the guidelines and conditions outlined below. Proper preparation improves the chances of a successful recovery.
Understanding Eligible Recovery Scenarios
Not all transaction errors qualify for self-recovery. Below are the key cases where recovery is possible—and where it is not.
Non-recoverable situations include:
- Deposits sent to an incorrect or non-exchange address.
- Transfers involving temporary network or token maintenance.
- Transactions originating from multiple source addresses.
- Networks not listed in the official “Deposit Network” selection menu.
- Situations where the original sending address cannot accept returned funds.
To be eligible, a transaction must be marked as “Confirmed” or “Successful” on the blockchain. If the status is “Unconfirmed” or “Failed,” the self-recovery process cannot proceed. You can verify your transaction’s status using a blockchain explorer or by checking the withdrawal history on the platform you sent funds from.
For a deeper understanding of transaction statuses and eligibility, 👉 learn how to verify blockchain confirmations.
Step-by-Step Guide to Submitting a Recovery Request
Follow these steps carefully to submit a self-recovery application.
- Log In: Ensure you are logged into your account.
- Navigate to Help Center: Locate the support section and select the option related to missing crypto deposits, often labeled “Crypto Deposit Not Credited.”
Complete the Application Form: You will need to provide accurate information in the following fields:
- Deposit Network: Select the network used for your transfer (e.g., Ethereum ERC20, BNB Smart Chain).
- Amount: Enter the exact amount deposited, adhering to the maximum decimal places supported.
- TxID/Tx Hash: Provide the unique transaction hash from the blockchain. This acts as a receipt for your transfer.
- Return Address: Input the original sending address. Funds can only be returned to this source address.
- Contact Email: Supply a valid email address for updates.
- Review and Submit: Click “Next” to review all details for accuracy before final submission.
After submitting, you can track your application’s status in the “Application History” section. If approved, you will be prompted to pay a service fee. Ensure your funding account has sufficient balance. Upon successful payment, the refund process typically completes within five business days, and you will receive a TxID for the return transaction.
Fees and Important Considerations for Crypto Recovery
A service fee is only applied to transactions that meet all recovery conditions. The fee is not fixed and can vary based on market conditions, operational costs, and technical complexity.
Common fee scenarios include:
- Missing Memo/Tag: A fee may be charged for recovering deposits sent without a required memo or destination tag.
- Unlisted Tokens: Deposits of tokens not supported on the platform incur a standard recovery fee.
- Delisted Tokens: Recovering assets of tokens previously removed from listing also involves a fee.
Crucial Disclaimer: Recovery is not guaranteed. Factors like unsupported network types or extreme technical complexity can prevent a successful retrieval. The platform does not promise fund recovery under all circumstances. If a recovery is deemed impossible after fee payment, the fee will generally be refunded. Users are ultimately responsible for verifying addresses and networks before sending funds.
Frequently Asked Questions
Q1: Why is my deposit network not available for self-recovery?
The self-recovery feature is continually expanding to include more networks and tokens. If your network is not listed, it is currently unsupported. For these cases, please contact customer support directly to see if manual recovery is an option.
Q2: Can I use self-recovery for fiat currency deposits?
No. The self-recovery process is designed exclusively for cryptocurrency deposits made on unsupported networks or with unlisted tokens. Fiat-related issues must be handled through standard customer support channels.
Q3: How do I pay the recovery fee?
Once your application is approved, a payment button will appear in your application history. You must have enough funds in your account's funding balance to cover the fee, which is typically deducted in USDT.
Q4: How long does the application review take?
Review times can vary. The system processes applications, and you will be notified via email or site notification once there is an update. Patience is required during this process.
Q5: After paying the fee, how long until I receive my refund?
The refund process to the original sending address is usually completed within five business days after the fee is successfully paid.
Q6: How will I receive the transaction ID (TxID) for the refund?
After the refund is processed, the TxID for the return transaction will be sent to you via an in-site message or email notification for your records.