Common Types of Uncredited Deposit
There are 3 steps involved in a crypto transfer: withdrawal from the sending platform ➞ block confirmations ➞ deposit to the receiving platform.
Digital currency transactions are irreversible and can not be canceled or reversed once confirmed on the blockchain. If your deposit has not arrived and falls into one of the following categories, we will assist you in retrieving it.
1. Depositing less than the minimum amount
Deposits below the minimum deposit limit will not be credited to your account. Please check the minimum deposit amount of the specific crypto on the Deposit page, and complete another deposit exceeding or equal to the minimum deposit amount. The system will merge and credit both deposits.
Example: If the minimum deposit amount for BTC is 0.0005 BTC and you only deposit 0.0004 BTC, the system will not credit it properly. Please make another deposit of ≥ 0.0005 BTC, and the system will merge and credit both deposits.
🔗 For more details, please refer to What Should I Do if I Deposit Less Than the Minimum Deposit Amount.
2. Depositing Memo/Tag Coin without the correct Memo/Tag/Comment
Memo/Tag/Comment is a MUST when depositing Label Coin to CoinEx. Your deposit will not be credited if you don't include a Memo/Tag/Comment or provide an incorrect Memo/Tag/Comment. In this case, you can apply to Retrieve Uncredited Deposit.
🔗 For guidance on how to retrieve label coins, please refer to How to Retrieve Uncredited Label Coin Deposit via Self-Service
Example: You deposited XLM to CoinEx with the correct deposit address but didn’t include the Memo/Tag or provide an incorrect Memo/Tag.
Note: In certain circumstances, if the Memo/Tag/Comment you provided happens to match another CoinEx account, the deposit CANNOT be recovered.
3. Depositing via the wrong network
If you have deposited a crypto listed at CoinEx via an unsupported network, it cannot be credited properly. You can apply to Retrieve Uncredited Deposit. We will manually credit or return the transaction based on different situations.
Example: CoinEx only supports the ERC20 network for SHIB, but you deposited SHIB tokens via the BSC network.
Note: If the deposit network is NOT supported on CoinEx, the deposit CANNOT be recovered.
4. Depositing cryptos not supported on CoinEx
Deposits made with unsupported cryptos will NOT be credited to your account. You can apply to Retrieve Uncredited Deposit to recover your assets, and we will proceed with this manually.
Example: You deposited WETH using the MATIC network or sent FEG tokens on the BSC network.
Note: If the deposit network is not supported on CoinEx, the deposit CANNOT be recovered.
5. Depositing to CoinEx hot wallet / Withdrawal returned to CoinEx hot wallet
(1) You mistakenly sent cryptos to the CoinEx hot wallet address.
(2) Your withdrawal from CoinEx is rejected and returned by the receiving platform.
These kinds of transfers will not proceed properly. If you need to retrieve the assets, please contact customer support by submitting a ticket or sending an email to support@coinex.com for assistance.
6. Depositing to the wrong address
If you deposit crypto A to the address of crypto B by mistake, the deposit will not be credited to your account. If you need to retrieve it, please submit a request to Retrieve Uncredited Deposit.
Example: Deposit MATIC-MATIC to VECHAIN address.
Note: Some incorrect transactions cannot be processed. Please contact customer support by submitting a ticket or sending an email to support@coinex.com for assistance.
How can I know if my deposit is eligible for self-service asset recovery?
To use self-service asset recovery, your deposit qualifies only if:
1. The deposit is sent to your CoinEx account or CoinEx hot wallet.
The deposit should be sent to your CoinEx account or CoinEx hot wallet and is confirmed on the blockchain.
2. The deposit is marked as "Success" or "Confirmed" on the blockchain.
The deposit you apply for self-service asset recovery should be marked as "Success" or "Confirmed" on the blockchain.
Note: If the status of the transaction shows Pending or Failed, the deposit has not been successfully sent, and you cannot use CoinEx's self-service for asset retrieval. Please contact the sending platform for more details.
3. The deposit has received the required confirmations.
If the deposit hasn’t received enough block confirmations, your application for retrieving uncredited deposit will fail. Please refer to the Deposit page for the specific confirmation requirements of each crypto.
4. Transactions that are not eligible for asset retrieval
(1) The receiving address doesn’t belong to CoinEx.
If the address you deposited to does not belong to CoinEx (such as an incorrect on-chain address or a contract address), you cannot submit a retrieval request.
(2) The asset is sent from CoinEx to another platform.
For assets sent from CoinEx to other platforms, you cannot submit a retrieval request. If the asset has successfully withdrawn from CoinEx but has not been credited to the receiving platform, please contact the receiving platform for assistance.
(3) The recipient is another CoinEx account.
If the deposit address belongs to another CoinEx account (i.e., not your account), the funds belong to that account, and you cannot retrieve deposits made to another account through retrieval requests.
(4) The deposit was already credited.
If the deposit has already been credited, you cannot retrieve the fund via a retrieval request.
How to retrieve uncredited deposit
1. Click [Self-Retrieve] on the Deposit page, or click [Retrieve Uncredited Deposit] at CoinEx Help Center.
2. Enter the transaction details of the uncredited deposit.
Note: To ensure the accuracy of the information you provided, please copy and paste the recipient address and TXID.
(1) Coin: Please enter the crypto name correctly. If the crypto you deposited is not on the list, you can enter the crypto name directly and click [Confirm].
(2) Network: Please select the network you used for the uncredited deposit.
(3) Recipient Address For Deposit: Enter the recipient address of the deposit. It’s usually indicated as “To”, “Receiver”, or “Destination address” on the blockchain explorer.
(4) Deposit Amount: Fill in the deposit amount as accurately as possible (Max. 8 decimals) and remove all thousands separators.
(5) TXID: TXID is a unique identifier for each blockchain transaction and can be found in the withdrawal record from the sending platform. If the withdrawal record does not show the TXID, please contact the sending platform to obtain it.
3. Confirm the transaction details and click [Submit]. You can click [View Details] in [Application History] to check the next steps.
4. Submit supplementary documents: Additional information is needed for certain asset recovery applications. Please follow the instructions to upload the required documents.
(1) How to submit:
Method 1: Check the message in [Message Center] and click [View Now].
Method 2: Find the corresponding record in [Apply to Retrieve Uncredited Deposit] > [Application History] and click [View Details].
(2) Click [Supplementary Documents].
(3) Drag or click to upload the required files, click [I'm aware that the unqualified application will be rejected], and then click [Confirm].
About Supplementary Information
1. Deposit Memo/Tag Coin without the correct Memo/Tag/Comment
(1) Send another deposit from the SAME sending address with the correct Memo/Tag/Comment. If the designated deposit amount is smaller than the requirement of the sending platform, you can increase the amount accordingly. For guidance on how to retrieve uncredited label coins, please refer to How to Retrieve Uncredited Label Coin Deposit via Self-Service.
(2) Supplementary documents:
- Upload screenshots of the uncredited deposit and the deposit for verification purposes from the sending platform. The screenshot must include crypto name, amount, deposit address, and TXID.
- Payment proof of the above two transactions is displayed on the same page.
2. Depositing via the wrong network
(1) Agree to pay the service fee for asset retrieval. For fee service rates, you can refer to Service Fee Policy for Retrieving Uncredited Deposit.
(2) Supplementary documents: Upload transaction record screenshot(s) from the sending platform. The screenshot must include crypto name, amount, deposit address, and TXID.
3. Depositing cryptos not supported on CoinEx
(1) Agree to pay the service fee for asset retrieval. For fee service rates, you can refer to Service Fee Policy for Retrieving Uncredited Deposit.
(2) Supplementary documents:
- Upload transaction record screenshot(s) from the sending platform. The screenshot must include crypto name, amount, deposit address, and TXID.
- Fill in a refund address on the SAME network which can receive the returned coin/token. Please also enter a Memo/Tag/Comment if it’s required by the receiving platform.
- Upload screenshot(s) of the refund address: capture the screenshot from the deposit page on the receiving platform.
Note: Please ensure the refund address you provide matches the refund address displayed in the screenshot.
4. Depositing to CoinEx hot wallet / Withdrawal returned to CoinEx hot wallet
(1) Agree to pay the service fee for asset retrieval. For fee service rates, you can refer to Service Fee Policy for Retrieving Uncredited Deposit.
(2) Please submit a ticket to explain the reason why you deposited to the CoinEx hot wallet address/withdrawal was returned to the CoinEx hot wallet address.
(3) Supplementary information: Please submit a video of you checking the withdrawal transaction record or browsing the chat history regarding the refund, based on your specific situation.
- Use another device for the video shooting and ensure your face is visible. Screen recordings are not acceptable.
- In the video, ensure that the local time is displayed, including both the device's time and the browser's time.
- Please start recording before logging into the sending platform. Check the withdrawal records/communication record, refresh the page, and click on the TXID to show the blockchain information clearly.
Note: You should provide different information for deposits sent to and funds returned to CoinEx hot wallet. The details are as follows:
- For deposits sent to CoinEx hot wallet: Upload the screen recording of the withdrawal record on the sending platform. The screen recording must include the crypto name, amount, receiving address, and TXID.
- For funds returned to CoinEx hot wallet: Upload the screen recording of communication record with the sending platform. The screen recording must include the refund TXID.
5. Depositing to incorrect address (e.g., depositing token A to the token B address)
(1) Agree to pay the service fee for asset retrieval. For fee service rates, you can refer to Service Fee Policy for Retrieving Uncredited Deposit.
(2) Supplementary documents: Upload transaction record screenshot(s) from the sending platform. The screenshot must include crypto name, amount, deposit address, and TXID.
FAQ
Q1: Why does the system display the message "Unable to locate the deposit on the blockchain, please check your TXID or protocol type and submit again"?
When filling out the form, please ensure that you select the correct network and that the receiving address you enter is your CoinEx deposit address or CoinEx hot wallet address. If the system indicates an incorrect input, please check if it falls into any of the following scenarios:
(1) The asset you are trying to recover is a withdrawal you initiated from CoinEx.
(2) The account submitting the request is not the recipient of the uncredited deposit.
(3) The recipient address does not belong to your CoinEx account.
(4) You are applying on behalf of someone else.
(5) The deposit has been credited.
(6) The information provided is incorrect, such as network, deposit address, or TXID.
If none of the above situations describe your issue, and you are unable to apply for asset recovery, please submit a ticket for further assistance.
If none of the above situations describe your issue, and you are unable to apply for asset recovery, please submit a ticket for further assistance.
Q2: Why is a service fee required for some asset recovery requests?
(1) Assisting in asset recovery requires additional manpower, which is why a service fee will be charged. You can view the fee amount in the [Application History].
(2) We will make every effort to recover your assets, but please note that there may be situations where recovery is not possible. If recovery is unsuccessful, you will not be charged a fee.
Q3: Why was my application rejected？
Here are some common reasons:
(1) The deposit you applied for recovery has been credited.
(2) The deposit has not received any confirmation on the blockchain.
(3) The designated deposit verification was not completed after applying (e.g., missing or incorrect tag for label coins).
(4) The withdrawal screenshot is invalid. A valid screenshot should be taken from the sending platform, including the crypto name, deposit address, amount, and TXID.
(5) You uploaded screenshots captured directly from blockchain explorers. As these screenshots are publicly accessible, they are not sufficient proof of your ownership of the assets.
(6) You didn’t provide the correct refund address. For example, the uncredited deposit is sent via the BSC network, but you provided a refund address on the BEP2 network.
(7) The screenshot of the refund address is invalid. A valid screenshot should be captured from the receiving platform rather than the blockchain explorers.
If you have any further questions, please submit a ticket to contact us.
