How to Retrieve Uncredited Deposit via Self-Service

Common Types of Abnormal Deposit

There are three procedures of a cryptocurrency transfer: Withdrawn Block Confirmations Deposited. 

Digital currency transactions are irreversible and can not be canceled or reversed once confirmed on the blockchain.

If your deposit has not arrived and is one of the following types, we will assist you in retrieving it.

 

1. Deposit less than the minimum amount

Any deposit less than the minimum amount will not be credited to your account. You may refer to the Deposit Page for the minimum deposit amount for the corresponding coin or token. When the cumulative deposit(s) in 2 or more attempts to the same address reach(es) the min. limit, these assets will be automatically credited to your CoinEx account.

 

2. Deposit Label Coin without or with wrong Memo/Tag

Memo/Tag is a MUST when depositing Label Coin to CoinEx. It won't be credited to your account if you miss out Memo/Tag or put in the wrong Memo/Tag. In this case, you can try to apply to Retrieve Uncredited Deposit.

For example, you deposit XLM to CoinEx with the correct deposit address but miss out the Memo/Tag or fill in the wrong one.

Note: In special cases, if the memo/tag you incorrectly filled in happens to belong to a certain CoinEx account, the abnormal deposit cannot be recovered.

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3. Deposit via the wrong network

The crypto is supported on CoinEx, but the deposit was sent via the wrong network. In this case, you can try to apply to Retrieve Uncredited Deposit

Note: If the deposit network is NOT supported on CoinEx, the funds CANNOT be recovered.

For example, CoinEx ONLY supports ERC20 network for SHIB, so if you accidentally make a deposit via BSC network, you will not receive the SHIB deposit automatically.

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4. Deposit unsupported coins/tokens on CoinEx

Deposits of unsupported/unlisted coins/tokens will not be credited to your account. If you deposit unsupported coins/tokens using a supported protocol type, you can try to apply to Retrieve Uncredited Deposit.

For example, CoinEx can manually send back unsupported coins/tokens like WETH-MATIC, FEG-ERC20, etc. 

 

5. Deposit to CoinEx Hot Wallet address / Withdrawal returned to CoinEx Hot Wallet address 

(1) The CoinEx Hot wallet address is mistakenly used as the deposit address. 

(2) The withdrawal is returned to the sending address for certain reasons by the receiving platform. 

 In this case, please try to apply to Retrieve Uncredited Deposit.

 

Are you eligible for Self-service Recovery?

1. The transfer you apply for Self-Service Recovery is deposited to your CoinEx account or CoinEx Hot Wallet Address. 

The transfer you apply for Self-Service Recovery is sent to your CoinEx Account or CoinEx Hot Wallet Address, and it is confirmed on the blockchain.

 

2. The transfer you apply for Self-Service Recovery is shown as "Success" or "Confirmed" on the blockchain. 

Please make sure the transfer you apply for Self-Service Recovery is shown as "Success" or "Confirmed" on the blockchain. If it is shown as "Fail" or "Unconfirmed", please kindly turn to the sending platform for help. 

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3. The transaction you apply for Self-Service Recovery has reached the confirmations specified by CoinEx. 

If the deposit doesn't get enough confirmations on the blockchain, your application for Self-Service Recovery will fail. Please refer to the Deposit Page for the required confirmation(s) for each coin/token.

 

4. Withdrawals from CoinEx are not eligible for Self-Service Recovery. 

Digital currency transactions in blockchains are irreversible, meaning once they are sent, only the receiver can send the funds back to you.

In this case, please contact the customer service of your recipient platform for more assistance.

 

5. Other conditions that are ineligible for Self-Service Recovery.

(1) The receiving address of the transfer you applied for Self-Service Recovery does not belong to you. 

(2) The transfer you apply for Self-Service Recovery is the withdrawal initiated by your CoinEx account.

(3) Application on behalf of others.  

 

How to use self-service recovery

Step 1:

1. Visit the [Deposit] page and click [Retrieving Uncredited Deposit].

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Or visit [CoinEx Help Center] and click [Retrieve Uncredited Deposit] in [Self Services].

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2. Enter the details of your deposit and click [Submit]. To ensure that the information you entered is correct, please copy and paste the deposit address and TxID/TxHash.

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  • Coin: Please enter the coin/token name correctly. If you cannot find the coin/token of your deposit in the list, please enter the coin/token name directly and click [Confirm].

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  • Protocol Type: Please select the correct protocol type of this transaction.

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  • Recipient Address For Deposit: Please enter the recipient address of this transaction correctly. For deposit address, please refer to the "To address", "Destination address" or "Receiver" on the block explorer.

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  • Deposit Amount: Please fill in the deposit amount of this transaction as accurately as possible. We support up to 8 decimals places of precision. Please remove all separators.
  • TxID: A TxID/TxHash is an identification number that labels each transaction on the blockchain. Transaction ID (TxID) is the ONLY representation of each blockchain transaction. You can find your transaction ID (TxID) in your withdrawal record. If you cannot find it, please contact your withdrawal platform to get it.

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Step 2:

Confirm your application details and click [Submit]. You can then click [View Details] in [Application History] to check the status of your application.

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Step 3:

Submit Additional Information: You need to provide supplementary documents for the application. Please click [Supplementary Documents] and follow the tips to submit the required information.

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Requirements for supplementary documents

  • Deposit Label Coin without or with wrong Memo/Tag

(1) Upload Transfer record screenshot(s)

Capture the screenshot from the withdrawal platform, ensure the coin/token, amount, deposit address, and TxID are included in the screenshot.

(2) Complete a designated deposit shown on the page with correct Memo/Tag for verification

If the specified amount is less than the minimum withdrawal amount on your withdrawal platform, you may increase the deposit amount.

(3) Upload transfer record screenshot(s) of the designated deposit

Capture the screenshot from the withdrawal platform, ensure the coin/token, amount, deposit address, and TxID are included in the screenshot.

 

  • Deposit via the wrong network

(1) Deposit 50 USDT

If you agree to pay a 50 USDT service fee, please set aside 50 USDT in your Spot Account.

(2) Upload transfer record screenshot(s) 

Capture the screenshot from the withdrawal platform, ensure the coin/token, amount, deposit address, and TxID are included in the screenshot.

 

  • Deposit unsupported coin/token on CoinEx

(1) Deposit 50 USDT

If you agree to pay a 50 USDT service fee, please set aside 50 USDT in your Spot Account.

(2) Upload transfer record screenshot(s) 

Capture the screenshot from the withdrawal platform, ensure the coin/token, amount, deposit address, and TxID are included in the screenshot.

(3) Enter the return address

Fill in the return address of the SAME Protocol Type. Please enter a Memo/Tag if it’s required by the receiving platform/wallet.

(4) Upload screenshot(s) of the return address 

Capture the screenshot from the deposit page.

 

  •  Wrong deposit to CoinEx Hot Wallet address / Withdrawal returned to CoinEx Hot Wallet address

(1) Upload transfer record screenshot(s) 

Capture the screenshot from the withdrawal platform, ensure the coin/token, amount, deposit address, and TxID are included in the screenshot.

(2) Upload chat history screenshot(s) 

If the deposit is firstly sent from CoinEx then returned back to CoinEx hot wallet by the receiving platform, please provide screenshots of chat history between you and the platform that includes the TxID.

 

FAQ

Q1: Why does the system say "Unable to locate the deposit on blockchain, please check your TxID or protocol type and submit again"?

A1: The address you entered should be your CoinEx deposit address or a CoinEx Hot Wallet address. If the system rejects your application, please check if:

(1) The transaction you are trying to retrieve is a withdrawal from your own account;

(2) You are the sender of this transaction (i.e., you deposited funds to another user’s account and it hasn’t arrived);

(3) The deposit address does not belong to your CoinEx account;

(4) You are applying on behalf of others.

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Self-service recovery cannot be applied to above situations. Please submit a ticket for assistance instead. 

 

Q2: Why service fee is needed for Self-Service Recovery?

A2: (1) Since extra technical support is needed to recover your assets, a certain amount of service fee will be charged. You can check the fee amount in [Application History].

(2) Fees will only be collected if the retrieval is successful.

 

Q3: Why is my application rejected?

A3: Here are some of the common reasons:

(1) The deposit you are trying to retrieve has already arrived before or during the retrieval process.

(2) The transaction amount is shown as “0” on the blockchain, in which case we cannot assist.

(3) Specified deposit with correct Memo/Tag is not completed for verification (for depositing Label Coin without or with wrong Memo/Tag).

(4) The transfer record screenshot(s) from the withdrawal platform you submitted is not acceptable, which should include the coin/token, amount, deposit address, and TxID.

(5) You uploaded the screenshot(s) from block explorer which everyone has access to. It cannot prove the transaction belongs to you.

(6) You provided the wrong return address. For example, your abnormal deposit is based on BSC network (BEP20 network), but you provide a BEP2 return address.

(7) The screenshot(s) of the return address you provided is not acceptable, which should be captured from your deposit page.

(8) You have not set aside enough service fees in your CoinEx account.

(9) The transaction you are trying to submit is not a cryptocurrency deposit (i.e., withdrawals-, fiat-, or account-related).

 

If you have any further questions, please submit a ticket to contact us.