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. Deposit less than the minimum amount

Deposits below the minimum deposit limit will not be credited to your account automatically. Please find the minimum deposit amount of the specific crypto on the [Deposit] page. If your deposit is below the minimum limit, you can follow these instructions to recover your funds:

(1) Make another deposit to the same receiving address using the same network;

(2) Ensure the amount of your new deposit meets or exceeds the minimum deposit limit;

(3) Once the new deposit is confirmed, all previous deposits will be credited to your account simultaneously.

2. Deposit Label 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.

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 a specific CoinEx account, the deposit CANNOT be recovered.

3. Deposit using the wrong network

If you have deposited a supported crypto on CoinEx but used the wrong network, you can apply to Retrieve Uncredited Deposit.

Example: CoinEx only supports the ERC20 network for SHIB. If you accidentally deposit SHIB tokens using the BSC network, the deposit will not be automatically credited.

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

4. Deposit unsupported cryptos on CoinEx

Deposits made with unsupported cryptos will NOT be credited to your account. If you deposited unsupported cryptos using a supported network, you can apply to Retrieve Uncredited Deposit.

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. Deposit to CoinEx hot wallet / Withdrawal returned to CoinEx hot wallet 

You can apply to Retrieve Uncredited Deposit if:

(1) You mistakenly sent cryptos to the CoinEx hot wallet address. 

(2) Your withdrawal from CoinEx is refunded by the receiving platform. 

How can I know if my transfer is eligible for self-service asset recovery?

To use self-service asset recovery, your transfer should meet the following criteria:

1. The transfer is sent to your CoinEx account or CoinEx hot wallet.

The transfer 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. If it is shown as "Fail" or "Unconfirmed", please contact the sending platform for assistance.

4. Transfers that are not eligible for self-service asset recovery

(1) The transfer is a withdrawal from CoinEx.

(2) The receiving address doesn’t belong to CoinEx.

(3) The recipient is another CoinEx account.

(4) The deposit was already credited.

How to use self-service asset recovery

1. Click [Self-Retrieve] on the [Deposit] page, or choose [Retrieve Uncredited Deposit] on the homepage of the CoinEx help center.

2. Enter the transaction details of the uncredited deposit. 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 receiving address of the deposit. It’s usually indicated as “To”, “Receiver”, or “Destination address” in the blockchain explorer.

(4) Deposit Amount: Fill in the deposit amount as accurately as possible (Max. 8 decimals) and remove all comma separators.

(5) TXID: TXID is a unique identifier for each blockchain transaction and can be found in the withdrawal record. If the withdrawal record does not show the TXID, please contact the sending platform to obtain it.

2. Confirm the transaction details and click [Submit]. You can then click [View Details] in [Application History] to check the next steps.

3. Submit supplementary documents: Additional information is needed for certain asset recovery applications. Please follow the instructions and click [Supplement Documents] to upload the required documents.

Instructions for supplementary documents and additional actions

1. Deposit Label Coin without the correct Memo/Tag/Comment

(1) Send another deposit from the SAME sending address with the correct Memo/Tag/Comment

(2) Upload transaction screenshots of the original deposit and the new deposit

• Capture the screenshot from the withdrawal platform.
• Crypto name, amount, deposit address, and TXID should be included in the screenshot.

FAQ

Q1: Why does the system say "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 verify if it falls into any of the following scenarios:

(1) The transfer you apply for asset recovery is a withdrawal from CoinEx.

(2) The account requested does not match the intended recipient of the uncredited deposit.

(3) The recipient address is not associated with your CoinEx account.

(4) You are applying for someone else’s account.

(5) The deposit has been credited.

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 self-service asset recovery?

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

(2) We will do our best to retrieve your assets. However, we cannot guarantee success in all cases. If the asset recovery fails, you will not be charged any fees.

Q3: Why was my application rejected？

Here are some common reasons:

(1) The deposit you applied for recovery has been credited during the process.

(2) The deposit has not received any confirmation on the blockchain.

(3) You haven’t completed a new deposit from the SAME sending platform after submitting the application (Deposit Label Coin without the correct Memo/Tag).

(4) The transaction 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 from block explorers. As these screenshots are publicly accessible, they are not sufficient proof of your ownership of the transaction. 

(6) You didn’t provide the correct refund address. For example, the uncredited deposit is based on the BSC network, but you provided a BEP2 refund address.

(7) The screenshot of the refund address is invalid. A valid screenshot should be captured from the receiving platform instead of block explorers.

(8) You do not have enough balance in your account to pay the service fee.

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