How to Retrieve Uncredited Deposit with Self-Service Recovery?

Ⅰ. Common Types of Abnormal Deposit

There are three procedures of a cryptocurrency transfer: Withdrawn ➞ Block Confirmations ➞ Deposited. 
Due to the irreversibility of digital transfer, once confirmed in the blockchain, it can not be canceled or retrieved. If your deposit is not credited to your account successfully and it is eligible, we can help to recover your assets.

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 each coin or token, and you can also submit a ticket for help.

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 may 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: We CANNOT help retrieve your assets if the Memo/Tag you filled in belongs to any other CoinEx user. 

3. Unsupported protocol type on CoinEx

Coins/Tokens deposited are supported on CoinEx, but the protocol type is not. In this case, you may apply to Retrieve Uncredited Deposit.

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

4. Unsupported coin/token on CoinEx  
Deposits of unsupported/unlisted coins/tokens will not be credited to your account.  If you deposit with supported protocol type, you may apply to Retrieve Uncredited Deposit.

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

5. Wrong 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, you may apply to Retrieve Uncredited Deposit.

Ⅱ. 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. 

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

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 assistance.

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

 a. The receiving address of the transfer you apply for Self-Service Recovery does not belong to you. 

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

 c. Application on behalf of others.  

Ⅲ. How to use self-service recovery?

Step 1:

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

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.

• 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].

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

• 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.

• 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 for TXID.

Step 2:

Confirm your application details and click [Submit]. You can then View Details in [Application History].

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.

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 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 unsupported protocol type on CoinEx

1) Deposit 50 USDT
-If you agree to pay 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 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.

 IV. Frequently Asked Questions:

1. Why does the system say "Unable to locate the deposit on blockchain, please check your TXID or protocol type and submit again"?

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:

• The transaction you are trying to retrieve is a withdrawal from your own account;
• You are the sender of this transaction (i.e., you deposited funds to another user’s account and it hasn’t arrived);
• The deposit address does not belong to your CoinEx account;
• You are applying on behalf of others.

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

2. Why service fee is needed for Self-Service Recovery?

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 are only collected if the retrieval is successful.

3. Why is my application rejected?

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. We cannot assist you with this situation.

3) 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.

4) Please do not upload the screenshot(s) from block explorer which everyone has access to. It cannot prove the transaction belongs to you.

5) The format of your return address is wrong. For example, your abnormal deposit is based on BSC network(BEP20 network), but you provide a BEP2 return address.

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

7) 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.