1.Missing or wrong Memo/TAG/Payment ID
If you used a wrong Memo of a currency (e.g.XLM, XRP, etc), your deposit will not be credited.
To recover your assets, you can submit a ticket online via self-service(https://xtsupport.zendesk.com/hc/zh-cn/requests/new) with the details below and we will get back to you as soon as possible.
Please provide a video that includes a recording of a whole process of logging into the corresponding platform. Please make sure that the withdrawal information (currency, quantity, withdrawal time, and TXID) is clearly displayed in the video. At the same time, your face needs to appear in the video.
Regarding the video requirements, in order to verify the authenticity of the deposit, Please do not use any screen recording tools to record the video. The video content should include:
- The whole process of logging into the platform wallet
- Website page of platform or wallet
- Related coin withdrawal records (TXID, currency, quantity, date)
If you send the video in the form of an attachment, please make sure the video is within 20M. Or you can upload to the cloud disk and provide it as a link.
2.Deposit made to incorrect receiving/deposit address or Unlisted token deposited
- Please describe your deposit situation in detail, your XT.COM account, the currency, address, quantity, and TXID (very important). Our customer service staff will promptly determine whether it meets the requirements for recovery.
- If it is possible to retrieve your wrong currency, we also need technical staff to help retrieve it. Due to the large amount of manpower costs, time costs and risk control costs, the entire process requires at least about 1-2 weeks, and it may be longer. Please wait patiently. In addition, you need to confirm with the customer service staff whether you need to return the same way, or transfer to your designated address. (If you return the same way, please confirm that the other party is not a hot wallet address; if it is a designated address, please provide the customer support with an address)
3.Accidentally deposit to an incorrect address
- Deposit to an incorrect address that doesn't belong to XT.COM
If your currency is deposited to an address other than XT.COM, XT.COM will not be able to receive the corresponding blockchain assets. Due to the anonymity of the blockchain, we cannot help you retrieve it. It is recommended that you find the owner of the corresponding address through other means to negotiate and retrieve it.
- Deposit to an incorrect network address on XT.COM
If the token is on a chain that is supported by XT.COM and the contract address is the same, you can contact XT.COM customer service to help retrieve it; if XT.COM does not support this chain, you need to confirm with the customer service whether it can be returned. If it can be returned, please confirm if it should be returned as it is or transfer to your designated address.