1. Forgot to fill in or wrongly filled in Memo/TAG/Payment ID
If the Memo was not filled in when depositing a Memo token (such as XRP, XLM, etc.), the deposit will not be credited to the account. Due to the particularity of the address of Memo token, it will be returned to your original address. Please submit a ticket in time and provide the following information, so that we can verify and process it for you as soon as possible:
- XT account (email or mobile number)
- Deposit hash
- Deposit amount
Note: It will be returned to the FROM address for you within 2 weeks after verification.
2.Deposit made to incorrect receiving/deposit address or Unlisted token deposited
- Please describe your incorrect deposit in detail, including your XT.COM account, the wrong token, the address, the amount, and TXID (very important). Our staff will promptly estimate whether it meets the requirements for retrieval.
- If it is possible to retrieve your token, we will need our technical staff for help. Due to the great cost of manpower, time and risk control, the entire process requires at least 1-2 weeks. Please wait patiently. In addition, you are required to confirm with the customer service staff whether you need it to be returned to the From address, or to transfer to a designated address. (If to return to the From address, please make sure that it is not a hot wallet address; if to a designated address, please provide it to the customer service staff.)
3.Accidentally deposit to an incorrect address
- Deposit to an incorrect address that doesn't belong to XT.COM
If your token is deposited to an address that does not belong to XT.COM, our platform will not be able to receive the 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 by other means to negotiate for retrieval.
- Deposit to an incorrect network address on XT.COM
If the token belongs to 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 whether you need it to be returned to the From address or to transfer to a designated address.