To improve the handling process for deposit-related issues, Toobit has launched a deposit recovery service. If your digital asset deposit has not been credited after an extended period, you can submit a recovery request. Toobit will review your case and provide assistance where possible.
Please note that due to factors such as blockchain mechanisms, network conditions, and on-chain data limitations, some assets may not be recoverable. Toobit does not guarantee that all recovery requests will be successfully processed.
1. Introduction to deposit recovery
(1) After submitting your request, Toobit may contact you via email, in-app notifications, or other channels during the review process. Please monitor your notifications for updates.
(2) We will process your request within 10 working days. If recovering funds is particularly challenging, the actual processing time may be extended.
(3) Due to the complexity of different deposit issues, successful recovery may result in the assets being credited to your Toobit account or processed according to the specific recovery circumstances.
(4) As asset recovery may require substantial operational resources, time, and third-party support, Toobit may charge a recovery fee based on the actual recovery process. The fee may be up to 47 USDT, subject to the final verification result. In certain cases, recovery assistance may be provided free of charge after review. Once charged, the recovery fee is non-refundable.
(5) If assets are lost due to incorrect addresses, unsupported networks, unsupported tokens, or other irreversible blockchain-related issues, Toobit may be unable to provide recovery assistance.
2. Self-check before submitting a request
Before submitting a recovery request, please verify the following information:
A. Check the withdrawal status on the sending platform and confirm that the transaction has been completed. Obtain the corresponding transaction hash (TXID).
B. Confirm that the deposited token is listed and supported on Toobit.
C. Confirm that the deposit network/blockchain matches the network supported by Toobit.
D. Verify that the deposit address matches the address provided by Toobit. Some tokens require a Memo/Tag. Please ensure the Memo/Tag is entered correctly.
E. Confirm that the deposit amount meets Toobit's minimum deposit requirement.
3. Common reasons why deposits are not credited
(1) Blockchain network congestion or delay
Due to high transaction volumes, blockchain networks may experience congestion or delays, which can affect deposit processing times.
You can use the TXID to check the confirmation status on the relevant blockchain explorer and wait until the required confirmations are completed.
(2) Insufficient network confirmations
Different tokens require different numbers of network confirmations.
Your deposit will only be credited after the required confirmation count has been reached.
(3) Missing or incorrect Memo/Tag
Some tokens, such as XRP, XLM, and EOS, require a Memo/Tag when depositing. If the Memo/Tag is missing or incorrect, your deposit may not be credited properly.
(4) Deposit amount below the minimum requirement
If your deposit is below the token's minimum deposit requirement, it may not be credited and may be non-recoverable in some cases.
(5) Unsupported token deposit
If you deposit a token that Toobit does not support, the deposit may not be credited.
(6) Incorrect address not belonging to Toobit
If you send assets to an address that does not belong to Toobit, we may be unable to assist with recovery.
(7) Deposit made by an unsupported network/blockchain
Toobit only supports the networks displayed on the deposit page. Depositing through an unsupported network may result in your assets not being credited.
(8) Unsupported deposit type
If the deposit is made using a transaction type or transfer method that is not supported by Toobit's deposit system, the deposit may not be automatically credited and may require manual processing.
(9) Deposit of a delisted token
If you deposit a token that has been delisted by Toobit, the assets may not be credited or displayed properly.
(10) Deposit amount below Toobit’s minimum deposit requirement
If your deposit amount is below Toobit’s minimum deposit requirement, the deposit will not be credited, and the system may be unable to assist with recovery. Please always check the minimum deposit requirement before making a deposit to avoid potential asset loss.
Example:
The minimum deposit requirement for USDT-SOL is 1 USDT. If you only deposit 0.1 USDT, the deposit will not be credited and may not be recoverable.
4. How to submit a deposit recovery request?
If your deposit has not been credited, you can submit a request through the "Recover deposit not credited" feature.
Please provide the following information:
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Token name
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Deposit network/blockchain
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Deposit amount
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Transaction hash (TXID)
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Deposit address
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Relevant screenshots or additional details
Please ensure that all submitted information is accurate and complete to help Toobit review your request more efficiently.
If you are unsure why your deposit has not been credited, you may still submit a request, and Toobit will assist with verification.
If you have any questions, please contact our Customer Support.
