Knowledge Base

Deposit

Common Cases & Solutions for Wrong Deposits

What Does It Mean to Deposit a Crypto Unsupported by Xchiliz?

Xchiliz only supports automatic crediting for deposits of crypto listed on the Wallets Overview page using the corresponding blockchain networks. If you accidentally deposited an unsupported crypto or used an unsupported blockchain network for a deposit, Xchiliz will assist you in manually recovering the assets for a processing fee.

Note: Recovery may not be supported for certain crypto/networks.


Case A: Depositing Old Futures Crypto

Xchiliz will upgrade or replace crypto based on the project's operational direction, and will no longer support deposits of old futures crypto, such as ZINU/GART, etc. If you deposit these old cryptos, your deposit will not be credited. In such cases, please ensure that the contract address of the sending party and receiving party corresponding to the crypto are consistent before making a deposit. If you are unsure, feel free to contact Xchiliz online customer service for consultation on the token contract address.



Case B: Depositing Using Unsupported Blockchain Networks

Some stablecoins are issued on multiple blockchain networks, and even though Xchiliz  has listed them, it doesn't mean that all networks are supported for the deposits.

For example, if you deposit USDC using the FTM network, the deposit will not be credited as Xchiliz currently does not support the USDC-FTM network.

In such cases, please ensure that the sending party and receiving party are using the same network before making a deposit.


What Should I Do?

If you discover a wrong deposit, please log in to the Xchiliz account that received the transfer and click on this link to submit the application: Wrong Deposit Return Application

Alternatively, you can contact online customer service and explain your situation. Follow the instructions provided by customer service and submit the following information. Xchiliz will make every effort to assist you in recovering your assets.

  • UID, email address or mobile number used for sign-up

  • Deposit crypto and amount

  • Transaction hash / TxID of the deposit

  • Screenshot showing the source of the deposit


Details of the Required Information

We will provide a detailed explanation for the above-mentioned information to help you obtain the information accurately.

UID, email address or mobile number used for sign-up

Your UID can be found on your Xchiliz profile page.

On the platform where the crypto was withdrawn and transferred, copy and paste the complete transaction hash (TxID) of the deposit with unfilled / incorrectly filled MEMO.

Deposit crypto and amount

The name of the crypto and the amount you have deposited.


Transaction hash / TxID of the deposit

On the platform where the crypto was withdrawn and transferred, copy and paste the complete transaction hash (TxID) of the wrong deposit.


Screenshot showing the source of the deposit

Log in to the withdrawal platform, search your withdrawal history, and find the corresponding withdrawal record. Note: The screenshot should clearly show the complete TxID, address, crypto, and amount.

Terms & Conditions

  • Xchiliz will make every effort to help you recover your assets, but due to the complexity of the blockchain network, we cannot guarantee a 100% recovery of your assets in all cases.

  • If our asset recovery team successfully recovers your assets in an unsupported crypto, a processing fee of 50 USDT will be charged.

  • If Xchiliz is unable to recover the assets, your deposited assets in the unsupported crypto will be permanently lost. However, you can contact online customer service to apply for a refund of the paid processing fee.

  • By accepting the asset recovery terms & conditions, you should understand that the estimated time for crypto recovery may take up to 22 business days.

Uncredited Deposits: Why They Happen and How to Solve Them Xchiliz

When transferring digital assets from other exchanges or wallets to Xchiliz , you may encounter situations where the deposited crypto is not credited immediately. This is usually due to the following:
  • Insufficient block confirmations
  • Depositing via unsupported smart contract methods
  • Missing or incorrectly filled [Memo/Tag] identifier
  • Deposits involving crypto/networks not supported by Xchiliz
  • Tokens under maintenance during deposit
  • Tokens delisted by Xchiliz during deposit

1. Normal deposit with insufficient block confirmations leading to the deposit not being credited


In normal deposit scenarios, each crypto requires a certain number of block confirmations to transfer the amount to your Xchiliz account. To view the required blockchain confirmations, please check the corresponding crypto's deposit page. Steps are as follows:


Reminder: The minimum block confirmation requirements vary for each crypto. If the requirement has not been met yet, please wait patiently.

2. Depositing via unsupported smart contract methods resulting in the deposit not being credited


Currently, some crypto on the Xchiliz platform cannot be deposited using smart contract methods. In such cases, smart contract transfers will not be recorded in your Xchiliz account, and manual deposit is required. Please submit the form. The review is expected to be completed within 1-2 business days. Once completed, we will inform you of the result via email or notification promptly.

3. Missing or incorrectly filled [Memo/Tag] identifier for a transfer resulting in the deposit not being credited


Some crypto require the entry of tag (Memo/Tag/identification code), such as XRP, EOS, ATOM, etc. If the deposit is not credited due to missing or incorrect entry, please submit the  form. The review is expected to be completed within 1-2 business days. Once completed, we will promptly inform you of the result via email or notification. For instructions on filling out the form, please refer to ""

3.1 What is a deposit with missing or incorrectly filled [Memo/Tag] identifier?


The [Memo/Tag] identifier is an additional address feature required by the recipient of the transaction outside of the wallet address. For digital currencies such as XLM, XRP, ATOM, EOS, TON, etc., entering the corresponding [Memo/Tag] identifier is necessary for effective transfers.
At Xchiliz, for crypto that require the entry of the [Memo/Tag] identification code, we provide a unified deposit wallet address. To ensure that assets are accurately and securely credited, it is necessary to enter the correct deposit [Memo/Tag] identifier during the deposit process.

3.2 Case Studies


Case Study A: A TON deposit with the [Memo/Tag] identifier mistakenly entered as "Send." (On the TON blockchain, Memo/Tag is also calledthe Message.)


Example B: A TON deposit with missing [Memo/Tag] identifier. (On the TON blockchain, Memo/Tag is also called the Message).



4. Deposits involving crypto/addresses/networks unsupported by Xchiliz


4.1 Depositing crypto unsupported by Xchiliz


If the contract address of the crypto you are depositing does not match the supported contract address on Xchiliz, even if they have the same name, your deposit will not be credited.
Such a situation is considered depositing a crypto unsupported by Xchiliz. Please promptly submit the  form, and Xchiliz will try to assist you in resolving your deposit issue.
Ways to check token contract addresses (click on last characters of the contract address to view the complete contract address):


4.2 Depositing using addresses/networks unsupported by Xchiliz

If the contract address of the crypto you are depositing matches the supported contract address on Xchiliz , please check if you are using the correct deposit network. If your deposit network is incorrect, the deposit will not be credited. Please promptly submit the form, and Xchiliz will try to assist you in resolving your deposit issue.
Ways to check supported deposit networks:
Please check the network information displayed in the withdrawal records on the withdrawal platform. If the Xchiliz token deposit page does not display this network or if the displayed network information differs from the withdrawal party, you can submit the form.



5. Depositing tokens under maintenance

Some tokens may undergo regular or ad-hoc wallet maintenance. When a token is undergoing maintenance on the deposit channel, deposits will not be credited for the time being. You can click on [Network Resumption Reminder] on the deposit page. Once the maintenance is completed and network is restored, you will receive a notification.
Ways to check token deposit network status:


6. Depositing tokens delisted by Xchiliz


If you have deposited tokens delisted by Xchiliz and they have not been credited, please contact online customer service for assistance.

Reminder:


  • Some tokens may undergo changes in contract addresses or support multiple blockchains. If you are unsure of the token's contract address, please contact online customer service for confirmation.
  • In addition to the above-mentioned situations where deposits are not credited, in case of other special circumstances (such as wrong deposits of tokens to Xchiliz hot wallet addresses, tokens being returned from other platforms to Xchiliz , etc.), please contact online customer service, and we will do our best in providing you with assistance and solutions.