How to Retrieve Deposits on Unsupported Network or Unlisted Cryptocurrency
If a deposit was not credited because you accidentally used an unsupported network or deposited an unlisted cryptocurrency, you may use a self-recovery request to retrieve your funds.
Before submitting your request, please ensure you've gone through the important notes provided below. Otherwise, KuCoin TR may not be able to help.
Content
1.What Kinds of Transactions Can Be Self-Recovered?
2.How Do I Submit a Self-Recovery Request?
1. What Kinds of Transactions Can Be Self-Recovered?
• If the deposit you've made was to an incorrect address, a non-KuCoin TR address, or sent it to another user's address, KuCoin TR will not be able to help you recover those assets.
• If the cryptocurrency is undergoing maintenance and deposits are temporarily suspended, self-recovery will not be available.
• If your deposit transaction on the blockchain has multiple source addresses ("From" addresses), self-recovery will not be available.
• On the dropdown menu of self recovery request page, if the network can't be found on the menu, self-recovery will not be available.
• If the source address from which the assets came from cannot receive transfers of recovered assets, we will not be able to recover your assets for you.
• Only transactions whose statuses have been marked as "Confirmed" or "Successful" on the blockchain are eligible for self-recovery. If the status of the transaction is "Unconfirmed" or "Failed", we too are unable to assist you further. Please refer to the examples below to understand the transaction status on the blockchain:
If your transaction was conducted via another platform or service, you will also have to check if the status of the transaction is reflected as "Completed" on that platform. If the transaction's status is "Unconfirmed" or "Failed", try contacting that platform for further assistance.
2. How Do I Submit a Self-Recovery Request?
You can simply log into your KuCoin TR account, go to the Help Center page and select “Didn't Receive Your Deposit?” to submit self-recovery request.
→Click here to know more about How to Submit Self-Recovery Request for Deposits
3. Frequently Asked Questions
Q1: Do I need to pay a fee to recover my lost crypto?
Answer: Since the recovery process for lost assets requires a considerable amount of effort and resources, a service fee is necessary. The amount of the service fee is shown on the request submission page and can also be viewed on the View Request History page.
Q2: Why can't I select my cryptocurrency type on the self-recovery request page?
Answer: We are working hard to add support for the recovery of even more lost cryptocurrency types. Currently, only certain cryptocurrencies are supported. If you need to recover assets of a cryptocurrency type that is currently not supported, please submit a request to the KuCoin TR Customer Service Team, and we will try to find a way to help you recover your lost assets (your request will be replied to via email).
Q3: Can my lost assets be recovered if what I deposited was a fiat currency?
Answer: This service is only for the recovery of assets that were lost due to being transferred via an unsupported blockchain network, or if the assets in question were an unlisted cryptocurrency type.
Q4: How do I pay the service fee?
Answer: Once your request is reviewed and accepted, click the Pay Fees button to do so. Please make sure the available balance in your Funding Account is more than the necessary fee of 80 USDT.
Q5: How long will it take to review and accept my request?
Answer: Requests are reviewed by the system and processed as quickly as possible. Once the review is complete, we will notify you via email and account push notifications.
Q6: How long will it take to recover my lost assets?
Answer: Once you pay the fee, we will attempt to recover the lost assets within 5 business days, and they will be returned to the original source address that sent them.
Q7: Where can I find the TxID of the transaction by which my lost assets were recovered?
Answer: We will send you the TxID of the return transaction via email and account push notifications. You can also find the Returning TXID on the application history page.
We hope this article has been helpful. If you have any other questions, please reach out to our customer during 09:00-22:00（UTC+3）support via online chat or submit a ticket.
Happy trading on KuCoin TR!