How do We Handle Your Self-Recovery Request for Deposits

If your deposited funds haven’t arrived because you forgot to fill the memo or fill the wrong memo, or you deposited token via an unsupported network or involved a token that hasn’t been listed, you can apply for self-service recovery to retrieve the funds.

 

Content

1.How to Recover your Deposits by Self Recovery Feature

2. How do We Handle Your Recovery Applications?

3. What do those Statuses Mean?

4. How Long can I Expect to Get the Result?

5. What Should I do after Token Recovery is Completed?

6. FAQs

 

1.How to Recover your Deposits via Self-Recovery Feature

You may follow up the below instructions to submit a self-recovery request: 

Step 1: Log into your KuCoin TR account before applying for self-recovery. Then, go to the Help Center page and select “Didn't Receive Your Deposit?”.

 

Step 2: Choose what is the deposit problem, and then fill out the following fields.

• Deposit Network: Select the network used for your deposit, by referring to the blockchain’s information.
• Amount: Enter your deposit amount. Please note that we only support up to 18 decimal places.
• TxID/Tx Hash: The transaction hash, also known as TxID, is a unique string provided for every transaction that has been verified and added to the blockchain. It’s like a tracking number for a shipment and can be used to track the progress of the transfer. 
• Return Address: Funds can only be returned to the original sending address on the blockchain. Currently, self-recovery does not support deposits made from multiple sending addresses.
• Contact Email: Enter your registered email address or a valid contact email.
• 

Step 2: Click Next and submit your application, you can check the status of your application under “View Application History”.

 

Step 3: Once the application is approved, complete the payment of processing fee at "Self-Recovery Request History" page. Please ensure that your Funding Account balance is sufficient for the fee amount of 40/80 USDT. After payment, the refund will be completed within 5 business days, and the TxID for the returned assets will be provided.

 

2.How do We Handle Your Recovery Application?

After receiving your information, we will help you check with our dedicated team whether your deposit can be retrieved. If positive, we will sent you one email to let you know. It is recommended that you stay tuned to [Self-Recovery Request History] or your inbox for updates.

Please be aware that you need to go to the "Self-Recovery Request History" page to pay the service fee by clicking the "Pay Fees" button (please make sure the available balance in your Funding Account is more than the processing fee).

After you pay the fees, we will complete the recovery within 5 working days, and a notification mail with the result and the TxID of the returning deposit will be sent to you.

 

3. What do those Statuses Mean?

Once you get our notification, there would be  several statuses listed below:

Under review: Waiting for review, usually it won't take too long, and there will be a notification mail/SMS from the system.

Processing: We will process the recovery within 5 working days after the service fee is successfully paid.

Pending Deduction: Please ensure there are available fees under your Funding Account and wait for the fee deduction. If the system failed to deduct the fee, a notification will be sent to you via email/SMS.

Deducted: The Fee has been deducted successfully. We will process the recovery within 5 working days.

Completed: Your application has been completed, you may check your application history for Returning TXID.

 

4. How Long can I Expect to Get the Result?

4.1 After submitting the application, we will review your application and it won't take too long, a notification mail/SMS from the system will be delivered to you, it is recommended that you stay tuned to "Self-Recovery Request History" or your inbox for updates.

4.2 We will process the recovery within 5 working days after the service fee is successfully paid.

 

5. What should I do after Token Recovery is Completed?

5.1 For personal wallet: The deposit has been returned to the sending wallet successfully, you may log in to your personal wallet to check it.

5.2 For transactions sent from Exchange: Normally exchange's transactions were sent from their hot wallet address instead of your own wallet, thus you have to contact the sending exchange by providing the 'withdrawal TXID + KuCoin TR returning TXID' and ask them to help you credit the token.

 

6. FAQs

Q1: Is there a fee for retrieving my funds?

Fees are only collected if the retrieval is possible, and they are different in different types. You can check while applying for the retrieve or find the fee amount under your application.  

 

Q2: How do I get the TxID of the returning deposit?

A: Please rest assured that there will be a notification via mail/SMS. You may also check your application history for Returning TXID.

 

Q3: Why is my application rejected?