If you forgot to use a tag, or used the wrong tag, your deposit will not be credited to your account. Please submit a ticket with the following information, and we will attempt to recover it.  

  1. The amount of deposit
  2. The type of token being sent
  3. The tag you used when sending the deposit
  4. The correct tag
  5. The originating wallet address
  6. The receiving wallet address

Please allow 10 business days for us to locate and deposit the amount into your account.  

We make no guarantees, as per the Account Funding; Transactions section of our Terms and Conditions:

"We are not able to reverse any transactions and will not have any responsibility or liability if you have instructed us to facilitate sending Digital Currencies to an address that is incorrect, improperly formatted, erroneous or intended for a different type of Digital Currency. We are not able to reverse any transactions and will not have any responsibility or liability if you have submitted instructions to send fiat currency to an External Account that is incorrect, improperly formatted or erroneous."

Here is also a link to our full terms and conditions.

 

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