How to return assets to the account: retrieving of uncredited deposits

When topping up a Wallet account, tokens are first sent to a unique deposit address. This is a transit address which is created by Wallet specifically for you.

This address differs from ones in non-custodial wallets (e.g. TON Space or Tonkeeper). There, you store the private keys yourself and fully control access to assets. Wallet is a custodial service — it generates a blockchain address personally for you and stores the related private keys. You can read more about the differences between custodial wallets and non-custodial ones in our article.

All withdrawals from Wallet are sent from one common “central” address. This is a key feature of custodial services. As such, if you enter the address incorrectly or send a deposit to a third-party service or exchanger, the funds will be returned not to your personal address, but first to the Wallet “central” address.

This article describes in detail what situations you may encounter and what needs to be done to recover assets and to prevent it from happening in the future.

1. Returns from exchanges

2. Sending assets to exchanges with a comment

3. Deposits to Wallet's custodial address

4. How long will it take to credit the return from the exchange to my account
5. How to avoid such cases in the future

Returns from exchanges

Sometimes, when withdrawing cryptocurrency to an exchange address, the service may not accept the transaction and will instead return it to the sender.

This could happen for several reasons. It all depends on the rules of the service you send the cryptocurrency to. We recommend that you contact the destination service support for more details. In our experience, however, the problem most commonly occurs for the following reasons:

• Transaction review by the exchange

Since each service has its own criteria for determining risks that a particular incoming transfer may pose, a transaction may not be credited because it failed to pass the security checks of the exchange.

• Rules and deposit limits of affiliated services

In certain situations, upon reaching the maximum amount of deposits, the exchange may not accept the deposit. This may also be influenced by the rules of the exchange's partners or certain regional restrictions.

• Restrictions imposed on the recipient’s account

If the recipient's account is restricted, then the cryptocurrency may be sent back.

• Incorrectly specified comment (memo/tag)

If the required comment was not specified when making the withdrawal, the exchange may return the transaction. You can find more details about transaction comments and memos in this article.

What information do I need to provide for a return

Since the cryptocurrency is sent from the custodial address when withdrawing from Wallet, once it is returned from the exchange, the assets are returned to our "central" address. Therefore, the return address differs from your personal one in Wallet.

For a successful and prompt crediting of your returned assets, you need to provide as many details as possible, which will help our support team find the transaction. Basic information that may expedite the search process includes:

1. The hash of the return transaction in the blockchain. You need to check the exchange or contact the support team of the exchange to request the return transaction hash.
2. The date and amount of the withdrawal transaction from Wallet.
3. The confirmation message from the exchange on the return. For example, a screenshot and a screen recording, showing the support request and the required information about the return.
4. Completed identity verification at the Extended level. In some cases, you may also need to pass a biometric facial check (Liveness Check) in your Wallet. Our support will inform you in case a Liveness Check is necessary. Read more about verification in this article.
5. Any other information that our support may request during the review of the return request. This includes recording the screen using another device. Depending on the exchange, we may need additional details to successfully credit the cryptocurrency.

To return the cryptocurrency to your Wallet, we have to make sure that you are the owner of it. To do this, we request information that confirms that the return indeed belongs to you.

Sending assets to exchanges with a comment

Many third-party exchanges and services do not use unique transit addresses for your account’s deposits. Such services use a “central” address for deposits. Due to that, the only possible way to determine that the transaction was sent by you is by virtue of a special comment (memo/tag). This is typical for the TON blockchain and its tokens.

Before sending assets to the relevant service, please make sure whether:

1. The service supports this cryptocurrency.
2. You need to specify a comment (memo/tag) for the deposit.

All this information can be checked in your personal account on the official website of a third-party service or clarified with the support of the recipient exchange.

What is a memo/tag, and where can I find it

When transferring certain assets (e.g. Toncoin, Notcoin or USDT (TON)) to exchanges, it may require a comment for the transaction (memo or tag). It is necessary for exchanges to correctly determine which account to credit the funds to.

The memo can be found in your personal account on the exchange's website, where you send the transaction to. If you try to top up your balance on the exchange, you will see your deposit address and the correct memo/tag. You will need to copy and specify it when withdrawing from Wallet. Without this comment, the cryptocurrency may not be credited to your account.

I withdrew assets from Wallet, but they have not been credited to my exchange. What should I do

Please check that: 

1. The withdrawal from Wallet is successful, and is not being processed or reviewed. 
2. The withdrawal transaction is also successful on the blockchain. 
3. You have specified a comment (memo/tag) for the transaction in accordance with the instructions of the recipient exchange. 

If the transaction with the specified memo is successful on the blockchain, but the funds have not been credited to the account on the exchange, we recommend contacting the support service of the platform where the cryptocurrency was sent to.

How to check a withdrawal to an external address in the blockchain

For this, you need to find the necessary withdrawal to an external address in your transaction history section (‘History’). Tap on the transaction in the list and then on the '’View in Blockchain Explorer’ button. You will see a blockchain explorer where you can find information on any transaction in the selected network.

By clicking on the link from ‘History’, you can view your transaction sent to the specified address. The blockchain explorer makes it possible to view the transaction status, the time of sending and confirmation in the network. On top of that, it shows the addresses of senders, recipients, and subsequent cryptocurrency transfers.

I accidentally sent my assets to an exchange without a comment. What should I do

In this case, you will need to:

1. Contact the support service of the exchange where the funds were sent to and explain the situation.
2. Provide all evidence they request to prove the transaction was sent. The transaction hash is normally used as evidence.

• You can find the transaction hash in Wallet in the ‘History’ tab in the main menu. To do this, you need to find the relevant withdrawal transaction and tap on it.
• In the transaction window, tap on the ‘View in Blockchain Explorer’ button.
• You can find the hash on the explorer website, which you need to provide to the recipient exchange.

3. After verifying the information, the recipient exchange will be able to credit your deposit to the correct address on their platform or return it to Wallet’s custodial address.

An exchange returned my assets to Wallet. How can I transfer them to the account 

You need to contact our support team and follow the instructions you receive from them. Support usually requests information like:

1. The hash of the return transaction in the blockchain. You need to check the exchange or contact the support team of the exchange to request the return transaction hash.
2. The date and amount of the withdrawal transaction from Wallet.
3. The confirmation message from the exchange on the return. For example, a screenshot and a screen recording, showing the support request and the required information about the return.
4. Screenshot of the comment (memo/tag) that should have been specified when making the withdrawal to the exchange. You can find it in your personal account on the exchange's website or in its application.
5. Completed identity verification at the Extended level. In some cases, you may also need to pass a biometric facial check (Liveness Check) in your Wallet. Our support will inform you in case a Liveness Check is necessary. Read more about verification in this article.
6. Any other information that our support may request during the review of the return request. This includes recording the screen using another device. Depending on the exchange, we may need additional details to successfully credit the cryptocurrency.

This information will help us find the transaction and ensure prompt crediting of the cryptocurrency to your Wallet account. Therefore, the more information you provide, the sooner we can help you return the cryptocurrency to your account.

Deposits to Wallet's custodial address

When withdrawing from Wallet, the cryptocurrency is sent from the custodial address of Wallet, so our “central” address is often displayed in the transaction history on the recipient's side.

As a result, some users mistakenly copy this address and send cryptocurrency to it instead of their personal address in Wallet.

Don't worry — if you have transferred funds to our custodial address, we will help you return them. For detailed instructions, you can refer to the following section.

What information should I provide to credit the deposit

Since data in the blockchain is publicly available and depersonalized, they do not provide sufficient information about the sender and recipient of the cryptocurrency.

That is why we request this information. It helps us confirm who is the owner and sender of the cryptocurrency. If you find yourself in such a situation, please contact our support team and follow our instructions. In most cases, it is important to:

1. Complete identity verification at the Extended level so that we can consider a return. Read more about verification in this article. 
2. Provide the transaction hash. You can find the hash on the service's website or in its application, where the cryptocurrency was sent to our address from.
3. Make a minimal top-up deposit to your personal account in Wallet according to the instructions from the support team. Additionally, we request adding a special comment, so please reach out to our team before you make this transaction.

4. Provide any other information that our support may request during the review of the return request. This includes recording the screen using another device. Depending on the exchange, we may need additional details to successfully credit the cryptocurrency.

How long will it take to credit the return from the exchange to my account

The process of returning uncredited cryptocurrency may take more than three business days after a support specialist picks up the case. Generally, the return is processed on the day of the request submission. In some situations, we may need more information from you or the sender service in order to properly credit the return.

How to avoid such cases in the future

Scenarios with returns from an exchange or deposits to a custodial address can happen to anyone, but they can be prevented or minimized by following our recommendations. Prior to sending the cryptocurrency to a third-party service, we recommend that you:

1. Make sure that Wallet supports the cryptocurrency you are sending. If you send an unsupported token, it may be lost. You can read more about such cases in this article.
2. Check whether a special comment (memo/tag) is required for the successful deposit. You can check this information in your personal account on the service where you want to send the cryptocurrency to. When in doubt, be sure to reach out to the support of this service. The support team will guide you through the process.
3. Make sure that the account on the exchange or a third-party service is not restricted, and it has no limits for receiving cryptocurrency. You can always check the information in your personal account on the recipient service.
4. Make sure that when sending funds to your Wallet, you use your current deposit address. You can read more about how to find your deposit address in this article.