Frequently Asked Questions regarding Incorrect Deposits

1. Forgot or wrongly filled out Memo/TAG/Payment ID

A Tag or Memo is an additional address feature to identify the transaction recipient beyond the wallet address.
If the Memo was not filled in when depositing a Memo token (such as XRP, XLM, etc.), the deposit will not be credited to the account. Due to the particularity of the address of Memo token, it will be returned to your original address. Please submit a ticket in time and provide the following information, so that we can verify and process it for you as soon as possible:

1. XTrust account (email or mobile number)
2. Deposit hash
3. Deposit amount

Note: It will be returned to the FROM address for you within 2 weeks after verification.

2. Depositing an unlisted token or incorrect contract address

• Please describe your incorrect deposit in detail, including your XTrust account, the wrong token, the address, the amount, and TXID (very important). Our staff will promptly estimate whether it meets the requirements for retrieval.
• Our support team will assess whether your case qualifies for recovery. If recovery is possible, our technical team will assist, but please note that due to high manpower, time, and risk management costs, the process may take 1-2 weeks or longer. We appreciate your patience.
• Additionally, please confirm with customer support whether you want the funds returned to the original address or sent to another specified address (if returning to the original address, ensure it is not a hot wallet; if sending to a designated address, please provide the details).

3.Incorrect Deposit Address

• Deposit to an incorrect address that doesn't belong to XTrust

If your token is deposited to an address that does not belong to XTrust, our platform will not be able to receive the blockchain assets. Due to the anonymity of the blockchain, we cannot help you retrieve it. It is recommended that you find the owner of the corresponding address by other means to negotiate for retrieval.

• Deposit to an incorrect network address on XTrust

If the token belongs to a chain that is supported by XTrust and has a matching contract address, XTrust customer support can assist with recovery; if XTrust does not support this chain, please contact customer support to check if a return is possible.