Frequently Asked Questions on Incorrect Deposits

1. Missing or wrong Memo(Tag/PublicKey/Description)：

If you forgot to use or used a wrong Memo(e.g. TNC, XLM, XRP, etc), your deposit will not be credited.

To recover your assets, you can apply online via self-service:

Please submit the support ticket to us and select [Deposit Question]→Fill in the description field [Fill in Memo forgotten or wrong] . And provide the following information so that we can verify and process for you as soon as possible:

• Register email account, UID;
• Deposit token name, deposit amount, Txid (very important);
• Screenshot of deposit address on Hotbit

 

2. Deposit made to incorrect receiving/deposit address belongs to Hotbit or Unlisted token deposited

Hotbit generally does not offer a token/coin recovery service. However, if you have suffered a significant loss as a result of incorrectly deposited tokens/coins, Hotbit may, solely at our discretion, assist you in recovering your tokens/coins. Hotbit has comprehensive procedures to help our users recover their financial losses.

Please note that successful token recovery is not guaranteed. If you have encountered this sort of situation, please remember to submit the support ticket and provide the following information to us for speedy assistance, our customer service staff will promptly judge whether it meets the retrieval requirements.:

• Register email account, UID;
• Token name, Token chain you used
• Deposit amount
• The corresponding TxID (very important)
• Screenshot of deposit address on Hotbit

If it is possible to retrieve the wrong coin, we would have to conduct relevant operations such as extra installation or upgrade on the software of our wallet, the import and export of the private key and so on. Due to the large amount of labor cost, time cost and risk control cost, the whole process will take at least three months or more, and it may take longer. For details, please submit the support ticket to check whether your wrong deposit can be retrieved.

3. Deposit to an incorrect address that doesn't belong to Hotbit

If you have sent your tokens to an incorrect address that doesn’t belong to Hotbit, we are unable to provide any further assistance. You can try to contact the relevant parties for assistance (owner of the address or exchange/platform that the address belongs to).

 

4. Deposit amount is less than the minimum deposit volume(The deposit history shows unknown error status)：

If your deposits history shows unknown error status, it means the amount is less than than the minimum deposit volume, it will result in failure to receive the account. The deposit page on Hotbit clearly indicates the minimum deposit volume. So the above mentioned asset(s) will neither be transferred into the relevant user(s)'s account(s) nor be retrieved.