Hello Tokonauts!
Have you ever encountered issues while transacting on Tokocrypto?
As we know, crypto transactions, both deposits and withdrawals, require accurate data to be processed smoothly. However, errors in filling in data such as the memo, destination wallet address, or selected network can result in failed transactions and risk leading to asset loss.
If you experience such issues, we recommend immediately contacting Tokocrypto Customer Support so that the transaction can be handled properly. The process of checking the transaction takes approximately 90 working days, although in some cases it may be faster or longer.
In addition, please note that there is a fee charged to users for the resolution of these transaction errors.
Transaction Error Handling Fee Details
If you experience issues with crypto deposit transactions, such as:
Incorrectly entering a memo
Depositing a coin that is not yet listed on Tokocrypto
A refund from another exchange or the destination address is a Hot Wallet
Please submit a recovery request with the following steps through the Tokocrypto Website or click here:
Log in to your Tokocrypto account.
Select the "Wallet" menu, then click "Deposit".
Click "Deposit hasn’t arrived? Click here" next to the Recent Deposit History section.
For a more complete guide, please read the following article: How to Submit a Recovery Request for Incorrect Memo Deposit, Unlisted Coin, and Deposit to a Hot Wallet.
Address, Network, or Coin Error Fee
A Recovery Fee will be charged to users if errors occur, such as an incorrect address, wrong network, wrong coin, or deposit to a Hot Wallet, according to the details in the table below.
Here is the list of the latest service fees based on the type of case:
| Type of Fund Recovery | Estimated Time of Arrival (ETA) | Fee | Result (Refund/Credit) |
|---|---|---|---|
| Deposit to a hot wallet for a listed token | 5 Working Days | Free | Refund |
| Deposit of an unlisted token on a supported network | 30 Working Days | 20 USDT | Refund |
| Deposit of an unlisted token on an unsupported EVM network | 30 Working Days | 20 USDT | Refund |
| Cross-address deposit | 30 Working Days | 50 USDT | Refund/Credit |
Note:
Make sure you have a sufficient balance before submitting a recovery request.
If the balance is insufficient, you must first make a top-up or deposit into your Tokocrypto account.
If the assets are insufficient, the request cannot be processed.
If you experience errors during transactions, such as the ones mentioned above, provide your transaction data through the Abnormal Transaction Form so that we can help resolve the problem you are experiencing.
If you experience difficulties, please contact our Customer Support via 24/7 Live Chat at no cost.
Happy transacting on Tokocrypto!
#SalamToTheMoon
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