Hi Tokonauts,
Tokocrypto is fully committed to providing a safe and convenient experience for all our users.
If you mistakenly deposit BUSD or any unsupported tokens to your Tokocrypto deposit address, causing the assets to become inaccessible, please contact Tokocrypto Customer Support immediately. As long as the transaction status shows as successful on the blockchain network, our team will conduct an investigation to determine the available recovery options.
Please note that the availability of conversion or asset recovery options depends entirely on the technical evaluation of the token, the network used, and the value of the sent assets.
1. Information You Need to Prepare
To ensure your report can be processed quickly, please gather the following transaction details before contacting our support team:
Transaction Time
Sender's Wallet Address
TxID / TxHash
Asset Amount and Name
Receiver's Wallet Address
Memo or Tag
Transaction Network
2. Steps to Submit a Report
Step 1: Contact Customer Support Open the official Tokocrypto app or website, then navigate to the Customer Support / Live Chat menu.
Step 2: Submit Transaction Details Explain your issue and provide the transaction information you prepared earlier to our customer support agent.
Step 3: Verification Process & Resolution Our team will verify your report. Depending on the nature of the issue and the amount sent, the following handling procedures will apply:
For BUSD Token Deposits
Amount below 50 BUSD: The balance will be converted into FDUSD through a periodic conversion schedule on the 25th at the end of every quarter.
Amount of 50 BUSD or more: The balance will be converted into FDUSD, with an estimated processing time of up to 15 business days (excluding Saturdays, Sundays, and national holidays) after you give your approval.
For Unsupported Tokens (but assets have been received in the wallet)
Value below 50 USDT: The balance will be converted into FDUSD through a periodic conversion schedule on the 25th at the end of every quarter.
Value of 50 USDT or more (If Recoverable): If the technical check confirms the funds can be retrieved, our team will provide instructions for you to withdraw the assets to another wallet. The deadline for this withdrawal is 2 x 24 hours from the time the notification is given.
Other Special Conditions: If the assets cannot be converted or retrieved yet, your assets will remain safely stored in the wallet and can be accessed if that specific token type or network becomes officially supported by Tokocrypto in the future.
3. Important Things to Note Before Transacting
To prevent similar issues from happening in the future, we highly recommend that you always double-check the following points before sending funds:
Verify Network Compatibility: Make sure the withdrawal network you select on the source platform perfectly matches the deposit network available on Tokocrypto.
Double-Check the Memo/Tag: Ensure the Memo or Tag is filled out correctly if the asset you are sending requires one.
Confirm Token Availability: Ensure that the token and the network you are using are already listed and active on Tokocrypto.
The handling policies and procedures stated above are effective from the publication date. For further assistance, please contact Tokocrypto's official Customer Support via 24/7 Live Chat on our app or website.
Tokocrypto reserves the right, at its sole discretion, to amend or cancel this announcement at any time and for any reason without prior notice.
Risk Warning: Digital asset prices are subject to high market risk and price volatility. The value of your investment may go down or up. You may not get back the amount you invested. You are solely responsible for your investment decisions, and Tokocrypto is not responsible for any losses you may incur. Past performance is not a reliable indicator of future performance. You should only invest in products you are familiar with and where you understand the risks. You should carefully consider your investment experience, financial situation, investment objectives, and risk tolerance, and consult an independent financial advisor before making any investment. For more information, please read our Tokocrypto Customer Agreement and Risk Disclosure Document.
Article published on July 30, 2026.
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