1. Forgot or Incorrect Memo/TAG/Payment ID
A Tag or Memo is an additional address identifier required to recognize the specific recipient of a transaction. If you deposit a Memo-required token (e.g., XRP, XLM) without entering the correct Memo/Tag, the deposit will not be credited. Due to the nature of these address types, we will return the funds to the original sending address. Please submit a support ticket with the following information for verification and processing:
- Your JuCoin account (email or phone number)
- Deposit Hash
- Deposit amount
Note: Once verified, the funds will be returned to the FROM address within 2 weeks.
2. Deposited an Unsupported Token or Incorrect Contract Address
If you mistakenly deposit a token that is not listed on JuCoin or has a contract address that differs from the one listed, please describe your deposit issue in detail and provide the following information:
- JuCoin account
- Token name and contract address
- Deposit amount
- TXID (very important)
Our customer support team will assess whether recovery is possible. If the token can be retrieved, our technical team will assist in the recovery process. Due to the high manpower, time, and risk control costs, this process may take 1-2 weeks or longer, so we appreciate your patience. Additionally, please confirm with customer support whether you prefer:
- A return to the original sending address (Ensure it is not a hot wallet address).
- A transfer to a specified address (If so, please provide the destination address).
3. Incorrect Deposit Address
1. Deposited to a Non-JuCoin Address
If the deposit was sent to an external (non-JuCoin) address, JuCoin cannot receive or retrieve the funds. Due to the anonymity of blockchain transactions, we are unable to assist in the recovery. We recommend reaching out to the owner of the recipient address for negotiation.
2. Deposited to an Incorrect Blockchain on JuCoin
- If the deposited token is on a supported blockchain and the contract address matches JuCoin’s records, you may contact customer support for assistance.
- If the deposited token is on an unsupported blockchain, please check with customer support to see if a refund is possible.