If you have completed a deposit but your assets have not arrived, there may be several possible causes. This article outlines common situations and the corresponding steps to help you resolve the issue quickly.

1. Insufficient Blockchain Confirmations

Blockchain transfers require a certain number of block confirmations before assets are credited. The actual time varies depending on the token and network selected. You can check the required confirmation count on the platform's deposit page. Common examples are listed below:

Token	Network	Required Confirmations	Estimated Arrival Time
BTC	Bitcoin	2	20 minutes
ETH	ERC20	64	12 minutes
USDT	TRC20	27	2 minutes
USDT	Arbitrum One	100	1 minutes
USDT	BEP20	15	2 minutes

If your assets have not arrived after depositing, you can use the TXID (transaction hash) to check the current confirmation progress on the corresponding blockchain explorer. The TXID can be found in the "Withdrawal Records" on the sending platform. Blockchain explorers by network:

Network	Explorer
TRC20	https://tronscan.org
ERC20 / Ethereum	https://etherscan.io
BEP20 / BSC	https://bscscan.com
Solana	https://solscan.io
Arbitrum	https://arbiscan.io
Bitcoin	https://mempool.space
Polygon	https://polygonscan.com
Base	https://basescan.org
Avalanche	https://snowtrace.io
TON	https://tonscan.org

2. Depositing Using an Unsupported Token or Network

This occurs when a coin is sent over a network that Pionex does not support for that coin, or when a token whose contract address is not listed on Pionex is deposited. The most frequently observed cases include:

USDT sent over Polygon (USDT_POLYGON)
USDT sent over Base (USDT_BASE)
USDC sent over Avalanche (USDC_AVALANCHE)
USD1 sent over TON (USD1_TON)
BNB sent over opBNB (BNB_OPBNB)
Tokens not listed on Pionex, such as AERO_BASE or VRA_ETHEREUM

Recovery availability: Recovery is generally available; the asset will be returned to an external address that you control, on the same network as the original deposit. A limited number of networks are not yet technically supported for recovery. In such cases, we will not offer any recovery procedures.

If the token has been delisted from your original exchange, you may provide a deposit address from any other exchange or wallet that supports the same token on the same network.
If the token or network were to be supported in the future, we may consider crediting the amount to your account after the official support.

3. Missing Memo/Tag

This occurs when a coin that requires a memo is sent without one. Networks on which a memo is mandatory include XRP, XLM, TON, ATOM, and EOS. The funds are received at the platform's shared deposit address, but cannot be automatically attributed to your account.

Recovery availability: Recovery is generally available but requires additional verification. If the recovery process is deemed difficult, we may consider returning the exact amount to the 'Sender' wallet address. If the wallet address belongs to an exchange, kindly confirm with the sender platform first.

4. Below Minimum Deposit Amount

Each token has a minimum deposit threshold. If the amount sent is below this minimum, the assets cannot be credited and cannot be recovered. This is a network-level limitation, as the cost of processing the deposit exceeds the value transferred.

Recommendation: Please review the minimum deposit value on the deposit page within your Pionex account before initiating any transfer. There is no remedy available for deposits below the minimum. Sending additional deposits will not recover the amount below the limit.

5. Withdrawal Returned by Another Exchange

If a withdrawal to another exchange is returned, please first contact that exchange's customer support to obtain the relevant return information (such as the return TXID), then submit an application via the designated form.

Returned assets will first be deposited into Pionex's hot wallet. After the form is submitted, the team will assess the situation and assist in transferring the assets to your Pionex account. Manual processing is required, and a handling fee will apply — the exact amount will be shown at the time of submission.

6. Depositing to an Old Address

Effective April 1, 2026, Pionex no longer supports deposits made to legacy deposit addresses. If a deposit was made to an outdated address on or after this date (for example, an address copied from a previous screenshot or saved in a wallet address book), the transaction will not be credited automatically.

Recovery availability: Recovery is generally available, subject to the transaction amount. Please submit the recovery form, and we will confirm the recoverability.

Preventive measure: Please copy the deposit address directly from your Pionex deposit page at the time of each transfer. We advise against reusing saved or previously captured addresses.

7. Depositing to a Different Pionex Account

This occurs when you accidentally create more than one Pionex account and the deposit is directed to an account other than the one currently in use.

Recommended action: Please log in to your other Pionex accounts and review their deposit histories. In many cases, the funds have been credited to a different account. If you no longer have access to the receiving account, please submit the recovery form, and we will assist with verification.

8. Smart Contract Deposits

Certain tokens and networks do not support deposits made via smart contracts. If your deposit was executed as a smart-contract call or a mint event rather than a standard transfer, our system may not recognize it.

Recovery availability: Recovery is subject to manual review. Please provide the relevant TXID (transaction hash), and our team will assist you accordingly.

9. Depositing to a Deleted Account

This occurs when funds are sent to a deposit address belonging to a Pionex account that has since been deleted or closed.

Recovery availability: Please contact customer support and provide the relevant TXID (transaction hash). The support team will assist you accordingly.

How to request a recovery

Step 1 — Submit the Deposit Recovery Form

For most cases, please complete the general Deposit Recovery Form: https://docs.google.com/forms/d/e/1FAIpQLScfK1ubXYKyMKKUtO_NTu4uvA_WZuxzeTpk9w3pMDfn5vVvIw/viewform

The most common reason for a rejected application is an invalid TXID. Please ensure that you enter the transaction hash — a long hexadecimal string obtained from the blockchain explorer — and not an internal order ID, withdrawal ID, or wallet address.

Examples of valid TXID formats:

Ethereum, Polygon, BSC, Base, Avalanche, Arbitrum: 0x followed by 64 hexadecimal characters
Tron: 64 hexadecimal characters (no 0x prefix)
Bitcoin: 64 hexadecimal characters
Solana: a base58 string, viewable on solscan.io
TON: a base64-format hash, viewable on tonscan.org
XRP: a 64-character uppercase hash, viewable on xrpscan.com

If you are uncertain where to locate the TXID, please open the withdrawal history on the platform from which the funds were sent. It is typically labelled "TxHash", "Transaction Hash", or "Hash".

Step 2 — Await our review (within 72 hours)

Our team will review your submission and contact you by email with the verification requirements specific to your case. Please also check your spam folder. The email subject line will be one of the following:

[Pionex] Deposit Recovery Progress Notification — recovery is available; the email contains the next steps.
[Pionex] Deposit Recovery Request Cannot Be Processed Notification — recovery is not available; the email explains the reason.
[Pionex] Fund Transfer Error: Identity Verification — additional identity verification is required (typical for missing-memo and deleted-account cases).

Step 3 — Provide the requested information

Depending on the nature of your case, we will request some combination of the following.

A. A receiving address under your control (for wrong-network and unsupported-token returns). The address must be on the same network as the original deposit (for example, a Polygon address if the deposit was made on Polygon, not an Ethereum address). Please provide the address together with a screenshot of the deposit page in your wallet or exchange that clearly displays the same address.

B. The processing fee payment after recoverability confirmation. Please transfer the fee payment to one of the following addresses, using whichever network is most convenient:

Network	Address
TRC20 (Tron)	`TWMor2tdBub9Jptu7C3GEUeJ5fDuYVXe51`
ERC20 (Ethereum)	`0xDfA8c0E300dB72b014e7e51e642De67a038db85d`
BSC (BNB Smart Chain)	`0xDfA8c0E300dB72b014e7e51e642De67a038db85d`

After payment, please reply to the ticket with the on-chain TXID of the fee transaction. Internal transfers do not generate an on-chain TXID. Kindly provide the screenshot of the transaction.

C. Screen recording (for missing-memo cases) A continuous screen recording from the wallet or exchange used to send the funds, clearly showing:

A successful login to the wallet or exchange.
The account-security or account-information page (to confirm that the identity matches the verification video).
The withdrawal history for the relevant token.
The transaction details, including amount, currency, date, and time, and TXID.

D. A confirmation re-deposit with the correct memo (for missing-memo cases only) We will request that you send a small additional amount (for example, 0.5 TON), this time including the correct memo, from the same originating wallet, to confirm ownership of the source address. Please provide the TXID of this confirmation transfer.

Step 4 — Await the refund (up to 60 business days)

Once your information and the processing fee have been confirmed, we will initiate the recovery. The target completion date will be stated in the confirmation email.

Please note that 60 business days represents the expected timeframe; many recoveries are completed earlier. This period reflects the manual blockchain operations and security verifications involved.

FAQ

Q: Why is a processing fee required?
A: Recovery is a manual process conducted outside the standard automated deposit pipeline. Our engineering team performs a separate blockchain transaction, and our compliance and operations teams verify ownership and approve the return. The fee covers the associated blockchain network costs and a fixed handling charge. The fee is fixed and cannot be waived or reduced.
Q: My deposit is worth less than the processing fee. Is recovery worthwhile?
A: Regrettably, no, as the value of the recovering asset is lower than handling costs, it's not feasible to operate. However, if you wish to proceed, please submit your request to our support team.
Q: My deposit is worth 1000 USDT. Can the fee be deducted from it?
A: Per our recovery procedure, we will be processing the exact amount of the recovering transaction; we do not accept deducting part of the amount to cover the processing fees. You need to make a separate transaction for the processing fee payment.
Q: How long is 60 business days in calendar terms?
A: Approximately three calendar months, as business days exclude Saturdays, Sundays, and public holidays. We make every effort to complete the process sooner.
Q: My deposit is more than 30 days old. Can recovery still be arranged?
A: Regrettably, no. We can process recovery applications only within 30 calendar days after the transaction appears in the blockchain. We recommend submitting your request as soon as the issue is identified.
Q: I have paid the fee but have not received a response. What should I do?
A: As recovery involves manual handling, we require sufficient time to process the details you submitted. We will notify you once we have confirmed the progress.
Q: How can I check the status of my recovery?
A: Please reply to your original ticket to request an update. We typically provide an update on the estimated processing time.
Q: Can the funds be returned to a different exchange or wallet?
A: Yes, provided that the receiving address is on the same network as the original deposit and that you can demonstrate control of it by means of a screenshot of the deposit page in your wallet or exchange. If the original token has been delisted from your source exchange, any other platform that supports the same token on the same network is acceptable.
Q: Can the funds be credited back to my Pionex account instead?
A: In certain cases — including missing memo, deleted-account deposits, smart-contract anomalies, legacy-address deposits, and deposits to a different Pionex account — the recovered asset may be credited back to your Pionex account once verification is complete. For wrong-network and unsupported-token cases, this is not possible, as we are unable to list a token that is not supported on Pionex; such assets can only be returned to an external address on the original network.

Important Notes

Typical recovery fee starts from 20 USDT minimum, will increase for complex transaction recovery. Transactions below the fee cost will not be offered for recovery.
Always copy the deposit address directly from Pionex before sending, and carefully verify that the copied address matches the displayed address exactly. Blockchain transfers are irreversible — please confirm both the address and network are correct before proceeding.
If assets have not arrived due to using the wrong blockchain network, depositing an unsupported token, or failing to include a Memo/Tag, please submit a Deposit Recovery Form.
If recovery of your funds is technically possible, our team will follow up with you directly by email within 1–3 business days. If the recovery process requires manual/human intervention, a processing fee may apply. Our team will inform you of any applicable fees before proceeding.
As blockchain transactions are irreversible, recovering assets sent via the wrong network requires manual on-chain tracing, which is a complex process. Resolution may take up to 60 business days (excluding weekends). A per-case handling fee will be charged to cover manual processing and on-chain transfer costs. Actual time and fees vary depending on the complexity of each case.
Applications for undelivered deposits must be submitted within 30 calendar days from the date the TXID was generated on the blockchain. Requests submitted after this deadline will not be accepted. (Example: if the TXID was generated on January 1, 2026, the application deadline is January 31, 2026.)