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.

Please note: recovery is not guaranteed in every case. Whether a deposit can be recovered depends on the specific circumstances (network, token, timing, and technical feasibility). Submitting a recovery application does not guarantee a successful outcome. Our team will review each submission individually and communicate the result and any next steps directly with you by email.

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 deposit page in your Webot account, and in What is Block Confirmation?

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. See How to Track Cryptocurrency Transactions Using a TXID.

Important: if the explorer shows the transaction as Success and the required confirmations have been reached, but your balance still has not updated, this is no longer a waiting issue. Please see section 13 below and submit a recovery request.

High traffic on the blockchain can lead to significant delays in processing transactions. If the network is congested, even a transaction with a high fee may take longer than usual to be confirmed.

This occurs when a coin is sent over a network that Webot does not support for that coin, or when a token whose contract address is not listed on Webot is deposited.

Please check the supported networks and tokens on the deposit page in your Webot account, or in the Crypto Deposit & Withdrawal Fees Guide, before sending.

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 be able to offer a recovery procedure.

This occurs when a coin that requires a memo is sent without one. 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 that address belongs to an exchange, please confirm with the sending platform first.

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 in the Crypto Deposit & Withdrawal Fees Guide before initiating any transfer. There is no remedy available for deposits below the minimum, and sending additional deposits will not recover the amount below the limit.

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 contact Webot Support.

Returned assets are first deposited into Webot's hot wallet. Our team will then assess the situation and assist in transferring the assets to your account. Manual processing is required, and a handling fee will apply.

If a deposit was made to an outdated deposit address — for example, an address copied from a previous screenshot or saved in a wallet address book — the transaction may not be credited automatically.

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

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

If you hold more than one Webot account, your deposit may have been credited to an account you are not currently logged into. Each login method — email, phone number, Google, or Apple — can create a separate account, and balances are not shared between them.

Please log into each of your accounts one by one to confirm where the funds actually landed, to avoid mistakenly concluding that the deposit has not arrived.

If you accidentally deposited crypto into someone else's Webot account, please contact Webot Support and provide the relevant TXID. The support team will assist with the process.

If you accidentally deposited crypto into a deactivated Webot account, please contact Webot Support and provide the relevant TXID. The support team will assist with the process.

If you accidentally sent crypto to an address on a platform other than Webot, we will not be able to assist with recovering the funds. You will need to contact the receiving platform or wallet team directly to request asset recovery.

If the deposit network you are using is currently undergoing system maintenance, your deposit will not be credited immediately. This is a normal, temporary delay and does not mean your assets are lost.

Deposits made during maintenance are recorded normally by the system and will be credited automatically once the maintenance is complete — no recovery application or re-deposit is needed. Please refer to the status shown on the deposit page. If your deposit is still not credited some time after the network has resumed, please contact support with your TXID.

If the chain and address are both correct, but the deposit is routed through a contract rather than sent directly from your wallet, the on-chain sender of the transaction will show as a contract address instead of your own wallet. Webot does not support automatic crediting of smart contract-based deposits.

Whether the deposit can be credited or recovered depends on your specific transaction: if the funds have already reached Webot's deposit address but were not auto-credited, you can submit the Deposit Recovery Form (a fee applies after verification). If the funds are still held by the bridge or contract and have not yet arrived, this falls outside Webot's scope — please check with the bridge protocol first.

Before troubleshooting further, please log in to your account on the Webot website as well as the app. In some cases the mobile app may not have refreshed, and the deposit is already visible on the web.

Please note: submitting the form starts a review process — it does not guarantee that your deposit will be recovered. Our team will assess each case individually and let you know the outcome, along with any next steps, directly by email.

For recovery requests, please complete the Deposit Recovery Form.

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

Examples of valid TXID formats:

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".

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.

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 is confirmed. Please transfer the fee to one of the following addresses, using whichever network is most convenient. USDT is accepted on all three networks below. USDC is accepted on the ERC20 (Ethereum) network only, using the same address as USDT — USDC is not supported on the TRC20 (Tron) or BSC networks.

*Sending USDC on the TRC20 or BSC network is not supported and may result in permanent loss of funds. Please double-check the network before transferring.

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

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; the account-security or account-information page; the withdrawal history for the relevant token; and the transaction details including amount, currency, date, time and TXID.

D. A confirmation re-deposit with the correct memo (for missing-memo cases only). We will ask you to send a small additional amount, this time including the correct memo, from the same originating wallet, to confirm ownership of the source address.

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.

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

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: Why can't Webot automatically send the funds back to me, the way some other exchanges do?

A: When a deposit doesn't match what our system expects — wrong network, wrong token, missing memo — the funds still arrive at Webot's wallet. They aren't lost, but the system also can't automatically confirm that they belong to you. Sending them back automatically without verifying ownership would mean transferring funds out without confirming who they actually belong to, which is a security risk the platform cannot take on. That is why recovery goes through manual review, and why it involves a fee and takes time rather than being an instant automatic refund.

Q: My deposit is worth less than the processing fee. Is recovery worthwhile?

A: Regrettably, no — where the value of the asset is lower than the handling cost, recovery is not feasible. If you still wish to proceed, please submit your request to our support team.

Q: Can the fee be deducted from the recovered amount?

A: No. We process the exact amount of the recovered transaction and do not deduct part of it to cover processing fees. The processing fee must be paid as a separate transaction.

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 60 business days old. Can recovery still be arranged?

A: Recovery applications must be submitted within 60 business days from the date the TXID was generated on 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.

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 with a screenshot of the deposit page in your wallet or exchange.

Q: Can the funds be credited back to my Webot account instead?

A: In certain cases — including missing memo, deactivated-account deposits, legacy-address deposits, and deposits to a different Webot account — the recovered asset may be credited back to your 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 Webot; such assets can only be returned to an external address on the original network.

Q: Is the address I fill in on the recovery form the same address I used to deposit?

A: No. The address on the form is not your Webot deposit address — it is a separate receiving address that you control, and it must be on the same chain as the original deposit. Please double-check this address carefully: if the recovered funds are sent to the wrong address, they cannot be recovered a second time.

Please get in touch with Webot Support if you have any other questions.