- Introduction to new features
If your digital asset deposit to AlphaX has not been credited, you can submit the "Recover uncredited deposit" form, and customer service will attempt to recover your assets.
During the processing of your request, we may contact you via email, in-site messages, or other channels. Check your messages regularly.
We will process your request within 10 business days. However, recovery may take longer in complex cases.
Because cases of uncredited deposits vary, once your request is successfully processed, the assets may be credited to your AlphaX spot account or returned based on your request.
Because deposit recovery requires significant manual effort and time, and involves third-party assistance, a 20 USDT fee will be charged or frozen as a recovery fee. In certain cases, after verification, the 20 USDT may be refunded or the recovery service may be provided free of charge. The final outcome will be subject to the actual verification result.
- Troubleshooting and common reasons
Here are some common reasons for uncredited deposits. You can use this list to self-check whether your deposit matches any of the following cases.
1. Check your withdrawal platform to confirm the deposit status and view the details.
2. Check whether the coin is supported on AlphaX.
3. Check if the network or blockchain you used is supported by AlphaX.
4. Check that your deposit address matches the one provided by AlphaX. Some coins may require a memo/tag, make sure it is entered correctly.
5. Check whether your deposit amount meets AlphaX's minimum deposit requirement.
- In what cases can you submit a request via the "Recover uncredited deposit" feature?
1. Network congestion or delays
The blockchain network may become congested or experience delays due to a high volume of transactions, which can affect transfer processing times. You can use the transaction hash (TxID) to check the processing status on the corresponding blockchain.
2. Insufficient block confirmations
Your deposit will only be credited once it has reached the minimum required number of network confirmations. The minimum number of network confirmations varies by coin. If the required number of confirmations has not been reached, wait patiently.
3. Missing or incorrect memo/tag
Some coins (such as XLM) require a memo or tag when making a deposit. If the memo or tag is missing or incorrect, the deposit may fail or not be credited. You can submit a request via the "Recover uncredited deposit" feature.
4. Amount does not meet the requirement
If the amount you deposited is below the minimum required for the coin, it will not be credited.
You can contact our customer service at any time for assistance.
5. Unsupported coin on AlphaX
If the coin you deposited is not supported by AlphaX, the deposit will not be credited.
You can contact our customer service at any time for assistance.
6. Incorrect address not belonging to AlphaX
If you send crypto to an address that does not belong to AlphaX, the platform will not be able to recover the funds. We recommend contacting the withdrawal platform for further assistance.
In this case, we are unable to provide asset recovery services.
7. Unsupported network/chain on the deposit platform
AlphaX only supports the coins and networks/chains listed on the AlphaX deposit page.
You can contact our customer service at any time for assistance.
8. Depositing delisted coins on AlphaX
If you deposit a coin that has been delisted from AlphaX, the assets will not be displayed in your wallet.
You can contact our customer service at any time for assistance.
9. Below AlphaX minimum deposit requirement
If the deposit amount is below the minimum deposit requirement set by AlphaX, it will not be credited to your account. To receive this uncredited deposit, make an additional deposit that meets the minimum requirement (using the same coin and the same network). Once the additional deposit is confirmed, the previously uncredited amount will be automatically credited to your AlphaX account together with the new funds.
Example:
The minimum deposit requirement for USDT/SOL is 1 USDT, but you deposited only 0.1 USDT, so this deposit will not be credited. If you deposit another 0.9 USDT (also via USDT/SOL), the total amount of 1 USDT will be automatically credited to your account.
- Kind reminder: If your deposit is not credited due to any of the above reasons, submit a request via the "Recover uncredited deposit" feature. If you are unable to identify the exact cause, you may still submit a request, and we will verify it as soon as possible and get back to you with the result.
- How to use the self-service recovery feature for uncredited deposits?
If your deposit has not been credited in time, it is recommended that you submit a request via the "Recover uncredited deposit" feature. Accurately provide the following information: coin, network type, deposit amount, transaction hash (TxID), and other required details. For detailed submission steps, refer to "How to submit a recover uncredited deposit request".
To ensure your request can be processed in a timely manner, make sure all submitted information is accurate. If you have any questions, contact customer service at any time.
The AlphaX Team