Accidentally depositing a cryptocurrency that is not supported by your exchange can be a stressful experience. You might worry that the assets are lost forever. Fortunately, many platforms now offer a self-service refund process, allowing you to withdraw these unsupported tokens without needing to contact customer support immediately.
This guide will walk you through the steps to identify and withdraw unsupported assets, explain how to avoid such mistakes in the future, and answer common questions about the process.
Understanding Unsupported Assets and Self-Service Refunds
An unsupported asset is a cryptocurrency deposited to your exchange wallet that the platform does not list for trading. This can happen for various reasons: the token might be delisted, received from an airdrop, sent via an incompatible blockchain network, or simply not yet integrated by the exchange.
Previously, recovering these funds required opening a support ticket and waiting for manual assistance. Now, the self-service withdrawal feature empowers users to reclaim their assets quickly and independently. This streamlines the process and gives you direct control over your funds.
Step-by-Step Guide to Withdrawing Unsupported Assets
The process is straightforward and can be completed either on the exchange's mobile app or website.
Using the Mobile App
- Navigate to your Assets section and select Funding Account.
- Look for the Unsupported Assets tab. Any tokens that cannot be traded will be displayed here.
- Find the asset you wish to withdraw and tap the "‧‧‧" icon next to it.
- Select the Withdraw option from the menu. This will take you to the withdrawal page.
On the withdrawal screen, carefully enter or select the required details:
- Withdrawal Network: Ensure this matches the network on which the asset was originally sent.
- Destination Address: Provide a valid external wallet address that supports this specific cryptocurrency and network.
- Amount: Enter the quantity you wish to withdraw.
- Review all the information for accuracy. Confirm the transaction and submit it.
Using the Web Platform
- Go to Asset Management and click on My Assets.
- Select the Funding Account and locate the Unsupported Assets section.
- Click on Unsupported Assets, find the relevant token, and click the "‧‧‧" icon beside it.
- Choose Withdraw to proceed to the withdrawal page.
Fill in the necessary fields:
- Withdrawal Network
- Destination Address
- Amount
- Double-check all details and click Submit to authorize the transaction.
Important Note: A network miner fee (gas fee) will be applied to process the transaction on the blockchain. The exchange itself does not charge any additional fee for this self-service withdrawal. Always ensure you are using the latest version of the app for full functionality.
How to Prevent Depositing Unsupported Cryptocurrencies
Prevention is the best strategy. Taking a moment to verify before any deposit can save you time and worry.
- Check the Official List: Before initiating a transfer, always consult the exchange’s official list of supported assets. This information is usually found in a help center or support section.
- Verify the Network: Pay close attention to the network type. Depositing a token like USDT on the ERC20 network to a wallet address that only supports USDT on the TRC20 network will result in an unsupported asset, even though the token itself is listed.
- Use a Test Transaction: For large amounts, consider sending a small test transaction first to confirm the deposit arrives correctly and is recognized as a tradable asset.
Following these simple steps will significantly reduce the risk of sending an unsupported coin. For a comprehensive understanding of what constitutes an unavailable asset, you can 👉 explore the detailed support article on asset types.
Frequently Asked Questions (FAQ)
What types of unsupported assets can I withdraw myself?
The self-service feature typically covers a range of unsupported assets, including tokens from projects that have been or are being delisted from the exchange, assets received from airdrops, and certain coins that are simply not supported by the platform. The list of eligible assets is continually expanding.
Are there any fees for using the self-service withdrawal?
No, the exchange does not charge a processing fee for self-service refunds. However, you must pay the standard blockchain network fee (miner/gas fee) required to process and validate the transaction on the respective network.
What happens if I send a supported coin via the wrong network?
If you send a supported cryptocurrency but use an incompatible or unsupported blockchain network (e.g., sending BTC to an ETH address), it becomes an unsupported asset. In this case, you can likely use the self-service withdrawal process to retrieve it, but you must ensure you withdraw it to a wallet that supports that original network.
How long does the self-service withdrawal process take?
Once you submit the withdrawal request, the processing time depends entirely on the congestion of the blockchain network you are using. The exchange processes the request promptly, but the actual transfer speed is determined by the network.
What if the asset I deposited isn’t showing in the ‘Unsupported Assets’ section?
If your mistakenly deposited coin does not appear in the designated section after a reasonable confirmation time, you should contact customer support directly for further investigation. There may be exceptional circumstances that require manual intervention.
Is my funds safe during this process?
Yes, the assets remain securely held in your funding account. The self-service withdrawal tool provides a secure and official method to move them to a compatible wallet of your choice. Always ensure you are withdrawing to a secure and correct address.