Introduction
A Tag or Memo is an additional address identifier required for certain cryptocurrencies (such as XRP, XLM, etc.) to correctly assign deposits to the recipient account.
If a Memo/Tag is missing or filled in incorrectly when depositing these tokens, the funds cannot be automatically credited to your account.
If you encounter this issue, you may click 👉 here to submit a recovery request for deposits with a missing or incorrect Memo/Tag.
Step 1: Fill in Deposit Information
Please enter the following details accurately:
Coin type (Token)
Network / Chain type
Deposit amount
Transaction ID (TxID / Hash)
Step 2: Upload Required Video Proof
You are required to upload a real recorded video (screen recordings are not accepted) that includes all of the following:
A video showing the source of funds
Your face clearly visible in the video
The complete login process to the originating platform or wallet
The website URL of the platform or wallet
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The withdrawal records page, clearly displaying:
TxID
Currency
Amount
Date
Supported video formats: mp4, rmvb, mov, avi
Maximum file size: 50MB
Step 3: Review Estimated Handling Fee
The system will display the estimated service fee required for fund recovery.
Please ensure your Spot Available Balance is sufficient. If not, you may top up using one of the following methods:
Internal transfer from another XT account with available balance
On-chain deposit from another trading platform or external wallet
Buy crypto using fiat currency
Note: Fund recovery involves significant manual processing. A service fee (charged in USDT) will apply.
Step 4: Confirm Application Details
Please review and confirm the following information:
Coin type
Deposit amount
TxID
Estimated handling fee
Click Confirm to proceed.
Step 5: Complete Security Verification
Enter the verification code generated by your bound 2FA to finalize the submission.
Step 6: Track Your Application Status
After successful submission, you will be redirected to the 👉 Application History page:
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Click the green arrow on the far right of the record to view:
Current review status
Remarks or rejection reasons (if applicable)
Processing Time :
Please note that the recovery process requires at least 3 working days.
We appreciate your patience while our team reviews your application.