There are many ways in which a deposit can be performed incorrectly. Depending on the situation, we may still be able to retrieve your funds. Please review the following scenarios and follow the instructions to begin the process of retrieval.
Missing or Incorrect Tag/Memo
A destination tag/memo is a unique digital code that must be included as additional information to help identify transactions.
Not all cryptocurrency deposits require a memo. Those that do (XRP, EOS, etc.) will clearly state so. The correct memo code will be displayed on the deposit page with a quick copy button and a QR code generator for easy access.
If you forgot to add the memo for your transaction or used an incorrect one, your deposit will NOT be credited to your account.
In order to help us try to retrieve your deposit, please kindly reach out to support@phemex.zendesk.com with the following information:
- Registered email address and correct tag/memo
- A screenshot of your withdrawal request email (platform/wallet)
- A screenshot of your successful withdrawal email (platform/wallet)
- A video that records the login process (including your account name and encrypted password) on the sender platform, accesses the withdrawal history section, and demonstrates the corresponding withdrawal history. Please do not use any screen recorder to make this video.
TE: We DO NOT accept Block Explorer screenshots as this can be viewed or accessed by anyone. We cannot guarantee that the funds will be recovered.
Charge: No charge
Duration: It can take up to 10 days to process this request.
Deposited an Unlisted ERC20 or TRC20 Token
If you’ve deposited a token that is not listed on our exchange, there is no guarantee that Phemex can 100% retrieve your deposit.
In order to help us try to retrieve your deposit, please kindly reach out to support@phemex.zendesk.com with the following information:
- Registered email address
- UID
- The txid of this transaction
Charge: Retrieving a deposit from the blockchain for these types of scenarios will incur a cost that may fluctuate with the cryptocurrency’s price.
In the case of stablecoin like BUSD, GUSD:
- Value < $100, cannot be retrieved
- Value > $100, charge $50
If it is not a stablecoin:
Value < $100, cannot be retrieved
Value > $100, charge $100
Duration: It can take up to 10 days to process this request.
Deposited a Supported Token via an Unsupported Chain
If you’ve deposited a supported token via an unsupported chain, there is no guarantee that Phemex can 100% retrieve your deposit.
In order to help us try to retrieve your deposit, please kindly reach out to support@phemex.zendesk.com with the following information:
- Registered email address
- UID
- The txid of this transaction
Charge: Retrieving a deposit from the blockchain for these types of scenarios will incur a cost that may fluctuate with the cryptocurrency’s price.
In the case of stablecoin like USDC, BUSD, GUSD:
- Value < $100, cannot be retrieved
- Value > $100, charge $50
If it is not a stablecoin:
Value < $100, cannot be retrieved
Value > $100, charge $100
Duration: It can take up to 10 days to process this request.
Other incorrect deposit scenarios
Once again, there is no guarantee that Phemex can 100% retrieve your deposit.
In some cases, due to specific blockchain characteristics, recovery or retrieval is simply impossible.
For example, depositing ETC to an ETH address or depositing BCH to a BTC address will result in permanent loss of funds.
Please understand and consider that recovering funds due to incorrect deposits comes with significant risks and security concerns. Always confirm and double check your deposit addresses, tokens, and other associated information carefully before making a deposit to Phemex.
Phemex reserves the right to amend these policies at will.