Common Scenarios and Solutions for DOEX Cryptocurrency Recharge Errors

Dear users,
When it comes to recharging and withdrawing digital currencies, due to the irreversible and anonymous nature of blockchain transactions, once you input incorrect information, your assets may not be accurately credited. Please exercise caution.
If you unintentionally recharge an unsupported currency on the platform or use a blockchain network not supported by the platform, DOEX will assist you in recovering your assets for a certain fee.

1. What is an Address?
A cryptocurrency recharge address is a unique identifier used to receive funds of a specific cryptocurrency. It typically consists of a sequence of characters composed of numbers and letters, serving to identify your account within a particular cryptocurrency network. Different types of cryptocurrencies will have different recharge addresses, such as BTC, LTC, ETH, and others, each having its distinct receiving address. During the process of depositing or withdrawing coins, it is crucial to carefully verify the correctness of the recharge address to avoid unnecessary losses.

2. What to Do If You Recharge to the Wrong Address?
Scenario 1: Recharge Amount Less Than the Minimum Deposit Amount
If the recharge amount is less than the minimum deposit amount, you can make another recharge. When the sum of the two recharges exceeds the minimum deposit amount, both will be credited simultaneously.
Scenario 2: Recharge Using an Unsupported Blockchain Network
Some stablecoins issue tokens on multiple networks, but it does not mean they support recharging on all networks. Before recharging, please ensure that the network of the sender and the receiver is consistent.
Scenario 3: Recharge of Old Contract-Based Cryptocurrencies
DOEX may upgrade or replace cryptocurrencies based on project developments and no longer support the recharge of old contract-based tokens. Before recharging, please confirm that the sender's and receiver's contracts correspond to the same cryptocurrency. If you are unsure, you can contact DOEX's online customer service for consultation on the token contract address.
Scenario 4: Unsupported Currency for DOEX Recharge
DOEX platform only supports recharging with currencies that are already listed. If you attempt to recharge with a currency that is not listed on the platform, such as the TRC20 token - WIN, it may result in your assets not being credited smoothly. Before proceeding with a recharge, please ensure that the token you intend to recharge with is already listed on the DOEX platform.
Solution:
When you discover an incorrect recharge, you need to log in to your DOEX account, which received the erroneous transfer, and contact customer service (either through the Help Center or the Telegram community). Explain your situation and, following customer service guidance, submit the following information. DOEX will make its best effort to assist you in recovering your assets:
• UID/Registered Email/Registered Phone Number
(These can be found in your DOEX personal center.)
• Recharged Cryptocurrency and Amount
(Specify the name of the cryptocurrency you recharged and the quantity.)
• Transaction Hash and Transaction Number for the Recharge
(Copy the complete transaction hash (TXID) of the incorrect recharge, which can be found on the withdrawal platform.)
• Screenshot of the Recharge Source
(Log in to your withdrawal platform, search for your withdrawal history, and locate the corresponding withdrawal record. Note: The screenshot should clearly display the complete hash, address, cryptocurrency, and amount.)
• Correct Recharge Address and Incorrect Recharge Address
(Provide the cryptocurrency address you intended to recharge to and the address where the incorrect recharge was sent.)
Asset Recovery Rules:
• All asset recovery procedures are carried out to the best of our ability. DOEX cannot guarantee a 100% recovery of assets in all cases.
• If DOEX is unable to perform an asset recovery, depositing unsupported currencies will result in permanent loss.
• If DOEX can recover unsupported currencies, a certain fee will be charged.
• The estimated time for DOEX to assist users in recovering assets is within 30 working days.
Please note: In the following scenarios, incorrect recharges cannot be recovered
Scenario 5: Recharging to an Address Not Owned by DOEX
If your coins are recharged to the wrong address that does not belong to DOEX, DOEX will not receive the corresponding blockchain assets. Due to the anonymity of the blockchain, it is impossible to help you recover them. We recommend contacting the owner of the corresponding address through other means for possible recovery.
Scenario 6: Incorrect Tag for Tagged Coins (Already in Use)
If you did not provide the correct tag, and the tag has already been occupied or used by someone else, the platform will not be able to process this situation. Please be cautious when filling out tags.

3.How to Recover Forgotten/Wrongly Entered Tags (Tag/Memo) for Tagged Coins like XRP?
Please refer to:https://support.doex.com/hc/vi-vn/articles/21437671985945-How-to-recover-XRP

4.How to Avoid Recharging to the Wrong Address?
Before recharging, please ensure that the recharge address is correct. Addresses for the same currency are often similar in format. If you notice significant differences in the address format during the recharge, please promptly confirm with both platforms.

DOEX Team