Uncredited Deposit Return Application - Filling Guide
1.Feature Introduction
If your asset deposit to Ourbit has not been credited, you can submit the [Wrong Deposit Return Application] form, and our support team will attempt to retrieve your assets.
- After submission, the review is expected to be completed within 1-2 business days, and the result will be notified via email/inbox message. Please be patient.
- Depending on the complexity of the uncredited deposit issue, asset returns may take 3 to 22 business days. Please refer to the page prompts and customer service notifications.
- Due to the additional technical and manpower support required to return wrongly deposited assets, we may charge you a certain fee based on the situation. Please refer to the page prompts and customer service notifications for details.
2.Under what circumstances can one apply for return via self-service
(1) Your deposit status is shown as "Confirmed"/"Successful" on the blockchain explorer and meets the required confirmation number for deposit, but still has yet to be credited.
(2) You did not fill in / incorrectly filled in the [Memo/Tag] identifier during deposit, resulting in deposit not being credited.
(3) You deposited a crypto not supported by Ourbit or used a network not supported by Ourbit for deposit.
(4) You used special methods such as contract transfer / cross-chain transfer during deposit, resulting in deposit not being credited.
(5)Your withdrawal from Ourbit was returned by another platform, but you have not received the refunded funds.
(6)You deposited funds to Ourbit's hot wallet address, but they were not credited correctly.
Gentle Reminder: If you are unsure about the reason for the uncredited deposit, please submit this application, and we will promptly verify the situation for you and notify you of the review results.
3.Filling Guide:
Deposit Information Form:
(1) Deposit Crypto: Please fill in the crypto name as displayed on the blockchain explorer.
(2) Deposit Network/Address: Please fill in the network and address information as displayed on the blockchain explorer. The deposit address may also be referred to as "to address," "Destination address," "Receiver," etc. If the deposit address includes a [Memo/Tag] identifier, please fill it in the format of [Address: Memo] (e.g., ourbitxdeposit:12xx34).
(3) Deposit Amount: Please fill in the deposit amount as displayed on the blockchain explorer (up to 41 characters, 22 whole numbers + 18 decimal places). The filled-in deposit amount is for reference only, and customer service will process it based on the actual deposit amount associated with the TxID. Please refer to the final processing result.
(4) Deposit TxID: The TxID / Transaction Hash is the unique identification credential of the deposit on the blockchain. You can view and copy this TxID string in the withdrawal records of the withdrawal platform / wallet.
(5) How to Enter the TxID for the TONCOIN Network: If your original transaction TxID contains special characters that prevent you from submitting the [Wrong Deposit Return Application] form, please copy and submit the correct TxID as follows.
- Open the blockchain explorer: https://tonviewer.com and enter your TxID. The following is an example:
Copy the Tx hash and enter it into the deposit TxID field for submission.
Additional Information Form:
Enter the return address:
- Only returns to the original source are supported: Please enter the sending address of the transaction as the return address.
Enter your TxID/TxHash in the blockchain explorer to access the transaction details page. The "From address" displayed on the page is your sending address.
Important Notice:
- Deposits of unsupported assets to Ourbit, deposits to Ourbit's hot wallet, or deposits that require a Memo but were not filled in the Memo, may result in the failure of the deposit. After recovery, only returns to the original source on the block chain are supported
- In some cases, due to an incorrectly entered Memo belonging to another user, your assets may have been transferred to that user's account. In such cases, we are unable to provide further assistance.
- Please carefully confirm that the return address is correct and able to receive your funds. Currently, only returns to the original source on the block chain are supported.If . If the original source address on the block chain is a hot wallet address of the sending platform, after the return is completed, you may contact the platform for further assistance in crediting the funds. Please confirm your understanding.
- Once the form status changes to "Application Completed," it means you have confirmed the address as valid and correct. After that, if you do not successfully receive the returned funds through that address, Ourbit will not be responsible for any further issues.
Disclaimer:
(1) In some cases, returning an uncredited wrong deposit may take longer (more than 22 business days), depending on the actual difficulty of returning the deposit.
(2) The fee is not fixed and may vary due to market conditions or operational/technical costs
(3) Please note that we cannot guarantee the return of funds in any circumstance. If it is ultimately determined that return is not possible, we will refund the transaction fee to you.
Ourbit
14 March 2024
