Crypto Recovery Handling Process
Sent crypto to the wrong address or network on ZMO? Recovery may be possible depending on the scenario. Contact support@zmo.com — fees and timelines vary by case.
LL
Lulu Liu
8 min
When depositing or withdrawing digital currency assets, please do so with extreme caution. Your assets may be lost if you deposit or withdraw funds to the wrong wallet address by accident. ZMO will not be responsible for any losses or penalties incurred if you enter the wrong transaction information.
Crypto Recovery Services
ZMO may recover lost funds for users in some situations.
Please contact us at support@ZMO.com, and our customer service team will guide you through the steps.
Note: There might be a recovery fee charged for each case; This can be deducted from your recovered assets or spot wallet balance.
Note: Attempting to recover an ineligible asset or through an ineligible network will lead to an error message. You’ll be unable to recover your funds in this situation.
Crypto Recovery Scenarios
Below, please find the different crypto recovery scenarios and the respective measures we may or may not be able to take to assist you.
Crypto Recovery Scenario | Funds Retrievable? | CREDIT / REFUND | Recovery Fee | ETA |
Deposited Using Incorrect Chain | Yes | CREDIT / REFUND | 5% or 50 USD Equivalent | 1-3 days |
Deposit Not Credited | Yes | CREDIT | No Fee | 1-3 days |
Incorrect Destination Tag/Memo | Yes | REFUND | Network Fee. | 1-3 days |
Unsupported Token | Please check with team | REFUND | 5% or 50 USD Equivalent | 2-7 days |
Unsupported Chain | No | N/A | N/A | N/A |
Unsupported Token on Certain Chain | Please check with team | REFUND | 5% or 50 USD Equivalent | 2-7 days |
Mistakenly Deposited to ZMO Hot Wallet | Yes | REFUND | Network Fee | 1-3 days |
Deposited to ZMO Hot Wallet - REFUND | Yes | CREDIT | No Fee | 2-7 days |
Address Expired | Yes | CREDIT / REFUND | 5% or 50 USD Equivalent | 1-3 days |
Deposit Below Minimum Threshold | No | N/A | N/A | N/A |
Incorrect Wallet Address that Doesn't Belong to ZMO | No | N/A | N/A | N/A |
