A deposit that does not match the asset, network or memo on the Receive page is not credited automatically. Some of these deposits can be recovered by our team on request.

What can usually be recovered

A deposit without a memo (tag) or with a wrong memo on a network that needs one, for example Stellar.
Coins or tokens sent to your Strade deposit address over another compatible network: Ethereum, BNB Smart Chain, Arbitrum, Optimism, Avalanche C-Chain and Polygon use the same address format, so a deposit sent over the wrong one of them reaches an address we control.
Sometimes, a token that Strade does not list on this network sent over a supported network, if Strade lists the same coin on another network. This depends on the token.

A token that Strade does not support at all

A token that is not traded on Strade cannot be credited to your account. On request, we can return it to the address it was sent from, if this is technically possible and the amount covers the network fee of the return. Otherwise the request is refused.

What cannot be recovered

Deposits over a network Strade does not support at all, for example a network with another address format.
Deposits below the minimum deposit shown on the Receive page: Minimum amounts.
Coins sent to an address that is not your Strade deposit address.

Conditions

Recovery is done only on request, and our team checks every case by hand. It is not always possible.
A recovery fee applies: usually 5% of the recovered amount; in cases that need a lot of work on the blockchain it can be different. The fee is deducted from the recovered amount, you do not pay anything separately.
There is no guaranteed time: some cases need manual work on the blockchain.
A recovered deposit is credited to your Funding wallet and appears in Wallet → History → Payments as a Deposit. You get a notification and an email with the credited amount and the fee.

How to request a recovery

Open the support form with the topic Deposits and withdrawals.
Tick My deposit was not credited (wrong network, no memo, unsupported token): request a recovery.
Fill in what you know: Transaction ID (TxID / hash), Network you sent on, Coin or token and Amount sent. In the message, give the date and the address you sent to.
Send the request and keep its number (S-…). We reply by email.

Do not send more to the same address until the case is clear.

Stay safe: Strade support never asks for your password, 2FA codes or seed phrase and never asks you to send coins to "unlock" a recovery. Anyone else who offers to recover your coins for a payment is a scammer.

Can a deposit that was not credited be recovered?