Deposit Did Not Arrive at KuCoin & Deposited to the Wrong Address

Deposit Did Not Arrive at KuCoin                                                                           

Please confirm that the recipient's address belongs to KuCoin and the address is correct. If you have input the wrong address or transferred a token that isn't listed on KuCoin, your funds won't arrive and KuCoin cannot recover them.

1.  There is no record in the blockchain or TXID (transaction ID):

It is recommended that you contact the sending platform. It is possible that your transfer was unsuccessful. If your transfer is successful, there will be a TXID (transaction id).

2.  There are records in the blockchain, but the number of confirmations is insufficient.

Deposit transactions are automatic, but the transfer will need to be confirmed by the blockchain. Your funds will be automatically deposited to your account after sufficient confirmation. Please be patient and wait for the required number of confirmations. The required confirmation can be checked on the deposit address page.  mceclip0.png

3. Deposit tokens with the old contract

Currently, we have completed the contract upgrade of many tokens (e.g. TEL, CRPT, UTK, etc.), and we do not support deposit tokens with the old contract. If you deposit the old one, your deposit will not be credited. In this case, you can contact the sender to confirm whether you already have the token with the new contract.

Reminder: For the safety of your assets, please make sure that the contract of the sender and the recipient of the corresponding token are the same before deposit.

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E.g.(The contract address cannot be used for a deposit. Please refer to the deposit page to get the deposit address)

4. Deposit to the old deposit address.

Please note that the deposits using the old deposit address will be delayed by 12 hours, and the deposit using the new address will not be affected. Therefore, we recommend that you log in to your KuCoin account in time to enter the deposit page to apply for a new deposit address.

5. The transfer has been confirmed but still hasn't arrived.

If you have received enough confirmations for your transaction, please try checking your account again in 2-3 hours. Sometimes, there is a delay in the time needed for our system to record your deposit.

Please check the confirmations of your deposit via the following sites:

BTC blockchain: http://blockchain.info/

ETH blockchain: https://etherscan.io/

NEO blockchain: https://neotracker.io/

LTC blockchain: https://chainz.cryptoid.info/ltc/

BSC blockchain: https://bscscan.com/

If you still haven't received your deposit after 3 hours, please contact our online support and provide the following info:

  1. The recipient's address and TXID (transaction ID)
  2. The type(s) and amount(s) of coin(s)
  3. Your UID/Registered email address/Registered phone number.

Note:

If you deposit ERC20 tokens or NEP-5 tokens to KuCoin with another ERC20 or NEP-5 token's address directly, your deposit will not arrive. Please be sure to apply for the corresponding wallet address of the token under "Assets-Overview-Deposit". After the application is successful, your assets will be credited within 1-2 hours.

 

Deposited to the Wrong Address

If you have made a deposit to a wrong address, there are several circumstances that may occur:

1. Your deposit address shares the same address with other certain tokens:

On KuCoin, if the tokens are developed based on the same network, the tokens’ deposit addresses shall be the same. For example, tokens are developed based on the ERC20 network like KCS-AMPL-BNS-ETH, or tokens are developed based on the NEP5 network: NEO-GAS. Our system will automatically identify the tokens, so your currency will not be lost, but please be sure to apply for and generate the corresponding tokens wallet address by entering the corresponding token deposit interface before the deposit. Otherwise, your deposit may not be credited. If you apply for a wallet address under the corresponding tokens after the deposit, your deposit will arrive in 1-2 hours after you apply for the address.

2. The deposit address is different from the token’s address:

If your deposit address does not match the wallet address of the token, KuCoin may not be able to help you recover your assets. Please check your deposit address carefully before depositing.

Tips: 

If you deposit BTC to the USDT wallet address or deposit USDT to the BTC wallet address, we can try to retrieve it for you. The process takes time and risk, so we need to charge a certain fee to fix it. The process can take 1-2 weeks. Please kindly gather the information below.

1. Your UID/Registered email address/Registered phone number.

2. The type and amount of the token you deposit.

3. The txid.

4. The screenshot of the transaction from the withdrawal party. (Please log in to the withdrawal account, search the withdrawal history and find the corresponding withdrawal record. Please ensure that the txid, token type, amount and address should be on the screenshot. If you deposit from your private wallet such as MEW, please provide a screenshot of your account address.)

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Please submit a request and provide the information above, we will check the details for you. After you submit the request, please wait patiently, we will reply to your email if there are any updates. At the same time, in order to solve your problem as soon as possible, please do not repeat to submit to avoid problem overlap, thank you for your support.

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