When sending or receiving Ripple (XRP), Stellar (XLM), or Terra (LUNA), you must indicate the correct destination address tag or memo. This is a separate unique number shown together with the deposit address, such as this:
If this tag is not included in the transaction, your funds may be lost.
If you accidentally send funds without a destination tag/memo, we can try to recover them if you provide us with the following information:
- Destination address and amount of crypto sent
- Transaction date
- A screenshot of the transaction details, including the transaction identifier/hash number showing the transaction on the platform from where it was sent
Note that you must be verified on Cryptal to request this service.
Once you have provided all of the information listed above, we will try our best to recover your funds. It may take 5-7 working days for the deposit to be recovered and we do not guarantee that we will be able to retrieve the funds.
Considering the time and effort involved in manual retrieval, we will charge a processing fee of 5% of the transaction amount for such requests after the first one. This amount will be deducted directly from the recovered transaction amount.