If you have accidentally sent crypto using the wrong network, to an unsupported wallet type, or without a required memo or tag, the funds may not automatically appear in your Digital Surge account.
Due to how our wallet infrastructure is designed, recovering incorrectly sent crypto can be complex and in some cases may not be possible. This article explains what can happen and what steps you can take next.
Supported Assets and Networks
Digital Surge only supports deposits made on the native (main) chain for each cryptocurrency.
If crypto is sent on an unsupported network or to the wrong type of wallet address, it will not be credited automatically.
For example
USDT and USDC are supported only on Ethereum (ERC-20), not on Arbitrum, BNB Chain, Polygon or other networks.
ETH must be sent on the Ethereum network, not on alternative chains.
Always check the Receive page for the correct network before sending a deposit. The supported network is displayed above the wallet address.
Memos and Tags
Some assets, such as XRP (Ripple) and XLM (Stellar), require a memo or tag.
If the memo or tag is missing or incorrect, the deposit will not be credited automatically and will require a manual review.
Why Recovery Is Not Guaranteed
Digital Surge operates as a centralised exchange with automated wallet systems designed for security, accuracy and efficiency. Because of this structure:
Assets sent on unsupported networks may not be accessible within our system.
Missing memos or incorrect information can prevent automated matching of deposits.
Manual recovery requires technical intervention and is not always possible.
Recovery Process
If you have sent crypto incorrectly, our team can review the transaction to assess whether recovery is possible.
To begin this process, please contact support and provide:
The Transaction ID (TXID)
The asset you sent
The network used
Once the information is received:
A recovery review may take up to 21 business days.
Recovery is not guaranteed, even after review.
If recovery is possible, the team will attempt to retrieve the funds manually.
A fee may apply to cover the costs involved in the recovery process.
Examples of Incorrect Deposits
Below are common scenarios that require manual review:
Sending USDT/USDC using Polygon or BNB Smart Chain instead of Ethereum.
Forgetting the memo or tag when sending XRP or XLM.
Sending the wrong asset to the wrong wallet type, such as USDT to an ETH wallet address.
Some deposits may be recoverable, but recovery cannot be guaranteed.
Preventing Future Issues
To ensure your deposits arrive safely:
Confirm the wallet address is correct.
Check that you are sending on the supported network displayed on the Receive page.
Include any required memo or tag.
Only send assets on their native or supported main chain.
Incorrect deposits can result in permanent loss of funds, so always review your transaction details carefully before sending.
Need more help?
If you have any questions, please don’t hesitate to contact our support team.