If you’ve accidentally sent crypto to the wrong wallet address, on the wrong network, or without a required memo/tag, the funds may not automatically appear in your Digital Surge account.
Because of how our wallet system operates, recovering incorrectly sent crypto can be complex—and in some cases, may not be possible.
This article explains what happens when crypto is sent incorrectly and what you can expect next.
Supported Assets and Networks
Digital Surge only supports deposits on the native (main) chain for each cryptocurrency.
If funds are sent using an unsupported network or to the wrong wallet type, the transaction may not be credited to your account.
For example:
USDT/USDC is only supported on Ethereum, not on Arbitrum, BNB Chain, or other networks.
Ethereum is only supported on the Ethereum network.
Always check the Receive page in your Digital Surge account before sending crypto. The correct network for each asset is shown above its wallet address.
Memos and Tags
Some assets — such as XRP (Ripple) and XLM (Stellar) — require a memo or tag to be included with your transaction.
If a memo/tag is missing or incorrect, your deposit will not automatically appear in your account.
Why Recovery Isn’t Guaranteed
Digital Surge is a centralised exchange, which means our wallet systems operate differently from personal (self-custody) wallets.
Our wallets are designed with layers of automation and security to process deposits and withdrawals efficiently and safely.
Because of this design:
Assets sent on unsupported networks or without the correct information may be inaccessible within our system.
Recovery requires a manual technical review by our team and may not always be possible.
Recovery Process
If crypto has been sent incorrectly, our team can review the transaction to determine if recovery is possible.
To start this process, please contact us and provide:
The transaction ID (TXID)
The asset you sent
The network used for the transaction
Once we receive these details:
The recovery review can take up to 21 business days.
There is no guarantee of recovery, even after review.
If recovery is possible, the team will do their best to retrieve the funds manually.
There may be a fee to cover the costs invovled with the recovery of the assets.
Examples of Incorrect Deposits
Below are a few common examples of incorrect deposits that require manual review:
Sending USDT/USDC using the Polygon or BNB Smart Chain network instead of Ethereum (ERC-20).
Forgetting the memo/tag when sending XRP or XLM.
Sending the wrong asset to the wrong wallet (for example, sending USDT to an ETH wallet address).
In these cases, recovery may be technically possible, but it cannot be guaranteed.
Preventing Future Issues
To ensure your deposits arrive safely:
Always confirm you’re sending to the correct wallet address.
Check that you’re using the correct (supported) network.
Include any required memo or tag.
Only send assets on their native/main chain.
Incorrect deposits can result in permanent loss of funds, so always double-check before confirming a transaction.
Need more help?
If you’ve sent crypto incorrectly or are unsure whether your deposit was supported, please contact us and provide your transaction details so our team can assist.