Cross-chain recovery policy
A deposit of one coin to a different coins address is considered as a cross-chain deposit.
Token recovery in a cross-chain deposit is a highly complex, manual procedure and MTBIT Exchange cannot always guarantee a successful outcome. Not all deposits are recoverable. Furthermore, there are different levels of difficulty, time, and security risk involved in each recovery, depending on the currency that has been mistakenly sent to an address.
MTBIT Exchange informs and urges all customers to exercise extreme care and caution when depositing tokens. It is the customer’s responsibility to ensure that the transfer of assets to a MTBIT Exchange account is done correctly.
Cross-chain recovery requests may be submitted for amounts exceeding $2,500** equivalent at the time of the transaction, subject to the following procedures:
- MTBIT Exchange will initially evaluate and assess if the recovery is feasible. If after this evaluation, recovery is deemed not to be viable, at MTBIT Exchange’s sole and absolute discretion, the tokens will not be recovered. This evaluation is final. If it is decided that a recovery will be tried, MTBIT Exchange will attempt a recovery, but a successful outcome is not and cannot be guaranteed.
- A fee on full or partial recovered deposit will be applied. The fee will be deducted from the deposit that MTBIT Exchange will credit to the customer's wallet.
- There is no time frame or time limit for any discretionary recovery process to be undertaken by MTBIT Exchange, so please be patient. Please do not contact us; wait to be notified. There are no possible updates that MTBIT Exchange can or will communicate before the process is completed.
Deposits of unsupported tokens (including tokens on the incorrect chain) are not recoverable.
If you wish to submit a recovery request, please contact MTBIT Exchange customer support, providing the following:
- Token name;
- Deposit address;
- Desired recovery address (please make sure that you own the private key);
- Transaction ID; and,
- Transaction screenshot.