In rare cases, users may mistakenly deposit funds to a Cobo outbound pool address (i.e., not an official deposit address), often due to copying a withdrawal address in error. To assist in recovering such funds when possible, Cobo may offer support under specific conditions, subject to compliance review and processing fees.
I. Processing Principles
If funds are mistakenly deposited to a Cobo outbound address, Cobo will, only if the funds are confirmed to be unused, assist in returning the assets to the original sending address on-chain.
As such cases require manual risk assessment and signing procedures, users must proactively submit a request and provide the required supporting documentation.
II. Processing Time & Procedure
Estimated Processing Time: 7–15 business days (excluding public holidays)
Processing Method: Upon verification, the funds will be manually returned to the original sending address
Important Note: Recovery is not guaranteed. Certain tokens or blockchain mechanisms may prevent retrieval. Final outcomes depend on technical and operational feasibility.
III. Required Documentation (Please ensure all of the following are provided)
To support the investigation and enable processing, please submit all of the following documents:
TXID of the deposit transaction
Screenshot of the withdrawal page or order details (must display the asset, timestamp, TxID, address, etc.)
All submitted information must be clear, verifiable, and authentic. If any data is missing or found to be falsified, processing may be terminated and fees will not be refunded.
IV. Processing Fee
A fee of USD $47 per transaction will be charged for any manual processing, regardless of whether the platform is centralized or decentralized.
If any fraudulent, misleading, or falsified information is detected, the processing fee will not be refunded.
V. Submission Deadline & Information Accuracy
To ensure the security and compliance of the process:
All submitted materials must be accurate, complete, and truthful.
Cobo will not be responsible for failed recovery caused by incorrect or incomplete information.
Requests must be submitted within 15 calendar days of the transaction. Late submissions will not be accepted.
VI. Helpful Reminders
To increase the success rate and efficiency of handling:
Consider using wallets or exchanges that support address labels (Tag/Memo) or whitelist features
Always double-check platform instructions and addresses before initiating a deposit
If a mistake occurs, contact Cobo Support immediately and submit the required documentation without delay
This document is subject to updates in accordance with compliance policies or business adjustments. Please refer to the latest version for the most accurate information.