In rare cases, users may mistakenly deposit funds into a Cobo withdrawal address (i.e., not an official deposit address), often due to copying a withdrawal address in error. Where feasible, Cobo may assist in attempting to recover the assets under specific conditions, subject to the procedures, timelines, and fees outlined below.ees.
Information Accuracy & Submission Deadline
To ensure asset security and processing efficiency, users must ensure that all submitted information is true, complete, and accurate. Any delays or failure to recover assets caused by incomplete, incorrect, or false information shall be the responsibility of the user.
Users must contact Cobo and submit all required materials within 15 calendar days from the transaction date. Requests submitted after this period will not be processed.
Please ensure all required documentation is provided within the specified timeframe so we may assist you in a timely manner.
1. Processing Principles
If a mistaken deposit is made to a Cobo withdrawal address and the assets are confirmed to be unused and unoccupied, Cobo may assist in returning the assets to the original sending address on-chain.
Such cases require manual risk review and signing procedures and must be initiated by the user with complete and accurate documentation.
2. Timeline & Process
Estimated processing time: 7–15 business days (excluding public holidays)
Processing method: Assets will be manually returned to the original sending address after verification
Note: Due to certain token or blockchain mechanisms, asset recovery may not always be possible. Final results are subject to verification outcomes.
3. Required Documentation
To facilitate verification and processing, users must submit all of the following information in one complete submission:
1) Deposit & Withdrawal Details
Deposit transaction TXID
Withdrawal transaction details, including asset type, amount, transaction time, TXID, and sending address
Screenshot of the withdrawal page or order details clearly showing the above information
2) Withdrawal Proof (Screen Recording)
A complete screen recording showing the withdrawal operation or withdrawal history
The recording must clearly display the account information and corresponding transaction details
3) User Timezone Proof (Screen Recording)
Please search “timezone” on Google to display your current timezone
Example: Korea UTC+9
The screen recording must include the browser search bar, search keywords, and the results page
⚠️ All submitted materials must be clear, complete, and verifiable. Incomplete, unclear, or falsified information may result in termination of the recovery process, and the processing fee will not be refunded.
4. Fees
A USD 47 processing fee per case will be charged for all manual recovery requests
The processing fee is non-refundable if falsified, misleading, or incomplete information is provided
5. Special Disclaimer
Cobo will make reasonable efforts to assist with deposit anomalies or asset recovery requests; however, successful recovery cannot be guaranteed.
Cobo is not responsible for asset losses caused by user errors, including but not limited to incorrect addresses or missing/incorrect memo or tag information.
In cases of asset ownership disputes, Cobo reserves the right to request additional documentation for verification purposes.
6. Helpful Tips
To avoid similar issues in the future, we recommend that you:
Use wallets or platforms that support Tag/Memo or address whitelisting
Carefully verify deposit addresses and platform instructions before initiating transactions
Contact Cobo Support as soon as possible and submit complete documentation if an error occurs
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.