In certain cases, users may accidentally enter an incorrect Memo/Tag or forget to include one when depositing, resulting in the funds being routed to a Cobo pooled address without being credited. While Cobo will make reasonable efforts to assist in recovering these funds, processing is strictly subject to a tiered review and cooling-off period for compliance and risk control.
🛡 Accuracy of Information & Submission Deadline
To ensure secure and efficient handling:
All submitted information must be truthful, complete, and accurate.
Any delays or failure in fund recovery caused by false, missing, or incorrect information will be the responsibility of the client.
You must contact Cobo Support and submit all required documentation within 15 calendar days of the transaction. Requests submitted beyond this timeframe will not be accepted.
Please cooperate within the stated timeframe to ensure timely assistance.
I. Initial Assessment: Is the Fund Still Retrievable?
Before initiating the refund process, Cobo will verify whether the asset remains unutilized and recoverable on-chain.
If the incorrectly tagged deposit is confirmed to be unclaimed, the transaction will proceed to the next processing stage.
II. Applicable Scenarios
✅ Applicable if:
The user made a deposit from a centralized exchange (CEX) and entered an incorrect or missing Memo/Tag
The user transacted from a decentralized platform (DEX) or wallet and misused the Memo/Tag field, causing the asset to be routed to a Cobo pooled address
III. Process for Centralized Platform Deposits
🧩 Tiered Handling + Cooling-Off Period
Transaction Amount (USD) | Tier Level | Processing Timeline (After Full Documentation Submission) | Notes |
≤ $5,000 | Tier 1 | 7–15 business days delayed crediting |
|
$5,000–$10,000 | Tier 2 | 15 calendar days cooling-off period |
|
> $10,000 | Tier 3 | 30 calendar days cooling-off period | Considered a large amount, subject to enhanced checks |
⚠️ The cooling-off period is designed to detect fraud, prevent unauthorized claims, and confirm rightful ownership of the assets.
📄 Required Documentation (All Items Are Mandatory):
Proof of Withdrawal
Screenshot or exported record from the exchange showing the successful withdrawal
Must clearly display amount, time, and destination address
Full Screen Recording of Withdrawal Process
Must include:
The transaction’s unique identifier (Transaction Hash)
Exact timestamp and amount
User account information (e.g., user ID or login name)
Third-Party Platform & Account Evidence
Name of the exchange/platform involved
Screenshot of the user’s account interface to confirm account ownership
User Time Zone
For example, Korea UTC+9 — helps align cross-timezone verification
Cobo Deposit Address Information
The user’s intended deposit address on Cobo
For tokens requiring Memo/Tag, the correct Memo/Tag must be provided
IV. Process for Decentralized Platform Deposits
⛓ Manual Refund Process
If the deposit is verified, the funds will be manually returned to the original sending address
A manual processing fee of USD $31 per transaction applies
Estimated processing time: 7–15 business days (excluding holidays)
📝 Required Documentation:
Information of the deposit: sending address, Transaction Hash , amount, time, wallet address
Screen recording: clearly displaying the full transaction initiation process
Brief explanation of the mistake: e.g., wallet prompt confusion, memo mispaste, etc.
V. Special Notes
Cobo will make reasonable efforts to recover mistakenly deposited assets, but fund recovery is not guaranteed
Cobo assumes no liability for user operational errors (e.g., wrong address, missing or incorrect Memo/Tag)
In case of ownership disputes, Cobo reserves the right to request additional documentation to verify asset ownership
VI. Helpful Reminders
To reduce the risk of misdirected deposits or unrecoverable funds, please double-check the following before initiating a transfer:
✅ Is the address correct?
✅ Have you entered the correct Memo/Tag?
✅ Does the receiving platform allow deposits to this address?
✅ Consider using whitelist or address label features for added security
If you have any questions, please don’t hesitate to contact the Cobo Support Team — we’re here to help you through the process.
This document is subject to updates in accordance with compliance requirements and internal policy changes. Please refer to the latest version for current guidelines.