Collect the exact transfer details and avoid further transfers while the route is being checked.
Identify the mismatch
Compare the sender’s record with the TRAIEX deposit form: asset, network, receiving address and required Memo/Tag. Note exactly which item differs. Also check whether the transaction has been sent and whether a TXID exists.
Contact the service that can check that destination
If you sent funds into TRAIEX, contact TRAIEX Support with the destination and TXID. If you withdrew to another service, also contact that receiving service: it controls crediting to its own accounts. A completed blockchain transfer cannot be treated like an unfilled exchange order.
Keep the evidence together
Save the sending record, the destination details and the transaction status. If support needs additional information, reply in the same ticket so the full sequence stays together. Do not send a second payment or a “recovery fee” to an unverified person.
Wrong-network, address and Memo/Tag requests are reviewed case by case. Whether recovery is possible depends on the asset, network, destination and circumstances. No recovery, refund or completion time is guaranteed.
What to send support
TXID, asset, network actually used, amount, sending time and timezone, actual destination address/Memo/Tag and the intended TRAIEX details. Never share a recovery phrase, private key or one-time code.
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