Cryptocurrency transactions are irreversible by design. However, if you have made an error during a deposit to WOO X Pro, we may be able to assist in recovering your funds depending on the nature of the mistake.
Please review the categories below to understand the recovery process and the information required from you.
1. General Policy on Recovery
- Third-Party Addresses: If you accidentally sent assets to a wrong address that does not belong to WOO X Pro, we cannot recover these funds. We do not have ownership information for external addresses.
- Wrong Tokens/Chains: WOO X Pro generally does not offer a recovery service for unsupported tokens. If you have experienced a significant loss, we may, at our sole discretion, attempt a recovery.
- Complexity: These operations are highly complex and involve substantial security risks. Recovery attempts—if deemed feasible—may take more than two weeks to process.
2. Missing or Incorrect Memo/Tag
Certain networks (e.g., EOS, XLM, BNB, LUNC) require a Memo or Tag to correctly route the deposit to your specific account. If this is missing or incorrect, your deposit will not credit automatically.
To recover a deposit with a missing/wrong memo, you must provide:
- Account Detail: Your WOO X Pro account email or registered phone number.
- Transaction Data: The TXID (Transaction ID) of the failed deposit.
- Visual Proof: A clear screenshot of the withdrawal record from the originating platform (the TXID must be visible).
-
Ownership Verification Deposit: You must send a new deposit (any small amount) from the same source address used in the original transaction, including the correct memo/tag.
- Note: This verification deposit is mandatory to prove you are the owner of the sending wallet.
3. How to Submit a Recovery Request
If you have deposited the wrong token to a WOO X Pro address or failed to include a memo, please gather the information listed below and contact us immediately.
Required Information for all Recovery Requests:
- WOO X Pro account email
- Token/Coin name
- Total amount sent
- The specific Deposit Address used
- Transaction ID (TXID)
- A screenshot of the transaction from the sending platform
Submit your request via:
- Support Ticket: Submit a Request Here
- Email: support@wooxpro.com
4. What to Expect
Once you have submitted your request:
- Review: Our technical team will determine if recovery is possible.
- Security Procedures: If feasible, recovery is performed by authorized personnel under strict security protocols. This may involve upgrading wallet software or secure key imports.
- Patience: Because these are manual, high-security operations, please allow for significant processing time. We will notify you via email once the process is complete.
Pro-Tip: To avoid these issues in the future, always perform a small "test deposit" when using a new network or sending a large amount of capital.