What happens if I send unsupported crypto or use the wrong network?
What can and can't be recovered
If you send crypto Ndax doesn't support, use a network Ndax doesn't support, or leave out a required memo, your crypto may be lost. Ndax will make reasonable efforts to help, but can't guarantee recovery or how long it takes. Returning crypto Ndax doesn't support costs the greater of 1.5% of its value or $100 per request.
| Situation | What to expect |
| Missing destination tag or memo | Usually recoverable, but delayed. Submit a Deposit Recovery Form. A recovery fee may apply. |
| Crypto Ndax doesn't support | Ndax's technical team reviews whether recovery may be possible. It isn't guaranteed, and the recovery fee applies. |
| A network Ndax doesn't support | Ndax may not be able to access the network, so recovery may not be possible. |
| An incorrect wallet address | Ndax can't recover crypto sent to an address that isn't yours on Ndax. |
The recovery fee
Every request to return crypto Ndax doesn't support costs the greater of 1.5% of the crypto's value or $100. The fee reflects the time and resources involved. Ndax can't guarantee that the crypto will be returned, or when. A recovery fee may also apply to deposits sent without a required memo.
Full terms are in the Deposits of Non-Supported Virtual Asset policy at ndax.io/en/legal/account-agreements/deposits-of-non-supported-virtual-asset.
How to recover a missing deposit of crypto Ndax supports
If you sent crypto Ndax supports but it hasn't arrived, for example because of a missing memo, use the Missing a Deposit? option to submit a Deposit Recovery Form. You'll need the transaction ID (TXID) from your sending wallet, the crypto amount (not the dollar value), and in some cases the destination address.
On the Ndax website
- Log in at ndax.io.
- In the left-hand menu, select Wallet.
- Select the crypto for the missing deposit.
- Select Receive.
- Select the network you used to send the crypto.
- Select Missing a Deposit? at the bottom of the screen.
- Enter the transaction ID, amount of crypto, and the destination address if asked.
- Select Submit.
On a mobile browser: follow the website steps. To open the menu, tap the Ndax logo at the top left.
On the Ndax app
- Log in to the Ndax app.
- Tap Wallet in the bottom navigation bar.
- Select the crypto for the missing deposit.
- Make sure you're on the Balance page, then scroll to the bottom.
- Under Latest Transactions, find Missing a Deposit? and tap Report.
- Select the network you used to send the crypto.
- Enter the transaction ID (TXID), the destination address if asked, and the crypto amount.
- Tap Continue, review the details, then tap Submit.
You'll see a message confirming that Ndax has received your deposit recovery request.
How to request recovery of crypto Ndax doesn't support
Email [email protected] with:
- The asset name and ticker, for example Bitcoin (BTC).
- The network you used, for example Ethereum or BSC.
- The transaction ID (TxID).
- A return address for the same asset on the same network.
Ndax's technical team will review the transaction to see whether recovery may be possible. If it is, Ndax will send the crypto to your return address, minus the recovery fee. Recovery isn't guaranteed, and Ndax can't give a specific timeline.
How to avoid this
- Check the asset is supported at ndax.io/prices before you send.
- Choose the network that matches your sending wallet on the Receive screen.
- Copy the address and memo from your Ndax account, and paste them rather than typing.
- For a large amount, consider sending a small test amount first.
Related articles
- How to deposit crypto into your Ndax account
- Do I need a destination tag or memo?
Last updated: October 10, 2026. Reviewed by Ndax Customer Support
[Website disclaimer: Section 9.1 of the Support Article Standards]