You can submit a request for the following two scenarios:
- Recover deposits with missing or incorrect Memo/Tag
- Deposits made to a Gate hot wallet address
1. Feature Overview
Processing Time:
- Requests are typically processed within 7 business days after submission.
Required Documents:
- The information you provide (such as coin, network, and transaction hash/TxID) must exactly match the data on the blockchain explorer.
- If the deposit amountexceeds 100 USDT, the system will require ascreen recording of the original withdrawal process, which must clearly show the entire procedure, including logging into the withdrawal platform, clicking on the withdrawal order, and displaying the full order details.
Fee Details:
- Only the actual on-chain fee will be charged, converted to USDT based on the network cost.
- The exact fee amount will be displayed on the request details page when you submission.
- If the refund fails, the fee will be returned.
- Please ensure your account has sufficient USDT balance to cover the fee before submitting.
2. How to Submit a Request
On the App
- Open the Gate App and tap “Deposit” in the top right corner, then select “On-chain Deposit.”
- Choose any coin and network to access the deposit page.
- Tap the “?” icon in the top right corner and select “Deposit Not Received - Recovery Request”
- Follow the instructions on the page to fill out and submit your request.
Note: If the app is slow or not working properly, please use the web version instead.
On the Website
You can access the feature directly here: https://www.gate.com/myaccount/deposit_refund
Or follow these steps:
- Log in to the Gate website , then click “Deposit” > “On-chain Deposit” in the top right corner.
- Click “Deposit Not Received - Recovery Request” on the right side of the page.
- Enter the required information and submit.
3. Check Request Status and Reasons for Rejection
You can check your request status in the request list. If your request is rejected, please review the reason and the submitted information on the same page.
Common Reasons for Rejection:
- TxID does not match or cannot be found
- Incorrect coin or network selected
- Required screen recording not provided (for large deposits)
- Insufficient USDT balance to cover the fee
How to Resolve:
- Double-check the submitted information with the blockchain explorer data. If discrepancies are found, correct them and resubmit. If you’re unsure about the issue or encounter any difficulties, please contact customer service or submit a ticket for assistance.
