Losing access to your cryptocurrency deposit due to a missing tag or memo can be frustrating — but solutions exist. Bybit now offers a self-service recovery option for users who failed to include a required deposit tag (also known as Memo) when transferring assets like XRP, EOS, XLM, and others. This streamlined process is designed to resolve issues faster than traditional manual support, giving users more control over reclaiming their funds.
However, if you encounter an error while submitting a recovery request through the self-service portal, don’t worry. This guide walks you through the correct steps to escalate your case, provide necessary verification, and increase your chances of successful fund retrieval.
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Why Deposit Tags Matter
Certain blockchains require a tag or memo — a unique identifier — to ensure funds are credited to the correct user account. Without it, even if the cryptocurrency reaches the exchange’s wallet, your individual balance won’t reflect the deposit.
While Bybit supports automated recovery for most cases, technical limitations may trigger errors during submission. In such instances, switching to a formal support ticket is essential.
Key Things to Know Before Proceeding
- A processing fee equal to five times the standard withdrawal fee will be deducted from recovered funds to cover operational costs.
- Recovery requests where the deposit value is below the minimum withdrawal threshold will not be processed.
- Transactions older than 75 days are no longer eligible for recovery.
- If you see the message: "Deposit issue has been resolved. For further assistance, please contact customer support," your funds may have been credited to another account due to an incorrect tag. Use the "Incorrect Tag/Memo Used During Deposit" form instead.
- Full recovery cannot be guaranteed, as incorrect tags introduce irreversible blockchain risks.
For general questions about deposits, visit Bybit’s Cryptocurrency Deposit FAQ.
Step-by-Step Guide to Submitting a Recovery Request
When the self-service tool fails, follow this structured approach to file a successful appeal.
Step 1: Contact Customer Support Immediately
If you receive an error when attempting recovery:
- Use live chat support to report the issue.
- Ask the agent to check the status of your transaction and, if possible, freeze any associated funds to prevent irreversible distribution.
- Obtain confirmation that your case is under review before proceeding.
Timely intervention increases the likelihood of fund recovery, especially in edge cases involving high-value transfers.
Step 2: Submit the Correct Support Form
Depending on your situation, choose the appropriate webform:
- ✅ "Deposit Made Without Tag/Memo" – Use this if you omitted the tag entirely.
🔗 Submit via official form - ❗ "Incorrect Tag/Memo Used During Deposit" – Use this only if you received the “issue already resolved” error message.
🔗 Submit alternative form
⚠️ Selecting the wrong form may delay processing. Always match your submission to the specific error encountered.
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Step 3: Determine Your Case Level & Provide Verification
Recovery requests are categorized into three levels based on deposit value. Higher-value cases require more rigorous verification.
Case Level Classification
| Currency | Level 1 | Level 2 | Level 3 |
|---|---|---|---|
| XRP, EOS, XLM, XEM, XYM, RUNE, HBAR, STX, SOLO, WAXP, TON, or others | < $1,000 | ≥ $1,000 | ≥ $100,000 |
Required Verification by Level
| Item | Requirement | Level 1 | Level 2 | Level 3 |
|---|---|---|---|---|
| 1 | Transaction Hash (TXID) or Blockchain URL | Required | Required | Required |
| 2 | Screen Recording of Withdrawal Process | Required | Required | Required |
| 3 | Additional Deposit ≥ $15 (same coin) | Not Required | Required | Required |
| 4 | ID Document + Selfie with Note | Not Required | Not Required | Required |
| 5 | Error Screenshot (if rejected) | Only if self-recovery failed |
Detailed Verification Requirements
1. Transaction Hash (TXID)
Provide the full 64-character TXID from your original withdrawal. Do not include URLs — just the hash.
Ensure accuracy by referring to:
How to Retrieve the Correct Deposit TxID
This step is critical — an incorrect TXID will invalidate your claim.
2. Screen Recording (All Levels)
Record a clear video showing:
- Successful login to your sending platform (e.g., Exchange A).
(You may pre-enter credentials; biometric or 2FA verification is acceptable.) - Navigation to the withdrawal history page.
- Display of all transaction details: amount, coin type, timestamp, and TXID.
- Clicking the block explorer link to verify on-chain data.
(If unavailable, state “No blockchain link” in your submission.)
Keep the recording focused and well-lit for faster processing.
3. Additional Deposit (Levels 2 & 3 Only)
To verify ownership, make a new deposit of the same cryptocurrency, worth at least $15 USD equivalent, using the correct tag/memo this time.
Then update your screen recording to include:
- The new transaction in withdrawal history
- On-chain confirmation with valid TXID
- Side-by-side comparison of both old (missing tag) and new (correct tag) transfers
This proves control over the originating wallet.
4. ID Verification (Level 3 Only)
For deposits over $100,000, enhanced identity checks apply:
Required Documents:
Government-issued photo ID (passport, driver’s license)
- Must be legible, unexpired, and match applicant details
- Original files only — no scans or edited images
Selfie with Handwritten Note:
Take a photo holding:
- Your original ID
- A handwritten note stating:
"I confirm this document belongs to me. This deposit (amount and coin type) was made by me on dd/mm/yyyy."
Your face must be clearly visible and match the ID photo.
5. Error Screenshot (If Applicable)
If your self-service request was rejected:
- Capture a full-screen image of the error message.
- Include URL and timestamp if possible.
- Attach it directly to your support ticket.
This helps agents diagnose technical issues quickly.
Frequently Asked Questions (FAQ)
Q: Can I recover my funds if I forgot the memo?
A: Yes, in most cases — provided the request is submitted within 75 days and meets verification requirements.
Q: How long does recovery take?
A: Processing times vary by case level — typically 3–10 business days after submitting complete documentation.
Q: Why do I need to make another deposit?
A: For mid-to-high-value cases, a new tagged deposit verifies wallet ownership and reduces fraud risk.
Q: What happens if my TXID is wrong?
A: The request will be denied. Always double-check using your exchange’s withdrawal history or blockchain explorer.
Q: Is there a fee to recover my funds?
A: Yes — five times the standard withdrawal fee for that asset will be deducted from the recovered amount.
Q: Can I use someone else’s wallet for verification?
A: No. All evidence must originate from the same wallet used in the original transaction.
👉 Learn how top traders protect their deposits and streamline recoveries efficiently.
By following these guidelines carefully, you significantly improve your chances of recovering lost deposits due to missing tags or memos. Always act quickly, provide accurate information, and use trusted platforms that prioritize user security and transparency.