Understanding Unsupported Deposits on Spenda
What an unsupported deposit is, how it happens, and what our recovery process looks like if it happens to you.
Sometimes a deposit does not reflect because the wrong coin was sent, or the correct coin was sent using the wrong network. This is called an unsupported deposit.
Unsupported deposits happen when:
- You send a coin that Spenda does not currently support.
- You use a network that is not supported for that particular asset on Spenda.
When this happens, the deposit will not reflect automatically. In some cases, our team may attempt a manual recovery, but please note that recovery is not guaranteed.
Before You Deposit
Always double-check that:
- You are sending the exact asset displayed on your Spenda deposit page.
- You are using the correct network for that asset.
- The network selected on Spenda matches the network selected in the wallet or platform you are sending from.
How Our Recovery Process Works
Recovery Eligibility
- Recovery requests are only accepted for unsupported deposits valued at $50 and above.
- Not all unsupported assets or networks can be recovered.
- By submitting a recovery request, you agree to the terms stated in this article.
Recovery is free. There is no fee attached.
Information Required
To request a recovery, contact our support team via the in-app live chat and provide:
- Your Spenda ID
- Transaction hash (TxID)
- Blockchain network used (e.g. Solana, Ethereum, BSC, Arbitrum, Tron)
- Recipient address (your Spenda deposit address)
- Amount deposited
- Refund address (make sure it supports the asset you sent)
Please make sure all details are correct and complete. Missing or incorrect information may delay or prevent recovery.
Recovery Outcome
Due to technical and infrastructure limitations, Spenda may not be able to recover all unsupported deposits. If recovery is successful, Spenda may, at its discretion, refund the asset to your provided refund address or credit the equivalent value to your Spenda balance. If recovery is not possible, the funds may be permanently lost. Spenda is not liable for losses resulting from unsupported deposits.
Processing Time
Recovery attempts typically take 5 to 10 business days from the date the support team confirms acceptance of the request. Timelines may vary depending on the complexity of the case.
Recovery Limitations
Recovery is not guaranteed. If recovery is unsuccessful, the transaction will still remain visible on the blockchain for transparency. If the unsupported asset is later integrated or officially supported on Spenda, recovery options may become available at that time.
Prevention First
The best way to avoid issues is simple: always verify the asset and network before making a deposit.
If you're ever unsure, reach out to our support team via the in-app live chat before sending the asset. It's always better to confirm first than to attempt recovery later.
Ready to Continue?
Double-check your asset and network, then head back to your account to complete your deposit with confidence.
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