Forgot or Incorrectly Filled Memo/TAG/Payment ID
The "Memo" (also known as Tag or Payment ID) is an additional address feature required to identify the recipient beyond the wallet address. For cryptocurrencies that require a Memo (such as XRP, XLM, etc.), if the corresponding Memo is not provided during a deposit, the deposit will not be credited. Due to the unique nature of addresses for tokens requiring a Memo, we will refund the funds via the original route. Please promptly submit a support ticket and provide the following information so that we can verify and process your request as soon as possible:
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Your KAI account (email or phone number)
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Deposit transaction hash
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Deposit amount
Note: Once verified, we will refund the funds back to the FROM address within 2 weeks.
The Deposited Cryptocurrency Is Not Listed on KAI.COM or Does Not Match the Listed Token Contract
In such cases, please describe your deposit error in detail and provide the following information so that we can assist you. Please note that we cannot guarantee the successful recovery of your assets:
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Your KAI account information;
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The name and address of the incorrectly deposited token;
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The deposit amount;
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TXID (this is very important).
Our customer service team will promptly assess whether your case qualifies for recovery. If recovery is possible, technical support will be involved. Due to significant manpower, time, and risk control costs, the entire process may take 1-2 weeks or longer; please be patient. Additionally, please confirm with customer service whether you want the funds to be returned via the original route or transferred to another designated address (if opting for the original route, please ensure the receiving address is not a hot wallet; if a designated address is chosen, please inform customer service accordingly).
Incorrect Deposit Address
1.Depositing to an Address Outside of KAI If tokens are deposited to an address outside of KAI,
KAI will not receive the corresponding blockchain assets. Due to the anonymity of blockchain,
we are unable to help recover the funds; it is recommended that you contact the owner of the
address through other means to negotiate a recovery.
2.Depositing to an Address on a Different KAI-Supported Chain
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If the token belongs to a chain supported by KAI and the contract address matches, you can contact KAI customer support to assist in recovering your funds;
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If KAI does not support that chain, please check with customer service to confirm whether a refund is possible.
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