Blockchain transactions are irreversible. When user assets fail to be credited normally due to wrong network selection or deposit token mismatch, NUSDpay will provide a manual assistance recovery service where technically feasible.
Important Notice: The recovery service is a form of technical assistance, not a mandatory obligation, and the asset recovery outcome is not guaranteed.

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Applicable Scenarios

This service applies to the following two types of situations:

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1. Deposit to a supported network but with an unsupported token

The user deposits a token not currently supported by NUSDpay to an address on a chain supported by NUSDpay (such as ERC20, BEP20, etc.). Prerequisite: The recovery service can be requested provided that the deposit is confirmed on-chain and the assets have entered the NUSDpay custody address.

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2. Deposit to an unsupported network

The user deposits assets to the platform address via a network not supported by NUSDpay. Prerequisite: The recovery service can be requested provided that the assets are technically identifiable and recoverable.

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Application Process

1

Submit a ticket

Log in to the NUSDpay official website and go to the [Submit Ticket] page.
2

Fill in detailed information

Fill in the information related to the mistaken deposit, including but not limited to:
  • Deposit token
  • Deposit amount
  • Deposit network
  • Transaction hash (TxID)
  • Refund address
Please ensure the information is accurate and complete for review.
3

Wait for review

After the ticket is submitted, the platform will conduct a technical and compliance review.Once approved, the asset processing and refund are expected to be completed within 15 business days.Once processing is complete, the assets will be refunded to the user-specified receiving address.

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Service Fee

Because misdirected asset recovery involves manual investigation, on-chain operations, multi-layer risk control, and security approval processes, to ensure the overall security of the platform, each asset recovery service is charged: 10 USDT or an equivalent value in digital assets The fee will be deducted directly from the recovered assets, and the remainder will be returned to the user-specified address.
  • In some cases, the asset recovery may be more difficult and a higher fee may be charged
  • If the assets are insufficient to cover the service fee, the recovery request will not be accepted

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Important Notes

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Technical Limitations

  • Once a blockchain transaction is confirmed, it cannot be reversed; the recovery service is only performed within the scope of what is technically feasible
  • The platform does not guarantee that all misdirected deposit assets can be successfully recovered
  • If the assets cannot be technically extracted, the platform will terminate the recovery process

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Compliance Requirements

  • If the user provides false information or is involved in abnormal behavior, the platform reserves the right to refuse processing
  • The recovery service does not apply to transactions sent to addresses not controlled by NUSDpay
  • All operations must go through the compliance review process

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Risk Warning

Preventive measures: To avoid mistaken deposits, before each transfer please:
  • Carefully verify the deposit network
  • Confirm that the token is supported
  • Verify that the deposit address is correct
  • Make a small test transfer before large transfers

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Frequently Asked Questions

Under what circumstances can assets not be recovered?
  1. Sent to an address not controlled by NUSDpay
  2. Used a technically unidentifiable network or token
  3. The asset value is lower than the service fee
  4. Involves abnormal transaction behavior
How long does the recovery service take? In general, completion is expected within 15 business days after the review is approved. Complex cases may take longer. How is the service fee calculated? The base fee is 10 USDT; a higher fee may apply in complex cases. The fee is deducted directly from the recovered assets.
If you have questions or need technical support, please contact our technical team through the ticket system.Submit a ticket or send an email to [email protected]