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How to Retrieve a Crypto Deposit With Wrong or Missing Tag/Memo on Heshket

Updated

What Is a Tag/Memo and Why Do I Need It When Depositing Crypto?

A Tag or Memo is an additional identifier used by some blockchain networks to credit deposits to the correct user account when multiple users share the same deposit address on the platform.

For certain assets and networks, a deposit requires:

  • Deposit Address
  • Tag/Memo (or similar identifier)

If you send a deposit without the correct Tag/Memo, the funds may arrive on-chain but may not be automatically credited to your Heshket account.

 

What Deposits Are Eligible for Tag/Memo Recovery?

Tag/Memo recovery may be available if:

  1. The deposit was sent to a Heshket deposit address but the Tag/Memo was missing or incorrect.
  2. The asset/network is supported on Heshket.
  3. The deposit was made on a network where Tag/Memo is used to differentiate user accounts.
  4. You can provide required transaction details (such as TxID and amount).
     

Important notes:

  • If the asset or network is not supported on Heshket, recovery may not be possible.
     
  • If you entered a Tag/Memo that belongs to another user, the funds may have been credited to that user’s account and recovery may be limited.

     

If You Entered the Wrong Address or Tag/Memo for Your Withdrawal From Heshket

  • If you withdrew to another Heshket account and entered a wrong/missing Tag/Memo (where applicable), contact Heshket Customer Support.
  • If you withdrew to another platform, contact the receiving platform’s support. Heshket cannot retrieve funds once they are sent out to external platforms.
     

How to Submit a Tag/Memo Recovery Request on Heshket

Step 1: Locate the Transaction Details

  1. Log in to your Heshket account.
  2. Go to Assets → Transaction History → Deposits.
  3. Find the deposit record related to the issue.
  4. Copy the TxID/TxHash (Transaction ID).
     

If the deposit does not appear in history but you have a TxID from the sending platform/wallet, keep that TxID available for submission.

 

Step 2: Prepare the Required Information

To process a Tag/Memo recovery request, you will typically need:

  • Coin/Token
  • Network
  • Deposit Amount (enter the exact amount sent)
  • TxID/TxHash
  • Receiving (Heshket) Deposit Address
  • Tag/Memo you used (if any) or confirmation that it was missing
  • Any screenshots/records from the sending platform (optional but helpful)
     

Important:

  • Enter only the TxID in the TxID field (do not paste emails, internal IDs, or addresses into that field).
  • Make sure the amount is accurate and matches the on-chain transaction.
     

Step 3: Submit the Request to Heshket Support

  1. Open the Heshket Help Center.
  2. Submit a request under Deposit Issues / Missing Tag or Memo (or the closest available category).
  3. Fill in all required fields and submit.
     

After submission, you will receive a confirmation and can follow up through your support ticket.

What Happens After You Submit the Request?

  • Heshket will review the transaction details and verify whether recovery is technically possible.
  • If recovery is approved, processing time may vary depending on the network and internal handling requirements.
  • In some cases, a recovery service fee may apply (if applicable, it will be communicated during the process).
     

Important:

  • If the funds were sent from another platform, the recovery process may require additional confirmation steps.
  • If the deposit amount (after any applicable fees) is below the minimum required amount for processing, recovery may not be possible.
     

Frequently Asked Questions

Why can’t I submit my request?

Common reasons include:

  • The details do not match the blockchain transaction (wrong amount, wrong TxID, wrong asset/network).
  • The transaction is not related to a missing or incorrect Tag/Memo.
  • The asset or network is not supported on Heshket.
  • A request for the same transaction has already been submitted.
     

My transaction is confirmed on-chain. Why is it not credited?

If Tag/Memo is missing or incorrect, the deposit may not be automatically credited even if the transaction is confirmed.

Can Heshket recover funds if I sent them to the wrong external address?

No. If funds were sent to a wrong address outside Heshket, only the owner of that address or the receiving platform may be able to help.

 

Need Help?

If you are unable to locate the TxID, are unsure whether the asset requires a Tag/Memo, or need help submitting a request, contact Heshket Customer Support via the Help Center.