Deposit Recovery Policy

In some cicumstances qTrade may technically be able to recover and process a deposit, even though this is costly from an operations and/or security perspective. There are four main scenarios:

• Missing or incorrect data/memos where required (CryptoNote, BIS, NYZO, etc)
• Crosschain Deposits
• Delisted Wallet Fund Recovery
• Unsupported ERC20 Token Recovery

Please review the below information about coin recovery, if you have a recovery request that falls within the below parameters, please submit a support request with details regarding your deposit.

This policy DOES NOT apply to deposits that are delayed due to network or operational delays.

Missing or incorrect data/memos/tag

If you forgot to include the Data, Memo, Tag or payment ID (CryptoNote, BIS, NYZO, etc) or used an incorrect one, then your deposit will not be credited.

To resolve this please submit a support ticket with details regarding your deposit including:

• Coin name
• Deposit amount
• The transaction ID (TXID)
• Proof you sent the transaction

Please note that some tokens may not be recoverable.

qTrade evaluates proof that you sent the transaction at its own discretion, and may choose not to accept screenshots as sufficient proof. If you are unable to provide acceptable proof that you sent the transaction we may be unable to credit your account for the transaction value. 

Crosschain deposits

A crosschain deposit is sending one coin to a different coin's network address. For example, sending BTC to a BCH address.

qTrade will only attempt to recover crosschain deposits that exceed $3000 at the time of deposit, within 30 days of the deposit, and will charge $1000 for this recovery. Recovering coins crosschain is an inherently dangerous and time consuming process.

Please allow up to 30 days for recovery once payment has been received and confirmed, but note that not all deposits can be recovered and the time frame of recovery is at our discretion

Delisted Token Recovery

qTrade notifies customers multiple times prior to removing wallets for a token from the exchange, and provides a minimum of 30 days for customers to withdraw funds from wallets that are schedule to be removed.

Once a token is removed from the exchange the remaining user funds are placed in cold storage and all nodes/infrastructure are scaled down. Due to the time consuming process to recover funds stored this way customers who do not withdraw their funds before the communicated deadline will be subject to a $2500 recovery fee for the wallet balance of the individual token they wish qTrade to recover on their behalf. 

Unsupported ERC20 Token Recovery

qTrade will attempt to recover unsupported ERC20 tokens sent to the exchange for a fee of $2500 per recovery.

It is possible that some tokens may not be recoverable. In the event your tokens are not recoverable, qTrade will return the recovery free, minus any transaction fees or other expenses.