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Documentation Index

Fetch the complete documentation index at: https://docs.cryptomate.me/llms.txt

Use this file to discover all available pages before exploring further.

CryptoMate wallets only accept deposits on the networks and tokens explicitly configured for your account. If a deposit arrives outside those parameters, the funds cannot be credited automatically and require a manual recovery process.

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Situations that require recovery

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Wrong network

The same token exists on multiple blockchains (e.g. USDC on Ethereum, Polygon, and Tron). Sending funds on a network that is not enabled for the destination wallet means the deposit lands at the wallet address on an unsupported chain and cannot be detected or credited by the platform.

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Unlisted token

If a token that is not part of CryptoMate’s supported token list is sent to a wallet address, the platform has no mechanism to recognize or credit the transfer.

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Recovery process

Manual fund recovery is available upon request. Because it requires direct on-chain intervention by the CryptoMate operations team, the following conditions apply:
Recovery is performed at the client’s expense. Network fees and operational costs associated with the recovery will be deducted from the recovered amount before crediting.
To initiate a recovery, contact CryptoMate customer support with the following information:
  • The wallet address that received the deposit
  • The transaction hash (txid) of the deposit
  • The network and token involved
  • The amount sent
The more detail you provide upfront, the faster the recovery team can assess the situation. Recoveries are evaluated case by case — not all situations may be recoverable depending on the network and token involved.

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How to contact support

Reach out to the CryptoMate support team through the channel provided during your onboarding. Include “Fund Recovery Request” in the subject line so the request is routed to the right team immediately.

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Prevention

The best way to avoid recovery situations is to validate the network and token before sending:
  • Always confirm the exact network enabled for the destination wallet before initiating a transfer — check Settings → Products in the Portal or use the List available blockchains endpoint.
  • Only send tokens that appear in your contracted product’s supported token list.
  • For programmatic deposits, use the deposit wallet address returned by the API for the specific product and blockchain — never reuse addresses across products or networks.