Dear KTX User,
To help you understand how deposit issues and returned withdrawals are handled, we hereby announce the following rules. Please first identify which of the following situations applies to you:
If the deposit network is supported by KTX but the deposited token is not supported on that network, you may apply for recovery assistance. See Section II for details.
If the deposit network is not supported by KTX, the platform may record the relevant transaction information and assess possible handling options if the necessary conditions are met in the future, based on its actual technical capabilities and the rules in effect at that time. See Section III for details.
If the required MEMO/Tag was omitted or entered incorrectly during a deposit, technical assistance from the wallet provider’s technical team is required. See Section IV for details.
If a withdrawal from KTX is returned by the receiving party, the handling process depends on the return transaction path. See Section V for details.
I. Important Checks Before Depositing
(1) Blockchain transactions generally cannot be reversed once broadcast. Before making a deposit, please verify the following three items:
Whether the selected network is supported by KTX.
Whether the deposited token is supported on the selected network.
Whether the token requires a MEMO/Tag. If required, ensure that it is entered correctly.
(2) The same address format does not necessarily mean the same network.
For example, Ethereum (ERC20) and BNB Smart Chain (BEP20) addresses both begin with “0x”. Depositing through the wrong network may prevent the assets from being credited and make recovery difficult. Do not determine the correct network based solely on the address format.
(3) Always follow the network, token, address, and MEMO/Tag instructions displayed on the deposit page in real time. Do not rely on information from unofficial sources.
II. Case 1: Depositing an Unsupported Token Through a Supported Network (Recovery Assistance Available Upon Application)
(1) Applicable Situation
The deposit network you used is supported by KTX, but the deposited token is not supported on that network.
(2) Handling Process
Asset recovery is carried out by the wallet provider’s technical team. KTX may assist in submitting the recovery request to the wallet provider’s technical team and following up on its progress. KTX does not directly perform on-chain recovery operations.
(3) Fees
A processing fee of 10 USDT will be charged for each application that has passed review and is formally submitted to the wallet provider’s technical team for actual processing. The fee covers manual assistance and related on-chain transaction costs.
No fee will be charged for applications that have not entered actual processing. Users must ensure that their KTX wallet balance is at least 10 USDT. The applicable fee will be deducted in accordance with the rules when actual processing begins.
If the account balance is less than 10 USDT, the application will not be included in a processing batch until the balance meets the requirement. It will then be submitted for processing according to the actual arrangements.
(4) Processing Time
The estimated processing period is approximately three months, starting from the date the application is approved and formally submitted to the wallet provider’s technical team. The actual processing time may be extended depending on the wallet provider’s technical processing progress, on-chain rules, and the status of fee payment. This period is an estimate only and does not constitute a guarantee of completion within a specific timeframe.
(5) Return Address
The network associated with the receiving address must exactly match the network used for the original deposit. Applications involving a network mismatch will not be accepted, and no processing fee will be charged.
(6) How to Apply
Please send an email from your account-bound email address to support@ktx-support.zendesk.com.
Email Subject: Token Recovery Request + UID: XXXXXX
Please include the following information in the email:
Account UID:
Full name of the deposited token:
Deposit network:
Deposit amount:
Transaction ID (TxID):
Receiving address for the returned assets:
Network of the receiving address:
Have you deposited 10 USDT into your KTX wallet? Yes / No
(7) Additional Information
Due to the nature of on-chain transactions and the wallet provider’s technical requirements, KTX does not guarantee successful recovery. The final outcome is subject to the actual handling by the wallet provider’s technical team.
III. Case 2: Deposits Made Through an Unsupported Network (Recovery Assistance Unavailable)
(1) Applicable Situation
The blockchain network used for your deposit is not supported by KTX.
(2) Handling Process
KTX currently lacks the technical capability to credit, transfer, or return assets on this network and is therefore unable to submit a special recovery request. KTX may record the relevant transaction information and assess possible handling options if the necessary conditions are met in the future, based on its actual technical capabilities and the rules in effect at that time.
If the wallet provider’s technical team supports this network in the future and KTX subsequently includes the network within its supported networks, you may apply for handling in accordance with the rules in effect at that time. The timeline depends on the progress of network support. KTX cannot provide a specific schedule and makes no commitment regarding when such support may become available.
No interest will accrue on the assets during the temporary holding period. You are responsible for risks associated with price fluctuations, on-chain security, and other related factors.
(3) Important Notice
Please do not deposit additional assets to the same address. Repeated deposits will not accelerate processing and may increase your asset risk.
IV. Case 3: Deposits With a Missing or Incorrect MEMO/Tag (Wallet Provider Technical Assistance Required)
(1) Applicable Situation
The deposited token requires a MEMO/Tag, but you omitted it or entered it incorrectly, resulting in the assets not being credited.
(2) Handling Process
This situation requires technical handling by the wallet provider’s technical team. KTX may assist in submitting the request and following up on its progress. The processing period cannot be determined in advance, and KTX cannot provide a specific timeline or guarantee successful recovery.
(3) How to Apply
Please send an email from your registered account email address to support@ktx-support.zendesk.com, describe the issue, and provide the following information:
Account UID:
Name of the deposited token:
Deposit network:
Correct MEMO/Tag:
Deposit amount:
Transaction ID (TxID):
A video recording or other records of the withdrawal from the sending platform, clearly showing the withdrawal address, network, token, amount, timestamp, and other relevant information.
(4) Additional Information
If the submitted materials are incomplete or cannot be verified, KTX will be unable to submit the request for processing. The final outcome is subject to the actual handling by the wallet provider’s technical team.
V. Case 4: Returned Withdrawals (Matching Token, Contract Address, Network, and Amount)
(1) Applicable Situation
After you withdraw assets from KTX to an external address, the assets are returned by the receiving party, and the returned token, contract address, network, and amount match those of the original withdrawal.
(2) Handling Process
Depending on the address from which the return transaction was initiated, the case is classified into one of the following categories.
1. Return to the Original Address
(1) Description: The return transaction is initiated by the original receiving address, and the token, network, contract address, amount, and other relevant details match the original withdrawal record.
(2) How to Apply: Please send an email from your registered account email address to support@ktx-support.zendesk.com, describe the issue, and provide:
Account UID:
Withdrawn token:
Withdrawal amount:
Original withdrawal transaction hash (TxID):
Return transaction hash (TxID):
2. Return From a Different Address
(1) Description: The return transaction is initiated by an address different from the original receiving address. The relationship between the return transaction and the original withdrawal cannot be established solely from the on-chain address.
(2) How to Apply: Please contact the official customer support team of the receiving platform. The receiving exchange must send an email from a verifiable official customer support email address to KTX’s official support email address (support@ktx-support.zendesk.com).
The email must originate from a verifiable official domain and include the following information. KTX reserves the right to request additional supporting evidence as necessary for verification.
Reason for the return:
Transaction amount:
Network:
Original withdrawal transaction hash (TxID):
Corresponding return transaction hash (TxID):
(3) Handling Notes
KTX will verify the submitted email materials against the on-chain records. If the materials are incomplete, cannot be verified, or do not establish the relationship between the transactions, KTX will be unable to process the request. The processing time depends on the verification progress.
VI. General Notices
1. Deposit Requirements: Always follow the network, token, address, and MEMO/Tag instructions displayed on the KTX deposit page in real time. Do not rely on information from unofficial sources.
2. Responsibility: If a deposit issue arises from the user’s failure to follow platform instructions, provision of incorrect information, use of an unsupported network, or other reasons attributable to the user, the allocation of relevant risks and responsibility shall be determined based on the specific circumstances and applicable rules. KTX will provide necessary assistance in accordance with its actual technical capabilities and applicable rules.
3. Anti-Fraud Notice: KTX staff will never ask for your private keys, seed phrases, SMS verification codes, or email verification codes for any reason, nor will they ask you to transfer assets to a private address. Please remain vigilant against scams.
VII. Supplementary Provisions
These rules take effect on October 24, 2026. KTX may revise these rules from time to time based on business developments and the technical support available from the wallet provider. The latest announcement published in the Help Center shall prevail.
This announcement is hereby issued.
KTX Team
2026-10-23