HashWhale Mistaken Deposit Recovery Guide (Wrong Token or Network)

This guide explains what to do if your deposit to HashWhale was not credited due to selecting the wrong token or wrong blockchain network, and how to submit a recovery request.
Please follow all steps carefully and provide complete information — this will greatly increase the chances of a successful recovery.

1. Understand the Two Common Mistake Types

Token Mistake Deposit

Sending one cryptocurrency to an address meant for another token.

Example: Sending BTC to an address that only supports ETH.

Network Mistake Deposit

Selecting an incompatible blockchain network when making a transfer.

Example: Sending USDT via BASE, but selecting TRC-20 on the deposit page.

 Note: Not all mistaken deposits can be recovered.
Whether recovery is possible depends on address/network compatibility and technical feasibility.

2. Immediate First Steps (Critical)

• Stop all related actions immediately.
  Do not send additional funds to the same wrong address or attempt to modify transaction settings.

• Never share your private keys or seed phrases.
  HashWhale will never ask for your private key, mnemonic phrase, or any confidential credentials.

3. Required Information for Recovery Request

Before submitting your request, prepare the following details (the more complete, the better):

• User UID

• Intended network (the correct blockchain network that should have been used)

• Intended token

• Intended deposit address (the correct HashWhale deposit address)

• Actual network used (the incorrect one used during transfer)

• Actual token sent

• Actual deposit address (the wrong one used on the platform)

• Actual deposit amount

• Transaction hash (TxID)

• Screenshot of the deposit transaction record (showing transaction details clearly)

• Registered email or phone number linked to your UID (for account verification)

4. Submitting a Recovery Request

1. Send an email to: support@hashwhale.io

2. Include all the information listed in Section 3.

3. Suggested email subject format:

   Mistaken Deposit Recovery Request – Token / Network / TxID

4. Attach all relevant screenshots (sending wallet transaction, deposit page, wallet address, blockchain explorer TxID search results, etc.).

5. What to Expect from the HashWhale Support Process

Feasibility Assessment

The team will check whether the address and network are technically recoverable.
(Some mistake types may be irreversible.)

Progress Updates

Our support team will keep you informed during the investigation.

Estimated Timeframe

Complex cases may take 1–5 business days or longer, depending on:

• Technical difficulty

• Blockchain confirmation status

• Third-party response time

6. Frequently Asked Questions (FAQ)

Q1. Can all mistaken deposits be recovered?
A1. No. Recovery depends on the compatibility of the address and network, whether the funds have been transferred out, and the technical feasibility.

Q2. How long does recovery take?
A2. Simple, recoverable cases may be resolved quickly, while complex or manually processed cases may take several business days to a few weeks.

Q3. Is there a recovery fee?
A3. Possibly. If manual intervention or technical adjustments are required, HashWhale will notify you in advance and request confirmation before proceeding.

Q4. What if the funds were sent to another exchange or third-party wallet?
A4. If the funds were sent to a third-party address, please contact that wallet or exchange directly.
HashWhale cannot retrieve funds from external platforms but will assist in providing necessary transaction information.

Q5. Can I still recover funds from an old mistaken deposit?
A5. The earlier you submit your details, the better.
Older transactions are harder to recover because of address state changes (e.g., liquidation, reallocation, or fund transfer).
Contact support immediately for the best chance of recovery.

7. Tips to Prevent Mistaken Deposits

• Triple-check before transferring: token, network, and address (including Memo/Tag if required).

• Test with a small amount if you’re unsure about the network compatibility.

• Perform a small test transfer (e.g., 0.01–1% of your intended amount) before large deposits.

• Keep all transaction records and TxIDs — this helps support verify your case faster if an issue occurs.

8. Contact Information & Email Template

Support Email: support@hashwhale.io

Recommended Email Format (you may copy and fill in):

Subject: Mistaken Deposit Recovery Request — Token / Network / TxID

User UID:
Intended network (correct):
Intended token:
Intended deposit address (on HashWhale):
Actual network used:
Actual token sent:
Actual deposit address (on HashWhale):
Actual deposit amount:
Transaction hash (TxID):
Deposit record screenshot:
Registered email or phone number (for account verification):

Once you have gathered all the information, please send your email immediately to support@hashwhale.io with the full transaction details and screenshots attached.
The HashWhale Support Team will begin processing your request and provide further instructions.