Here's how to deposit correctly, what happens if a deposit is sent the wrong way, and the recovery fees and timelines that apply.
How to Fund Your Wallet Correctly
To make sure your deposit is processed successfully and without delay, always follow these rules:
Use the correct address — your unique deposit address is available in the Top Up section of your Kolo wallet.
Use the correct network — only send funds through the blockchain network supported by Kolo for the selected asset.
Check whether a memo is required — if the deposit instructions show a memo, tag, or message, it must be included exactly as displayed.
Important: Sending funds to the wrong address, on the wrong network, or without a required memo may prevent the deposit from being credited automatically.
Cases of Failed Deposits
If the deposit instructions are not followed, the funds may not be processed to your balance. In such cases, the transaction may remain uncredited because the system cannot automatically identify or match the deposit to your account.
We understand that mistakes happen. Our support team can assist with many of these cases, but recovery or refund cannot be guaranteed in every situation. Incorrect deposit recovery requires manual review and may involve significant operational effort.
Recovery Fees and Conditions
Below are the most common incorrect deposit scenarios, together with the applicable recovery conditions, fees, and estimated processing timelines.
Recovery type | Minimum equivalent for review | Fee | Processing type | Estimated timeframe |
Missing or incorrect memo | $11 USD equivalent | $10 USD + Network fee | Refund | 7 business days |
Deposit to hot wallet instead of deposit address | $10 USD equivalent | $10 USD + Network fee | Refund | 7 business days |
Unsupported token on supported network | $100 USD equivalent | $100 USD + Network fee | Refund | 14 business days |
Deposit on unsupported network | $100 USD equivalent | 10% of amount, min $100 USD + Network fee | Refund | 30 business days |
Important: The minimum amount required for case review is based on the rules in effect at the time the transaction was made.
Need Help?
If you believe your deposit was sent incorrectly, contact Support and share:
The type of error (for example, missing memo)
The asset name
The deposit amount
The blockchain network used
The transaction hash (TxID)
The refund address
Tip: The more complete your information is, the easier it is to review the case.