How to Get a Refund for Digital Tokens on Indodax
If you have mistakenly sent a digital coin or token that is not registered or supported by Indodax, it is crucial to follow the necessary steps to resolve the issue.
- Please contact our support team via email at support@indodax.com and using the email subject "Incorrect Network Token Refund". You will also need to provide a TX Hash/TX ID for further verification.
- There is a fee as a token return fee if you make a mistake sending ERC 20, BEP 20, etc. Indodax Customer Support will tell you the fees to be paid and the payment method using specified digital assets.
- If a member is willing to pay a fee, Customer Support will escalate your problem to the related team. The process will need several data such as Indodax account email, TX ID, amount, return address and voucher code.
- The token return process is carried out and the member will be informed by Indodax Customer Support.
Please note that some transactions to unsupported networks are still not supported for the refund process. Please be careful and recheck the appropriate network before sending the deposit.
Sending Refunds Fee using Specified digital assets
- Buy the specified digital assets in Indodax market.
- Send the specified digital assets to the username given by Customer Support for refunds of incorrect token transfers.
Via Indodax website :
- Login to your Indodax account.
- Please click on the "Wallet" menu in your Indodax account. There are two ways to access this menu. First, you can find it on the left side of the screen labeled "Wallet". Second, at the top right of the screen, you will find the "Wallet" menu.
- Please select "Withdraw" in the specified digital assets section.
- Select the "Indodax User" tab.
- Please input username that has been decided by Indodax Customer Support.
- Please enter the nominal fee refund according to the information provided by our Customer Support.
- Please perform a security verification by selecting "Get Code" to obtain the OTP through the email that will be sent to the registered email on your Indodax account. Or, please click "Get Code" to obtain the OTP through SMS, which will be sent to the registered phone number on your Indodax account.
- After receiving the OTP code via email or SMS, please enter the code. If your account is protected with Google Authenticator, enter the Google Authenticator PIN in the provided PIN field.
- Then click "Send".
- After successfully sent, please attach the TX ID/TX HASH of the transaction fee to our Customer Support to proceed with the refund process.
Via Indodax App :
- Login to your Indodax account.
- Choose the “Wallet” menu, then select the specified digital assets wallet.
- Choose "Withdraw"
- Then choose “Username” in the withdraw coin method.
- Enter the username that has been decided by Indodax Customer Support.
- Then input the refund fee amount as instructed by our Customer Support.
- Click "Continue".
- Check the confirmation page to ensure that all information is correct. Then click the "Withdraw Coin" button to proceed with the withdrawal process.
- Enter your Indodax Application PIN.
- Please perform a security verification by selecting "Get Code" to obtain the OTP through the email that will be sent to the registered email on your Indodax account. Or, please click "Get Code" to obtain the OTP through SMS, which will be sent to the registered phone number on your Indodax account.
- After receiving the OTP code via email or SMS, please enter the code. If your account is protected with Google Authenticator, enter the Google Authenticator PIN in the provided PIN field.
- Attach the TX ID of your withdrawal refund fee to our Customer Support to continue the refund process.