If your crypto deposit has been rejected, don’t worry. This is usually due to the transaction not meeting our platform’s policy and compliance standards. At Zoomex, we are committed to providing a secure and compliant trading environment. To ensure the safety of all users, we follow strict regulatory guidelines, and occasionally, deposits may be flagged by our system for additional review.
What to Do If Your Deposit Is Rejected
If your crypto deposit is rejected due to risk-related reasons, we’re unable to credit it to your Zoomex account. However, you may be able to request a refund back to the original wallet. Please follow the steps below:
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Check Your Deposit History
Go to your Deposit History page. If your transaction was rejected, the status will be displayed as "Deposit Failed." -
Look for a Refund Option
In some cases, a “Refund” button will appear next to the failed deposit. This means our system supports an automatic refund process for this transaction. -
Request a Refund
If the Refund button is available, click it to initiate the refund back to the original sending wallet. Please note that it may take some time (up to several hours) for the refund button to become visible after the deposit fails. Please note that refunds may incur network fees. -
If No Refund Button Is Visible
If the refund option does not appear within a reasonable time, please contact our Customer Support team at support@zoomex.com. Be sure to include:-
Your Zoomex UID
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The transaction hash (TXID)
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The cryptocurrency and network used
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Be Patient
Refund processing time may vary depending on blockchain network conditions and the origin of the funds. Our team will do its best to assist you promptly and securely.
After a Successful Refund
Once you've successfully received your refund, you may try depositing again. However, we strongly recommend using a different wallet address for the next deposit to avoid triggering the same risk flags.
If you encounter any difficulties or need further assistance, feel free to reach out to our support team for guidance.
Disclaimer
Refund requests must be submitted within 7 days of the transaction. Zoomex will not be held responsible for any refund requests made after this period, as the eligibility status will be considered expired.