> For the complete documentation index, see [llms.txt](https://support.backpack.exchange/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.backpack.exchange/exchange/deposit-and-withdraw/crypto/deposit/unsupported-asset-deposits-and-manual-retrieval-policy.md). # Unsupported Asset Deposits & Manual Retrieval Policy ## Normal case: unsupported assets cannot be deposited Backpack only supports specific assets and networks. If you deposit an asset Backpack does not support, or use a network Backpack does not support, those funds will not appear in your account and cannot be accessed through the app. The most reliable way to avoid this is to confirm on the deposit page that both the asset and the network are supported before you deposit. If you send another asset or use another network, you will not be able to withdraw the funds yourself, and we cannot guarantee that they can be retrieved. Please check carefully before proceeding. {% hint style="info" %} **Reminder:** As long as you confirm that the asset and network are supported before depositing, you will normally never encounter the situations described in this policy. This policy exists only to explain the limited manual assistance we can offer in the rare event of a mistaken deposit. {% endhint %} *** ## Special case: you may request manual retrieval assistance For mistakenly deposited unsupported assets, retrieval must be performed manually by our engineering team through Backpack’s MPC cold-wallet architecture. Because Backpack’s reserves are verified daily by a third party in real time (Proof of Reserves), any non-standard wallet operation requires additional security and operational resources. Retrieval is therefore offered only as limited manual assistance in special cases. ### What counts as an unsupported asset deposit This includes any of the following: • Depositing an asset that Backpack has not listed. • Using a network Backpack does not support to deposit an otherwise supported asset. • Sending tokens to a Backpack deposit address generated for a different asset or a different network. • Receiving an unsupported asset or network via a cross-chain bridge, swap router, or third-party service. If you deposited a supported asset over a supported network but the funds have not yet arrived, this is not an unsupported asset deposit. Please contact Customer Support directly and do not submit a retrieval request. ### When retrieval is not possible Some deposits can never be retrieved. In the following cases we will not charge a fee and cannot accept a retrieval request: • Assets sent to a smart contract address, a token contract address, or any address that is not a Backpack deposit address. • Assets sent to a deposit address that has since been deactivated or reassigned. • Cases where signing or moving the asset would pose an unacceptable operational risk to other customers’ funds. • Assets subject to sanctions, compliance, or legal freezing restrictions. Where the operation could pose an unacceptable risk to the safety of customer assets, the wallet system, compliance requirements, or normal operations, Backpack may decline any retrieval request at its sole discretion — including cases where the asset is technically retrievable but the associated risk is, in our judgment, unreasonable. ### Networks not currently supported Assets sent to a network Backpack does not currently support cannot be retrieved at this stage. However, if Backpack adds support for that network in the future, you may submit a retrieval request at that time, subject to the fees and conditions set out in this policy. The above applies only where the deposit address you sent to belongs to a network family for which Backpack controls the private keys — for example, an EVM address. It does not apply if the destination address is unrelated to any address held by Backpack. Please note: • We cannot predict whether, or when, a particular network will be supported. • If network support changes, we cannot notify users individually, so you may need to check Backpack’s currently supported networks periodically. • Adding support for a network in the future does not mean historical deposits automatically become retrievable. Any retrieval request at that time must still meet the technical, security, compliance, and operational requirements then applicable. *** ## Retrieval is not guaranteed Retrieval is handled on a best-effort basis, and we cannot guarantee success. During the eligibility assessment we will tell you what we currently know about the asset, so that before paying you can weigh the value of the mistakenly deposited asset and decide whether to proceed. *** ## Charged only on success; refunded in full on failure The amount you pay upfront is charged as a service fee only if the retrieval succeeds. If the retrieval is ultimately unsuccessful, the upfront amount is refunded in full — credited back to your Backpack Exchange account within 7 business days after the end of the calendar quarter to which your request’s processing batch belongs. Refunds are made only to your Backpack Exchange account; we do not send refunds to an external wallet or to another exchange. *** ## Why a service fee applies Each retrieval must be performed manually by our engineering team through Backpack’s MPC cold-wallet architecture, and involves additional security, operational, and risk-management processes. The service fee is intended to cover the resources required to provide this special retrieval service and the associated operational risk. The fee is only actually charged after the asset is successfully retrieved. *** ## Processed in quarterly batches To reduce the frequency of non-standard MPC cold-wallet operations and the security risk they carry — and to protect the safety of user assets — eligible retrieval requests are processed together in calendar-quarter batches. • Retrieval is performed manually by the engineering team and processed once per calendar quarter; individual requests cannot be expedited. • The cut-off for each quarterly batch is 15 calendar days before the end of the quarter; eligible requests after the cut-off automatically roll over to the next quarter’s batch. • Once your request enters a quarterly batch, we will not provide progress updates beyond confirming that it is in the queue. *** ## Fees and processing cycle
ItemDetails
Service fee

• Below 500 USDC equivalent: Each retrieval carries fixed engineering, security, and operational costs, so retrieval requests cannot be accepted at this value.

• 500 to 10,000 USDC equivalent: A flat service fee of 200 USDC.

• Above 10,000 USDC equivalent: A flat service fee of 500 USDC.

PaymentPaid upfront before the retrieval begins. The amount is charged as a service fee only if the retrieval succeeds; if it does not, it is refunded in full to your Backpack Exchange account under the refund rule below.
Processing cycleProcessed in batches once per calendar quarter. For example, the nearest batch will be completed by 30 September 2026; the following batch by 31 December 2026.
Batch cut-offThe cut-off for each quarterly batch is 15 calendar days before the end of that calendar quarter. Requests completed and eligible before the cut-off are included in that quarter’s batch; those submitted or completed afterward roll over to the next calendar quarter.
Success guaranteeRetrieval is handled on a best-effort basis and cannot be guaranteed.
RefundIf the retrieval is unsuccessful, the amount you paid is credited back to your Backpack Exchange account within 7 business days after the end of the calendar quarter to which your request’s processing batch belongs. Refunds are made only to your Backpack Exchange account — we do not send them to an external wallet or to another exchange.
The applicable service fee must be paid upfront. After we confirm your request is eligible, we will provide payment instructions through your support ticket. Retrieval begins only after payment is received. Whether a request is included in the current quarter’s batch depends on when the complete application, eligibility review, and required payment are finished; if these are completed after the quarter’s cut-off, the request rolls over to the next calendar quarter. {% hint style="info" %} **Anti-scam notice:** Payment instructions are only ever sent by as a reply within an email thread you started yourself. Backpack staff will never contact you first through DMs, Telegram, Discord, or any other channel to request payment, and will never ask you to send funds to an address provided through any other channel. Anyone who contacts you first claiming they can retrieve your assets for a fee is running a scam. Always verify the sender’s address carefully before transferring anything. {% endhint %} *** ## How to request asset retrieval 1\. Email from the email address registered to your Backpack account, with the subject line: Unsupported asset retrieval. We cannot process requests sent from any other email address. 2\. Provide the transaction hash, the network used, the asset name, the amount, and the relevant Backpack deposit address. Without a transaction hash we cannot begin the assessment. 3\. Wait for the eligibility assessment. We will confirm whether the asset is retrievable and share what we currently know, so you can decide whether to continue. 4\. Pay the applicable service fee. We will send payment instructions in a reply from . Once payment is received, your request enters the batch for the corresponding calendar quarter. 5\. Receive the funds. For assets Backpack supports, a successful retrieval is credited to your Backpack account; for assets Backpack does not support, funds are sent to an external address you provide. *** ## During processing • Retrieval is handled manually by the engineering team and processed once per calendar quarter; individual requests cannot be expedited. • Once your request enters a quarterly batch, we will not provide progress updates beyond confirming that it is in the queue. • Submitting a request and paying the fee does not obligate Backpack to successfully retrieve the asset. *** ## Frequently asked questions **Can I pay more to have my request processed faster?** No. Retrievals are processed together by the engineering team in quarterly batches, and individual requests cannot be expedited. Each batch closes 15 calendar days before the end of the quarter, after which eligible requests automatically roll over to the next quarter’s batch. **My mistakenly deposited asset is worth less than 500 USDC equivalent. Can I still request retrieval?** Not at this time. Because each retrieval carries fixed engineering, security, and operational costs, requests below 500 USDC equivalent — where the fee may exceed the retrievable value — cannot be accepted for now. **If the retrieval fails, will I get a refund?** Yes. If we are ultimately unable to retrieve the asset, the amount you paid is refunded in full to your Backpack Exchange account, within 7 business days after the end of the quarter. Refunds are not sent to an external wallet or another exchange. **How can I be sure the payment address is genuine?** The payment address is only ever sent by as a reply within an email thread you started yourself. If you receive a payment address any other way — a DM, a group chat, a different sender address, or an email you did not initiate — do not transfer anything. Reply within your own email thread and ask us to confirm. **I deposited to Backpack Wallet, not Backpack Exchange. Does this policy apply?** No. Backpack Wallet is a self-custodial wallet where you control the private keys. This policy applies only to Backpack Exchange deposit addresses. **Why is a service fee charged?** Each retrieval must be performed manually by our engineering team through Backpack’s MPC cold-wallet architecture, and involves additional security, operational, and risk-management processes. The fee is intended to cover the resources required to provide this special retrieval service and the associated operational risk. It is only actually charged after the asset is successfully retrieved. *** *Backpack reserves the right to modify this policy at any time.* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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