Applicable Scope
This guide applies to Gate Web
Before you start: Ensure you have the transaction hash and can access TON blockchain explorers (tonviewer.com or tonscan.org)
Estimated time: 10 m
Objective
This guide will walk you through how to correctly fill out the "Deposit Not Received - Recovery Request" form for TON chain deposits on Gate Web.
Steps
Step 1: Verify Your Eligibility
Confirm that your situation matches one of the following scenarios:
- Your TON chain deposit was not received due to an incorrect Memo/Tag
- You deposited into the platform's coin distribution address
Step 2: Locate the Withdrawal Address (From Address)
- Visit https://tonviewer.com/
- Enter your transaction hash value in the search box
- Navigate to the "Event Overview" section
- Copy the "From" address (this is your original sending address)
Important: The withdrawal address must be the original sending address where the assets came from, as funds can only be returned through this address.
Step 3: Locate the Deposit Address (To Address)
- On the same TON Viewer page, locate the "To" address or "Receiver" address under "Event Overview"
- Copy this address (this should be the Gate wallet address where you attempted to deposit)
Step 4: Determine the Deposit Amount
- On the TON Viewer page, locate the "Value Flow" section
- Note the actual amount received (after blockchain fees are deducted)
- Record this amount for the form
Important: Fill in the actual amount received, not the amount sent. The amount must not exceed the platform acceptance amount shown in the block.
Step 5: Obtain the Correct Hash Value
You must use the short hash value, not the long one. Choose one of the following methods:
Method A: Obtain Short Hash via Tonscan
- Copy your long hash value
- Paste it into https://tonscan.org/
- Click on the recipient address (Gate address)
- Scroll down to the bottom of the page
- Copy the short hash value
Method B: Obtain "In Message" Hash Value
- On the Tonviewer page, hover over the record of your deposit to Gate
- The corresponding tree diagram below will be highlighted
- Click the branch point where "Address" shows "Gate"
- In the upper right corner of the transaction information area, click "toncoin.org"
- On the displayed toncoin.org page, copy the value after "in message"
Step 6: Fill in the Memo/Tag Field (If Applicable)
- If you previously filled in an incorrect Memo/Tag, enter the correct value in the "Memo/Tag" field
- If this does not apply to your situation, leave this field blank
Step 7: Prepare Additional Materials for Large Amount Refunds (>100 USDT)
If your refund amount exceeds 100 USDT, provide a complete screen recording that includes:
- Start recording from logging into your withdrawal platform account
- Record the complete account login process
- Record the withdrawal order list
- Record the order details page showing all key information
- Ensure the recording includes:
- Clear and identifiable visuals
- Complete and uninterrupted operation process
- Verification elements such as timestamps
Step 8: Submit the Form
Review all entered information for accuracy and submit the recovery request form.
Notes
- Always use the short hash value when filling out the form for TON chain deposits, not the long hash value.
- The withdrawal address (From address) and deposit address (To address) must be obtained directly from the TON blockchain explorer to ensure accuracy.
- The deposit amount must reflect the actual received amount after blockchain fees, not the originally sent amount.
- For refunds exceeding 100 USDT, failure to provide complete screen recording materials may result in delays or rejection of your request.
- Processing times for recovery requests may vary depending on the complexity of the case and the completeness of submitted materials.
FAQ
Q1: What is the difference between the long hash and short hash for TON chain?
A: TON chain transactions generate both a long hash (the initial transaction hash) and a short hash (a simplified identifier). For the recovery request form, you must use the short hash value, which can be obtained through tonscan.org or as the "in message" value on toncoin.org.
Q2: Why is my deposit amount different from what I sent?
A: Blockchain transactions incur network fees that are automatically deducted from the sent amount. Always fill in the actual amount received (shown in the "Value Flow" on TON Viewer), not the amount you originally sent.
Q3: What happens if I don't provide screen recording materials for amounts over 100 USDT?
A: For security and verification purposes, screen recording materials are mandatory for refund requests exceeding 100 USDT. Without these materials, your request may be delayed or unable to be processed.
Q4: Can I use a different address for receiving the refund instead of the original withdrawal address?
A: No, for security reasons, funds can only be returned to the original sending address (the "From" address in the blockchain record). This policy protects against unauthorized refund requests.
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details.
Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor.
For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
