Forgot the memo or tag on a transfer
On the networks that use them, a memo, tag or payment id is not a note attached to a transfer — it is the half of the address that says which account the funds belong to. A transfer without one arrives at the right address and belongs to nobody in particular, which is why it needs a person to resolve rather than a retry. Recovery is often possible and is never automatic, and the transaction hash is what makes it possible at all.
Which networks work this way
Several networks share one receiving address across many accounts and separate them by a memo or tag. Your order page names the memo when the direction you chose needs one, next to the address rather than below it, because the two are one instruction.
What to do, in order
Do not send a second transfer with the memo attached; it does not retroactively label the first one and leaves two transfers to resolve instead of one. Collect the hash and write, and say plainly that the memo was missing — it is the detail that routes the case correctly from the first message.
What to gather before writing
- The transaction hash of your deposit, copied from your wallet or from a block explorer.
- The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
- The memo or tag the order asked for, and confirmation that it was not included.
- The address you sent from, and a wallet you still control to receive a return.
- The order id, from the address bar of your order page.
What to do now
- Write to support with the evidence above. A person answers within 24 hours.
- Open your order page. It is the single place the status is true, and it updates itself.
- None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.