For deposits with incorrect or missing memos on currencies such as XLM, XRP, or any others that rely on a message/memo/tag for crediting deposits:
We will ONLY attempt to recover deposits that exceed US$50 at the time of recovery and will charge an equivalent of US$50 for this recovery. Recovering these deposits requires analysis of proof-of-ownership, transfer of assets from various wallets, and it is a time-consuming process.
If you submit a request to Customer Happiness, we may be able to help you recover your deposit.
Please provide the following information so we may verify the transaction:
- Copy and paste the Transaction ID ( We can not accept the transaction ID as an image, we must be able to copy and paste the hash.)
- The correct Memo ID/Tag for your Stronghold wallet
-A photo of the withdrawal record from the source wallet or exchange. Please make sure this photo includes withdrawal records like transaction ID or hash, amount and date. Please show the url bar or enough of the page that we can see the exchange/wallet name or logo.
As we will manually approve this transfer, response times may vary. The delay in crediting your deposit as a result of this error may cause you inconvenience. Please be careful to include the memo when making future deposits.
A fee may be applied for recovering the XLM. See Stronghold's Asset Recovery Policy for more information.
To learn more about Memo IDs, please read, “Does My Transaction Require A Memo ID?”