OKX Shows "Contract Not Supported" When Depositing a Token with the Same Name

The root cause for "contract not supported" when depositing a token with the same name is that the contract address of the token you deposited does not match the contract address of the token with the same name officially listed on OKX. Same name, different token – the platform only recognizes the contract address, not the token name.

One token name (such as USDT or SHIB) can have different contract addresses across multiple chains, and counterfeit tokens may also exist. OKX only supports tokens with specific contract addresses. The "same-name token" you deposited is not on the supported list, so it cannot be credited.

Prerequisites

1. You have the transaction hash (TxID) for this transaction, used to query on-chain information.
2. You know which network you deposited on (e.g., ERC20, TRC20, BEP20).
3. You can still access the OKX App or website to perform operations.

Step 1: Verify the supported contract address on the OKX deposit page

Open the OKX App or website, go to [Assets] → [Deposit], select the token and network you originally intended to deposit, then find the "Token Contract" information.

App (v6.169.0 and above): After selecting the token and network, directly view [Token Contract]. Website: Click [Deposit] → select token and network → [Token Contract] → [View Details].

Completion criteria: Obtain the contract address officially supported by OKX (a string starting with 0x).

Step 2: Look up the token contract you actually deposited using a block explorer

Copy your TxID and paste it into the corresponding network's block explorer (etherscan.io for Ethereum, tronscan.org for TRON, bscscan.com for BSC).

On the transaction details page, find the token contract address corresponding to the "To" address (receiving address). This is the contract address of the token you actually deposited.

Completion criteria: Obtain the contract address of the token you actually deposited.

Step 3: Compare whether the two contract addresses match

Compare the official OKX contract address from Step 1 with the on-chain contract address from Step 2 character by character.

Case A: The two addresses are exactly the same

• This means there is no problem with the contract address, which is beyond the scope of this article. Please follow the routine process for "confirmed on-chain but deposit record is empty."

Case B: The two addresses are different (case or characters differ)

• This means you deposited a token that is not supported by OKX. The name is the same, but the contract is different – similar to same name but different person; the platform cannot recognize or credit it.

Completion criteria: Confirm that the two contract addresses do not match, and the problem has been identified.

Step 4: Contact OKX customer support to request a refund

If you confirm that an unsupported token was deposited, you need to request a refund through customer support channels.

App:

1. Go to [My] → [Support Center], enter "live agent" to transfer.
2. Provide: UID, TxID, deposited token, deposit network, deposit amount, deposit time.
3. Explain: "I deposited a token not supported by the platform and request a reimbursement process."

Email:

• Send to This email address is being protected from spambots. You need JavaScript enabled to view it., title marked "Unsupported token deposit + UID", and attach a screenshot of the transaction on the block explorer.

Completion criteria: Customer support confirms acceptance and informs you of the processing method and estimated time.

Common Cause of Failure

Mistaking the "contract address" for the "deposit address" and transferring to it

The "contract address" displayed on the deposit page is an identifier to recognize the token type, like an ID number, not the "deposit address" that receives the asset. If you transfer tokens to the contract address, the assets cannot be recovered.

Risk Notice

• Refund is not guaranteed: The platform will attempt to assist, but does not promise 100% return. Some tokens may be inoperable due to contract limitations.
• Processing time may be long: Such issues usually require manual intervention, and the processing cycle can last several weeks. Please be patient and follow up on the ticket regularly.
• Always verify the contract before depositing again: On the OKX deposit page, confirm that you can select the corresponding token and network. If it cannot be selected when depositing, it means the token is not supported; stop the operation.

How to Confirm Completion

After submitting a ticket, check the ticket status in [Support Center]. When customer support replies "processed" or "returned," check whether the balance in [Assets] → [Funding Account] has been updated.

If there is no progress for more than 7 business days after ticket submission, follow up again through the Support Center, provide the ticket number, and urge processing.