What happened
A Relay transaction starts from a quote in the Relay app, or in an app that uses Relay. Sometimes a user sends tokens directly to the depository contract address. Examples are a plain token transfer from a wallet, or a withdrawal from an exchange.
A direct transfer does not have a Relay order. Relay cannot process it as a bridge or a swap. It does not show in your transaction history.
How to get your funds back
The only way to get these funds back is the withdrawal page: relay.link/withdraw
Follow the steps in this guide: How to withdraw funds
To use the withdrawal page:
Connect the wallet that sent the funds.
That wallet must be able to sign.
If you cannot use the withdrawal page
Some wallets cannot connect or sign, for example when an exchange sent the funds for you. If you cannot use the withdrawal page, the Relay support team cannot help you recover the funds.
How to prevent this
Always start a transfer from the Relay app or from an app that uses Relay.
Do not send tokens directly to a depository contract address.
Do not withdraw from an exchange directly to a depository contract address.