What happened
Relay can process a deposit only when the deposit is linked to a Relay order. When you get a quote in the Relay app, or in an app that uses Relay, the deposit includes an order ID.
A token transfer to the depository contract address does not include an order ID. It does not create a Relay order, even when the address is correct. Examples are a plain token transfer from a wallet, or a withdrawal from an exchange to that address.
Relay cannot process these funds as a bridge or a swap. They do 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
Not every deposit is eligible. To use the withdrawal page:
You must connect the wallet that sent the tokens to the depository contract.
That wallet must be able to sign a message.
In some cases, the funds become available only after 7 days.
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 a quote in the Relay app, or in 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.