Issue description
Transactions sent to or from an exchange account sometimes fail with an "Unsupported asset" error if Fireblocks cannot verify that the exchange supports the asset. The API returns a primary status of FAILED with a sub-status of UNSUPPORTED_ASSET and displays a Value too high error message in the active transfer panel.
Asset listing on Fireblocks and integrated exchanges
Fireblocks regularly adds support for new blockchain networks and assets. Integrated exchanges also update their blockchain and asset support on their own schedules. Fireblocks maintains a verified asset list to confirm that each asset operates consistently across both platforms, including confirming that the same contract address is used for each token on EVM-compatible blockchains.
Unverified assets
If you submit a transaction with an asset that Fireblocks has not yet verified on the target exchange, and the transaction amount is relatively high, Fireblocks fails the transaction to protect against potential loss of funds.
Mismatched asset names
Exchanges sometimes list assets under different names than Fireblocks uses. Fireblocks maintains alternate name mappings for integrated exchanges, but if an exchange's name for an asset has not been mapped yet, Fireblocks fails the transaction.
Resolution
The resolution depends on whether the asset is unverified, unmapped, or unsupported through a Network Link connection.
Unverified assets
Asset Learning
The Asset Learning feature resolves unverified asset errors by allowing the system to learn new assets through a low-value test deposit. Once Fireblocks detects a successful deposit of a given asset from any vault account to a specific exchange, we automatically create a rule that allows higher-value transactions for that asset on that exchange.
Asset Learning works in two phases:
- Phase one: Deposit up to $500 of the asset from a vault account to the target exchange. This cap limits potential loss of funds while verifying that the asset transfers correctly.
- Phase two: When the deposit confirms successfully, Fireblocks allows transactions of any amount for that asset on that exchange.
Notes
- After any customer completes a phase-one deposit for a previously unverified asset on a specific exchange, all other customers can transfer that asset to the same exchange without restrictions.
- Asset Learning does not support:
- The Bitstamp exchange and its associated assets.
- The Hedera, Kusama, and Polkadot networks.
Unmapped assets
If the asset name is not mapped between Fireblocks and the exchange, submit a support ticket with the following information:
- The failed transaction ID (the transaction must be worth less than $500)
- The exchange name
Network Link connection
Some integrated exchanges use a Fireblocks P2P Network Link connection, which means Fireblocks retrieves supported assets directly from a dedicated endpoint on the exchange's side. If you receive an unsupported asset error for Bybit, Bitget, Bullish, Gate, Bit, or Coinhako, the exchange has not yet added support for Fireblocks transfers of that asset through Network Link.
To resolve this, reach out to your Fireblocks Customer Success manager or contact the exchange directly to request support for the assets you need.