Occasionally, transactions sent to or from an exchange account fail if Fireblocks is unable to verify whether an asset is supported on an exchange. The error displayed in the Fireblocks console is "Unsupported asset". The API displays the transaction's primary status as FAILED and the sub-status as UNSUPPORTED_ASSET and shows a Value too high error message in the active transfer panel.

The underlying issues are described below.

Asset listing on Fireblocks and integrated exchanges

Fireblocks frequently adds support for new blockchain networks and assets on those blockchains. Exchanges integrated with Fireblocks also update their blockchain and asset support regularly. Fireblocks maintains a list of assets that are verified to operate on each exchange consistently with Fireblocks. This includes confirming the same contract address is used for each token on EVM-compatible blockchains.

Unverified assets

If a user submits a transaction with an asset that Fireblocks has not verified the exchange's support for yet (and the transaction’s amount is relatively high), Fireblocks will fail the transaction.

Mismatched asset names

Occasionally, the exchange supports the asset using a different name. Fireblocks' list of verified assets includes alternate names for assets used by different integrated exchanges. If the exchange's name for an asset is not the same as listed on Fireblocks and the asset hasn’t been verified by Fireblocks' exchange service yet, Fireblocks will fail the transaction.

Resolution

Unverified assets

Asset learning

The Asset Learning feature provides a solution to unverified assets. This capability allows our system to automatically add a rule that would allow transactions worth $500 and above, once we identify a successfully completed transaction for a lesser amount with this asset between any Fireblocks vault account to a specific exchange.

The Asset Learning feature consists of two phases:

1. Phase one: First perform a low-value transaction of up to $500 of the asset to the desired exchange. This phase is designed to minimize possible loss of funds.
2. Phase two: Once the transaction is confirmed, our system allows transactions of any amount.

Notes: 

1. Once the first customer completes a phase-one transaction of a previously unsupported asset to a specific exchange, all other customers are then able to perform unlimited transactions with this asset to the same exchange.
2. The Asset Learning feature does not support:
   
   • The Kraken and Bitstamp exchanges and their associated assets.
   • The following specific networks:
     • Hedera
     • Polkadot
     • Kusama

Unmapped Assets

Asset mapping can be requested by submitting a support ticket with the relevant information:

1. Failed Transaction ID (worth <$500)
2. Exchange Name

Network Link connection

Some supported exchanges use a Fireblocks Network Link connection. That means we retrieve supported assets for our transfers directly from a dedicated endpoint on the exchange's side. If you get an unsupported asset error for Bybit, Bitget, Bullish, Gate, Bit or Coinhako exchanges, they have not yet added support for Fireblocks transfers of that asset via Network Link. In this case, reach out to your Fireblocks Customer Success manager, or alternatively the exchange directly, and request to add support for the assets you are interested in.