The ability to recover funds sent incorrectly in a crypto transaction depends on several factors.
Below is a simplified guide to help you understand when recovery may be possible, and when it may not be:
| Scenario | Can Funds be Recovered? | Explanation |
| Funds sent in a cryptocurrency we don't support | No | We can't recover coins of a type that we don't support, regardless of the network they were sent on. |
| Funds sent in a cryptocurrency we do support, but on a network we don't support. | No | Even if we support the coin, if it's sent on a network we don't support, we can't recover the funds. Exceptions apply. |
| Funds sent in a cryptocurrency we support to a wrong network we also support. | Yes, but with a significant delay | If we support both the coin and the network it was mistakenly sent to, we have the technical capacity to recover the funds. However, this can be a lengthy process and may take a considerable amount of time. |
| Funds sent in a cryptocurrency we support, on a network we also support, but to the wrong address that is owned by us. | Yes | In this case, we have the ability to recover the funds as long as the address the funds were sent belongs to us. e.g sent to an old payin address. |
| Funds sent to an address not belonging to us. | No | If the funds were sent to an address that doesn't belong to us, we can't recover them. |
| Funds withdrawn to an incorrect wallet address. | No | Once a withdrawal is made to an incorrect wallet address, we have no control over those funds and can't recover or reverse the payment. |
| XRP sent to a wallet address belonging to us but to an incorrect or no destination tag. | Usually, yes | In best-case scenarios, such as with XRP sent without or with the wrong destination tag, our team can usually recover the funds. |
| Funds sent in a cryptocurrency we support on the same address but different EVM-compatible networks (Ethereum, BSC, Polygon) | Yes, automatically | We now automatically process cross-chain deposits between Ethereum, BSC, and Polygon networks. |
As always, it’s important to double-check all transaction details before sending. Please note that for non-automated recovery scenarios, we do not provide an SLA for retrieving funds sent incorrectly, due to the complexity and time-intensive nature of the process.
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