We do not hold the private keys to deposit addresses, so recovery depends on our liquidity partner. Many such mistakes can be fixed manually, but some cannot be recovered at all.
- Contact support with your Exchange ID, the transaction hash and the network you actually used.
- If recovery is possible, it usually takes 14–30 business days.
- In some cases, a recovery fee of up to $50 (in the equivalent of the coin) plus network fees is deducted from the recovered amount.
If a recovery fee applies and the amount sent is smaller than the fee, recovery may not be possible.