What happens if I send the wrong crypto amount?

What to do, step by step

1. 1Don't send anything else to the same address yet (the one exception is topping up a part payment, below).
2. 2Find your transaction hash (TXID) in your wallet or exchange's withdrawal history, plus the coin, network, amount and time.
3. 3Look at the payment screen or order page. It tells you which case you're in: Partly paid · send the rest, Payment detected · confirming, Payment window expired, or an order marked Failed.
4. 4If it says Partly paid and the countdown is still running, send the remainder (below), then select I've sent the rest.
5. 5In every other case, contact support through the support widget on the site or at [email protected], with your order number, the order email, the TXID, the coin and network you used, and the amount.
6. 6If support will credit your Mate Wallet and you ordered as a guest, create an account or sign in first, and tell support which account to use.
7. 7Don't place and pay a second order for the same items before you hear back, unless you want both.

Each case explained

You sent less than the amount due

Often an exchange took its withdrawal fee out of the amount. The payment screen shows Partly paid · send the rest and nothing is delivered yet.

While the window is open, subtract what arrived from the amount under Send exactly, and send the difference to the same address on the same network. Add your exchange's fee on top so the full remainder arrives, then select I've sent the rest. Once the full amount is confirmed, the order continues as normal.

If you can't send the rest (some exchanges won't withdraw very small amounts) or the window has closed, contact support. The amount you sent is credited to your Mate Wallet, and you can spend that balance on a new order. A Mate Wallet needs a KryptoMate account.

You sent too much, or paid twice

An extra payment isn't sent back automatically, so tell us. Contact support with the TXID or exchange record of every payment and say what you'd like, for example to keep one order and have the other payment reviewed. Each case is reviewed under the Refund Policy, which lists a duplicate charge from a processing error as a ground for refund; a delivered product can't be cancelled. Approved refunds go to the original payment method, or to your Mate Wallet if you have an account. Crypto refunds are calculated on the US dollar value at the time of the original purchase, and network fees may be deducted.

You paid after the window closed

You have 30 minutes to pay (15 minutes with TON Connect and Tonkeeper). If your payment was already detected when the window closed, the order isn't cancelled while the network confirms it. A payment that arrives after the order was closed doesn't reopen it, and you won't get an automatic message. Contact support: the payment is credited to your Mate Wallet so you can use it for a new order.

You sent the wrong coin or used the wrong network

The payment screen warns that other coins or networks can't be recovered. A transfer on a different coin or network doesn't count as payment for your order, and blockchain transactions can't be reversed. Under our Terms, the address, network and amount are your responsibility. Contact support with the TXID and both the coin and network asked for and the ones you used. We review every case, but recovery isn't promised.

If you sent to an address that isn't the one on your payment screen, for example a mistyped one, we can't see or return those funds. Ask the wallet or exchange you sent from whether they can help.

You left out the memo or tag

Some coins need a memo or tag, and the payment screen shows Memo / Tag when they do. Without it, a payment can't be matched to your order automatically. Don't send it again; contact support with the TXID and your order number.

How to avoid it next time

• Use the Copy buttons for the address and the amount.
• Check your exchange's withdrawal fee first. If it's taken from the amount, raise the amount so at least the exact amount arrives.
• Compare the network in your wallet with the Network on the payment screen. Many coins exist on several networks with similar names; see USDT networks compared.
• If your coins are on an exchange, its pay option at checkout (for example Binance Pay) avoids copying an address or choosing a network.
• After sending, wait. Payment detected · confirming usually takes 10–30 minutes and doesn't need a second payment.

Frequently asked questions