A payment sent with a different coin or network than the payment screen shows is not matched to your order and may not be recoverable. Contact support with the transaction hash (TXID).
A payment sent with a different coin, or on a different network, than the payment screen shows does not arrive as a payment for your order. It may not be recoverable. Contact support with the transaction details and we review it.
01What it means for your order
- The order is not marked paid, and nothing is delivered.
- The transfer cannot be reversed. Blockchain transactions are final once confirmed.
- Important: the payment screen warns that other coins or networks cannot be recovered. Under our Terms you are responsible for the correct wallet address, network and amount. We check every case, but we cannot promise that the funds can be returned.
02What to do right away
- 1Do not send anything else to that address.
- 2Find the transfer in your wallet or exchange and copy its transaction hash (TXID).
- 3Note the coin and network the payment screen asked for, and the coin and network you used.
- 4Contact support with these details.
- 5If you still want the product, place a new order and pay it with the coin and network shown.
03If you left out the memo or tag
Some coins need a memo or tag. When one is needed, the payment screen shows Memo / Tag. A payment sent without it cannot be matched to your order automatically. Contact support with the TXID and your order number, and do not send the payment again.
The same can happen with a TON payment typed in by hand instead of approving the request your wallet shows.
04If you sent it to an address that is not ours
If the address was mistyped or belongs to someone else, we cannot see or return the funds. Ask the wallet or exchange you sent from whether they can help.
05Avoid it next time
- Compare the network in your wallet with the Network on the payment screen before you send. Many coins exist on several networks with similar names.
- Copy the address with the Copy button or scan the QR code. Do not type it.
- If you keep your crypto on an exchange, that exchange's pay option at checkout avoids copying an address.
06When to contact support
Contact us as soon as you notice the mistake. Use the support widget on the site or email [email protected]. Send:
- Your order number and the email used for the order.
- The coin and network the payment screen asked for.
- The coin and network you used.
- The TXID, the amount and the time.
Support reviews the case under the Terms and the Refund Policy and tells you what is possible.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.