Sent crypto on the wrong network
Recovery is sometimes possible and sometimes not, and which one you are in is decided by the blockchain rather than by us. A transfer to a network nobody involved supports is frequently an irreversible loss on chain, and no exchange can undo it. Where recovery is technically feasible, our terms give a return within seven business days of the decision, and where it is not, support tells you so within 24 hours rather than leaving you waiting on a maybe.
Why the same ticker is not the same asset
A stablecoin exists as a separate token on every network it lives on. They share a name and a price and nothing else: a balance on one chain cannot be moved to another by sending it to an address that happens to look valid. Address formats make this worse, because several networks accept the same shape, so the transfer succeeds and only the destination is wrong.
The two cases, and how they differ
If the funds landed on a network and an address that can still be reached, recovery is a question of work rather than of possibility. If they landed somewhere nobody holds the key to, or on a chain that was never supported, the blockchain has already settled the matter. Our terms say this in the same words, before you send rather than after.
- Recoverable in principle: the asset exists on a supported network and the receiving address is one we can act on.
- Not recoverable: an unsupported chain, or a contract address that cannot return what it receives.
- Undecided until checked: everything else. The transaction hash is what decides it.
Do this before anything else
Stop sending. A second transfer to the same wrong place doubles the problem and changes nothing about the first. Then find the transaction hash, because every question anyone can answer about your funds starts there.
What to gather before writing
- The transaction hash of your deposit, copied from your wallet or from a block explorer.
- The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
- The network you intended to use and the network you actually used, named separately.
- The address you sent from, and a wallet you still control to receive a return.
- The order id, from the address bar of your order page.
What to do now
- Write to support with the evidence above. A person answers within 24 hours.
- Open your order page. It is the single place the status is true, and it updates itself.
- None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.