Refunds

This article will be helpful if:

- you sent coins/tokens to Freewallet address and they didn’t reflect in your account;

- a transaction failed but the funds haven’t been rolled back;

- you sent funds to old Freewallet address that is no longer supported;

- you exchanged coins but they were not transferred to the receiving service;

- you sent funds to a cross-chain address (for example, USDT to BTC, LTC to BTC, BCH to BTC, EOS to ETH) without making a smart exchange but, instead, sending through a normal exchange. For more info, see here)

Retrieving a transaction and crediting it to your balance is a rather complex process.

We can refund a transaction in these cases:

- you sent coins/tokens to Freewallet address and they didn’t reflect in your account; THIS DOESN’T INCLUDE UNSUPPORTED TOKENS. A list of supported tokens can be viewed here.

- a transaction failed but the funds haven’t been rolled back;

- you sent funds to old Freewallet address that is no longer supported;

- you forgot to add a payment ID, memo, message;

Please note that the refund is a paid solution in Freewallet. It makes 10% of the transaction amount but not more than 30 USD.

The ETA for this operation is 60 days; the fee shall be deducted from the recovered amount as of the date when the actual refund is completed.

When we cannot process a refund:

- you exchanged or transferred coins but they were not transferred to the receiving service;

Once the transaction has gone through (ie received a transaction hash), the funds have been transferred from our wallet. Please contact the support team of the receiving service.

- a cross-chain transaction.

We can’t retrieve a transaction sent cross-chain. Please be careful when transferring the funds. If you have any doubts and would rather double check, feel free to drop us a line.

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