From July 2018, Freewallet is going to launch paid refunds. It means that if your funds get stuck on the blockchain and if it is technically possible, we can provide a refund.
The refunds are currently done for free, but they are very time-consuming. We receive several hundred refund requests every month, which creates additional workload for our technical team, so some of the requests take longer than 3 months to be processed. To process them faster, we have decided to assign more people to work on refund requests.
Why can coins get stuck on the blockchain?
Here are the reasons why your coins can get stuck.
It usually happens for one reason: wrong address usage. For example, when you try to send Bitcoin to your Bitcoin Cash address directly, your BTC will get stuck.
Your funds can also get stuck when you are sent the ERC-20 tokens that Freewallet doesn’t support. Before receiving any payments, please revise the list of the tokens that are currently supported at Freewallet.org. If this is what has happened to your funds, we will help you return them.
How to submit a request
So, if by bad luck your assets got stuck on the blockchain, you need to submit a support request for a refund.
So that we best know how we can help you with your case, please include in your request the following information:
- Your Freewallet user ID.
- The date of the transaction.
- Transaction hash.
- The type of your transaction: an exchange, a swap between two wallets etc.
- The currencies involved in the transaction. For example, if you tried to send Litecoin to your Bitcoin address, the coins involved will be Litecoin and Bitcoin.
- Any other transaction details that you consider important.
After that, we will start to investigate what happened to your funds. Furthermore, we will establish whether it is technically possible to retrieve your assets and if you are eligible for a refund. In any case, we will keep you up to date with the process.
SLAs: refund fee and ETA
(Updated on January 2019)
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 of the refund is 60 days.
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