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 an 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 investigating what happened to your funds. Furthermore, we will establish whether it is technically possible to retrieve your assets and whether you are eligible for a refund. In any case, we will keep you updated on the process.
SLAs: refund fee and ETA
(Updated: 11/22/24)
Please note that the refund is a paid solution in Freewallet. If funds are sent to a Freewallet deposit address that is no longer valid (i.e., no longer listed as an active deposit address within Freewallet), or if the required MEMO/Destination tag is omitted (where applicable), or if funds are received from a smart contract address, or if unsupported coins/tokens or delisted tokens are deposited to a Freewallet address, a refund request will only be considered for transactions with a minimum value of 300 USDT (or its equivalent in another cryptocurrency). In such cases, a refund fee of 300 USDT (or its equivalent in another cryptocurrency) will be applied.
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