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 crypto exchange but, instead, sending through a normal exchange)
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 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.