This article will be helpful if:
- you sent coins/tokens to the Freewallet address, and they didn’t reflect in your account;
- the transaction failed, but the funds haven’t been rolled back;
- you sent funds to an 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 with a minimum value of 300 USDT (or its equivalent in another cryptocurrency) in these cases:
- you sent coins/tokens to the Freewallet address, and they didn’t reflect in your account (i.e., unsupported coins/tokens or delisted tokens are deposited to a Freewallet address);
- you sent funds to an old Freewallet address that is no longer supported (i.e., no longer listed as an active deposit address within Freewallet);
- the transaction failed, but the funds haven’t been rolled back;
- you forgot to add a payment ID, memo, destination tag, or message.
(Updated: 11/22/24)
Please note that the refund is a paid solution in Freewallet. It makes 300 USDT (or its equivalent in another cryptocurrency).
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 (i.e., 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 funds.
If you have any doubts and would rather double-check, feel free to contact us.