For the following cases, you may reach out to our team with the details of your transaction - including the transaction hash or a URL link of the transaction, and we will conduct an internal investigation to verify if the asset you have sent is recoverable.
- You sent to the wrong destination tag addresses
- You sent an unsupported token to your wallet
- You sent a token via an unsupported network to your wallet
Important notes
- Kindly note that this is only an additional support that we offer, and recovery attempts will be at our sole discretion.
- All token recoveries are not guaranteed; unsupported deposits may be permanently lost.
- Recovery complexity, timelines, and security risks vary based on:
- the type of token sent
- the type of receiving address
- Because of the high risk and complexity involved in recovery operations, you will be charged a recovery fee if recovery is successful. More on the fees here.
Reminders
- Blockchain transactions are irreversible and unsupported tokens or tokens sent via an unsupported network to your Coins.xyz wallet are generally deemed unrecoverable.
- We are only able to support the tokens and networks listed here.
Best Practices
To avoid issues:
- Practice due diligence before initiating blockchain transfers.
- Double-check all details before sending.
- Perform test transfers with small amounts before main transfers.
How to request for a token recovery
Contact us through the following: