It can be a common worry: you've made a cryptocurrency deposit, but realize too late that the token isn't supported by our wallet, or you've used a blockchain network that we do not officially integrate with. Don't panic! While our primary goal is to provide a smooth experience on supported networks, we understand that mistakes happen in the complex world of cryptocurrency.

Whenever possible and the effort is reasonable, we will try to assist you with recovering these funds as a gesture of goodwill.

How We Can Help (Our Recovery Process)

If you find yourself in this situation, please contact our support team with your transaction details. If recovery is possible, here's what typically happens:

1. Manual Process: Recovering tokens from unsupported networks or converting them is a manual process performed by our team. This means it requires human intervention and time.
2. Third-Party Providers: We rely on third-party services (bridges or decentralized exchanges) to convert or bridge your tokens to a network and token we support.
3. Gas Fees Required: You will be required to deposit a small amount of the native network token (e.g., ETH for Ethereum/Base, BNB for BSC/opBNB, MATIC for Polygon, TRX for Tron) to cover the transaction (gas) fees on the respective network.
   • Why are gas fees needed? We do not officially support these unsupported tokens or networks, meaning we do not hold their native tokens to cover gas for your recovery transactions. The gas fee is a network cost required to move funds on the blockchain. While we do not charge any fees for our recovery service (it's our goodwill gesture), the third-party providers we use and the blockchain networks themselves do charge these gas fees.
4. Timeline: Since this is a manual process involving external services, it can take up to a few business days. We aim to complete recoveries within 1 business day, but sometimes it might take a bit longer.

When We Cannot Help Recover Funds

While we strive to assist our customers, there are specific situations where recovery is unfortunately not possible or feasible:

• Token Shows No Market Value ($0):
  If the token’s value is shown as $0 on public blockchain explorers (like Etherscan or Polygon Scan), it likely means the token has been delisted or holds no market liquidity. In such cases, recovery isn’t possible.
• Deprecated Tokens or No Available Bridge:
  If the token has been deprecated by its issuer or there’s no active bridge or provider that supports it, we’re unable to proceed with recovery.
• Token Value Too Low:
  We would always attempt to recover your token. However sometimes if the token’s value is too low, recovery may not be viable. That’s because bridging or converting such small amounts typically costs more in fees than the token’s actual worth.
• Non-EVM Compatible Blockchains:
  We can only recover assets sent on EVM-compatible blockchains. If your transaction was on a non-EVM chain, we’re unable to access it using our current tools.

We understand that mistakes happen, and the world of cryptocurrency and its many networks can be complex. We are here to assist you whenever possible, ensuring transparency and setting realistic expectations for recovery.