Please make sure you’ve sent money to the wallet address generated by Changelly. If not, go to the “I accidentally sent my money to an unknown wallet” section.
If you entered a Changelly address from another transaction as a recipient for your current exchange, please contact Changelly support. If the Changelly address was originally provided for another currency, not the one which the address received, then the recovering process may take up to 20 business days. It works for cases when both currencies are operated on the same network. If the networks are different, then there’s no ETA or the funds are non-refundable. Please contact our support team to find out.
If the issue is that you sent your funds again to a previously used Changelly pay-in address and the currency is the same the address is associated with, please contact our support team as well. Such transactions can’t be processed automatically, since all Changelly pay-in addresses are non-reusable. Our support team will check what can be done with your deposit – it’s either manual processing at a new rate or a refund usually. The resolution ETA for such cases is 1-2 business days. For more information on addresses’ re-use, please refer to the “Re-used addresses” block in the “Refundable with ETA” section.
The good news is that, in most cases, we are able to recover your funds. Please keep in mind that you will be charged a market withdrawal fee since we’ll refund these coins from the market.