Please contact our support team to find out if it’s possible to refund your funds and if there’s an ETA.
If you’ve sent altcoins to the SegWit wallet
If you’ve sent any altcoins to Changelly’s BTC wallet starting with “3,” we are unlikely to retrieve them. For instance, the Bitcoin Cash chain is incompatible with the SegWit chain of Bitcoin. BCH utilizes P2SH addresses, whereas SegWit addresses comprise the P2SH-P2WPKH structure. Officially, there is no way to withdraw BCH from SegWit wallet addresses.
If you’ve sent crypto via the BSC or MATIC network to our ERC-20 address
If you send crypto via the BSC network to our ERC-20 address, it will be extremely hard (if at all possible) to refund or exchange your coins. In fact, your money is lost until we implement the BSC version of the currency you sent us. However, even if the currency is implemented, there’s no ETA for such refunds, for the funds should first be recovered from an incorrect address and deposited to our account on an exchange. This retrieval operation is handled by our exchange partner and no ETA is usually provided. After the funds are deposited properly, we’ll proceed to the manual refund from an exchange market. Such refunds may also take a while, since they require several approvals from various departments and upper management.
All other cases, when the funds are sent via another network Changelly works with or doesn’t work with
Please inform us of such cases. We’ll save the case in our database in case there’s a chance to retrieve the funds in the future. Even if the network is implemented on our end, the retrieval mechanism may not be implemented yet. Thus, such cases are considered temporarily non-refundable. If Changelly doesn’t support the network you sent your funds with, there’s a high chance the funds won’t ever be recovered.
Please pay close attention to the network and currency protocol displayed on our platform, when you create a transaction. The protocol of the currency is displayed near its ticker in the drop-down menu when you choose a currency. Make sure the currency you’re sending to us is operated on the same network as you see on Changelly.