This guide covers deposits made with the wrong asset, on the wrong network, without a required memo or destination tag, or as an additional payment to an existing order.
To help prevent these mistakes, see Networks, memos, destination tags, and Lightning payments.
Step 1 — Do not send more funds
If you have already made a mistaken deposit, stop. Sending additional funds will not help and may complicate recovery.
Step 2 — Gather the following details
- Your BitcoinVN order ID, found in the confirmation email or on the order page
- The transaction ID (TXID) of the deposit
- The asset and network you used
- A return address on the correct network
Step 3 — Contact support
Email [email protected] with the details above.
What to expect
Recovery is not guaranteed. Whether it is available depends on the asset, network, and state of the order. Review the Asset Recovery Policy for applicable conditions and fees.