Review the information below regarding asset/coin/token recovery after an incorrect deposit.
If you have a recovery request that falls within the stated parameters, please submit a support request including
- your order ID
- the TXID of the incorrect deposit
- your BitcoinVN account email or account ID (visible in the top-right dropdown when logged in). Recovered funds are credited to your BitcoinVN account — if you placed your order as a guest, you will need to create a BitcoinVN account first.
Incorrect deposit (definition)
Failing to correctly make a deposit by
- Sending the wrong asset to the deposit address or
- Sending the correct asset to the deposit address on the wrong blockchain or
- Sending the wrong asset to the deposit address on the wrong blockchain or
- Sending the correct asset to the wrong deposit address, given that it's a deposit address owned by BitcoinVN or
- Sending more than one payment to the deposit address or
- Sending an amount below the stated minimum amount or
- Sending payments to an expired order's deposit address or
- Sending a payment with an incorrect or missing destination tag, memo, or payment ID
No guarantee
In any case, we will not promise to attempt recovery or be able to recover the funds. All incorrectly deposited funds shall be considered lost until successful recovery. In general we will not recover amounts smaller than 100 USD.
Processing time
Recovery requests are processed within 14 days of submission.
Recovery fees
For any successfully recovered assets, we will charge a recovery fee of 250 USD or 50% of the deposit, whichever is smaller, plus any network fees, both paid in the asset recovered. Recovery fees are charged only upon successful recovery — no fee is charged if recovery is unsuccessful.