Common scenarios this covers:
- Sent the wrong coin (e.g., sent BTC to a swap expecting ETH)
- Used the wrong network (e.g., sent USDT via BEP-20 to an ERC-20 address)
- Missed a required memo/tag (e.g., USDT on TON)
- Sent a second or duplicate deposit to the same swap address
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 before contacting us
To investigate your case we need:
- Your BitcoinVN order ID (format: BVXXXXXX — found in your confirmation email or on the order page)
- The transaction ID (TXID) of the deposit you want recovered
- The coin and network you sent (e.g., "USDT via BEP-20")
- A return address on the correct network — recovery cannot be processed without this
Step 3 — Contact support
Email [email protected] with the details above. The more complete your submission, the faster we can assess your case.
What to expect
Recovery is not guaranteed. Whether it is possible depends on the coin, the network, and the current state of your order. Please review our Asset Recovery Policy for details on fees and conditions.
Recovery, when possible, can take several business days.