Receiving and sending troubleshooting


Here are the answers to some common questions we find that people have. If these don't give you what you need, just get in touch.

How do I recover crypto sent to the wrong address?

As with all exchanges, if you have accidentally sent crypto to the wrong address, your coins are most likely lost. It's worth getting in touch with us to discuss if you have done this.

Therefore, it's absolutely vital that you make sure that the destination address contains no typos or mistakes before initiating any transaction.

Why has my deposit address changed?

Sometimes the address may be changed automatically after a software update.

However, the old address remains active within a certain time-frame to make sure that all pending transactions are successfully executed.

We recommend that you regularly check your current address on your account page and begin using your new address once you notice it has changed because the old address will eventually be deactivated.

Why can’t I withdraw from my account?

For security reasons, when you change certain settings on your account, it automatically freezes withdrawals for a few days, depending on the setting that you have changed.

The key changes that cause frozen withdrawals are:

  1. Resetting your password (72 hours)
  2. Modifying a whitelist (48 hours)

If you have not changed any of these settings above, please contact support and we'll help figure out what has happened.


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