If the amount or network was wrong

Mistakes happen. Here is what to expect in each case, and the details we need to help.

Too little arrived

We cannot finish the request as sent. It is held while a person reviews it. Raise a ticket: you can send the missing part of the total, or we return what arrived minus network costs.

Too much arrived

Expect a message from us offering the surplus back, or credit towards another request, minus network costs.

The checkout reported a different amount

If you paid through the hosted checkout and the provider confirms a figure different from the total, the request moves to Amount under review. A person checks it and gets in touch. Do not pay again.

Wrong network, token or address

Money sent anywhere other than the details shown may not be recoverable. We will look in good faith, and if it reached an address we control and can be identified, we will tell you the options. We cannot promise a result.

What to put in your ticket

Open a ticket under A request or payment and include:

• the request reference (for example RV-7K3Q9P2M);
• the TXID or the checkout's payment ID;
• the amount, the coin and the network you used;
• a screenshot of the completed transfer, if you have one.

Please do not

• send a second payment to fix the first one before we have answered;
• reuse a TXID on a new request: each one can be attached once only.