At Coinmerce, we aim to make your crypto experience as safe and seamless as possible, but mistakes can happen. Sometimes, you might accidentally deposit crypto using the wrong network, forget to use the memo/tag, or deposit an unsupported asset. Unfortunately, we can't always promise that we can recover the funds.
What can go wrong?
Wrong network: If you deposit crypto using a network that we don’t support, the transaction may be lost.
Forgotten memo/Tag: Some networks, like XRP or XLM, require a memo or tag for your transaction to be processed correctly. If you forget this memo/tag, your funds might be lost.
Unsupported asset: If you deposit a cryptocurrency that we do not support, it cannot be credited to your account.
Why do we charge recovery fees?
Recovering an incorrect transaction is a manual and very time-intensive process, requiring significant effort from our technical teams. Therefore, we charge a recovery fee of €50. Please note that we only consider recovery attempts if the value of the lost funds is at least €250.
How to avoid mistakes?
Always double-check that you’ve selected the correct network before making a deposit.
Ensure you’ve added the memo/tag if required.
Be extra careful when executing transactions, and verify all the required details.