Unfortunately, we’re not able to help or refund you if you’ve sent your cryptocurrency to the wrong wallet address, as we don’t have any control over your wallets or any address you send your cryptocurrency to.
If you've accidentally sent the funds to MoonPay's wallet address (the address you originally received your cryptocurrency from), please contact our Customer Operations Team and confirm the following:
- transaction hash of the deposit to our address
- refund wallet address (it has to be an address you've used with MoonPay in the past)
Please note that our wallet provider is charging us 0.002 BTC to retrieve funds sent to the wrong wallet address so we'll deduct the equivalent of 0.002 BTC from the retrieved funds. If you're happy to proceed, we'll initiate the retrieval process with our wallet provider. Please be informed that it can take a minimum of 2 weeks to process your request.