Help centre · Giving
Sending to the wrong network
If you send an on-chain deposit on the wrong network, the money cannot be recovered. Not by you, not by us, not by any support team anywhere. This is the single most expensive mistake available in this product, so it gets its own page rather than a line of small print.
Only relevant if you are depositing on-chain. Card and bank transfer gifts cannot go wrong this way — if that is how you give, you can stop reading.
Why it is unrecoverable
A capsule address exists on one specific network. Money sent on a different network arrives at an address that looks identical but is somewhere else entirely — a place nobody holds the keys to. There is no reversal, no clawback and no administrator, which is the same property that makes a capsule impossible for us to raid. The protection and the hazard are the same mechanism.
How to get it right
- Copy the address from the capsule screen every time. Never from an old message, a screenshot, or a note in your phone.
- Check the network name shown above the address matches the network you are sending from, exactly.
- Check the asset matches. A capsule accepts one asset; anything else sent to it is lost the same way.
- Send a small test amount first. Wait for it to appear. Then send the rest.
- If your exchange offers several networks for the same asset, choose deliberately rather than accepting the default.
If it has already happened
Tell us anyway. We cannot recover it, and we will not pretend otherwise — but the transaction is public, and we can usually tell you exactly where it went and confirm whether anything can be done. In the rare cases where the receiving network is one whose operator can act, knowing quickly matters.
What we will never do is take a fee to “attempt recovery”. If anyone contacts you offering that, it is a scam, and it is a common one immediately after a mistake like this.
Why we do not just prevent it
We prevent everything we can: the deposit screen names the network in full, refuses to shorten the address, and warns before showing it. But once money leaves your wallet on another network, it never touches anything of ours. There is no point in the process where we could intercept it.
If none of this appeals, use a card or a bank transfer. Both are free of this failure mode entirely, and a bank transfer costs the giver nothing.
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