Sent money via crypto by mistake? Here’s what you can do.
Because blockchain transactions are processed on a decentralized network, once a transfer is confirmed, it can’t be stopped or reversed, even if the funds were sent to an incorrect, or non-existing wallet. The only way to recover funds is to contact the recipient and ask them to return the amount.
To stay safe, always double-check the wallet address and network before confirming a transfer. If something looks suspicious, review our safety recommendations before you send any funds.
If you believe the crypto transfer was part of a scam or fraud, report it to law enforcement and contact us right away for further guidance.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.
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