If you sent an unsupported token or a token via an unsupported network to your Coins.ph wallet, you may reach out to our team with the details of your transaction, including the transaction hash or a URL link of the transaction, and we will conduct an internal investigation to verify if the asset you have sent is recoverable.
Kindly note that this is only an additional support that we offer and recovery attempts will be at our sole discretion. We cannot guarantee a successful recovery for cases like this.
Blockchain transactions are irreversible and unsupported tokens or tokens sent via an unsupported network to your Coins.ph wallet are generally deemed unrecoverable.
We highly advise our customers to practice due diligence and to double check the necessary details before initiating blockchain transfers. Added to this, it is also advisable to do test transfers first with small amounts to ensure that your main transfers do not encounter any problems.
Note that recoveries for cross-chain deposits and unsupported tokens are highly risky and time-consuming, and without guarantee that all deposits can be successfully recovered. The type of token mistakenly sent and the type of receiving address can influence the complexity, time and security risk involved. The time taken for recovery will be at our full discretion and any transfer fees would be charged to the recovered value.
Because of the high risk and complexity involved in recovery operations, you will be charged a recovery fee if recovery is successful.
If you’ve reached out to us for further assistance regarding this matter, you can expect a response from our team within 24 hours.