How do I know if I used the correct network for my crypto deposit?

Summary
In this article, you'll learn what to do if you've made a deposit to Bitvavo that hasn't arrived. We explain how to check whether you used the correct network and crypto asset. You’ll also find out what to do if something went wrong—and whether it's possible to recover your crypto.

Sent the wrong asset or on the wrong network?

1. Make sure your balance is at least €50
   This fee is required to start the recovery process.
2. Submit a recovery request to Bitvavo Support
   Send an email to support@bitvavo.com or ask to speak to an employee in the chat including:
   • Name of the asset
   • Network used
   • Transaction hash (TXID)
   • Screenshot of the transaction from within your wallet environment (not from a block explorer)
   • Confirmation that you agree to the €50 recovery fee

   • Confirmation that we can return the funds to the originating address

Once we receive your request, we’ll check whether recovery is possible. If it is, the fee will be deducted and the process will begin. This usually takes up to three business days.

Why is the correct network important?

When sending crypto to your Bitvavo account, you must always use the correct combination of asset and network. Each asset on Bitvavo is only supported on one network. If you send an asset using the wrong network, your deposit won't be credited automatically and won't appear in your account.

How do I check if I used the correct network?

Step 1: Check the supported networks on Bitvavo

1. Log in to your Bitvavo account.
2. Go to the page of the asset you sent.
3. Click on "Deposit".
4. You will now see which network to use. Only deposits sent via these networks are automatically credited.

You can also look up the asset on the Networks page to see which network Bitvavo supports for the asset.

Step 2: Compare with the network you used

Check on the wallet or exchange which network was used to send the crypto. This is usually listed in the transaction details or in the transaction history. 

Can my deposit be recovered if it was sent via the wrong network?

If your deposit hasn’t arrived and you suspect the network doesn't match Bitvavo’s supported networks, it’s important to check whether the transaction is eligible for recovery. Recovery depends on the network and asset you used for your deposit. Below are the most common scenarios:

• Sent via an EVM-compatible network (e.g., BSC, Arbitrum, Optimism)? In many cases, we can recover the funds.
• Sent via a non-EVM network (e.g., Solana, Tron, XRP Ledger)? Unfortunately, recovery is not possible.
• Sent an unsupported asset?
  • If the asset is not listed on Bitvavo and was sent via an EVM-compatible network, we cannot credit it to your Bitvavo account, but we may be able to return it to the wallet address it was sent from.
  • If the asset is not listed on Bitvavo and was sent via a non-EVM network, recovery is not possible.

Step 1: Check if the network is EVM-compatible

To determine if the network is EVM-compatible:

• Visit www.chainlist.org. If the network appears here, it is most likely EVM-compatible.
• Search for your deposit address on Etherscan and select "Multichain Portfolio" to check for balances on other chains.

Important: If your deposit was sent via the Tron (TRX) or Solana (SOL) network, recovery is not possible.

Step 2: Ensure sufficient balance for the recovery fee

If your deposit is eligible for recovery, a fee of €50 per transaction applies.

• Make sure you have at least €50 in your Bitvavo account. You can deposit euros from your bank or sell crypto.
• If you agree to the recovery process, send an email to support and provide the required details (see below).

Step 3: Submit a recovery request

To request a recovery, send an email to  support@bitvavo.com or ask to speak to an employee in the chat iwith the following information:

• Name of the asset (e.g., ETH, USDT)
• Network used (e.g., BSC, Arbitrum, Optimism)
• Transaction hash (TXID)
• Screenshot of the transaction overview from the wallet you used to send the asset
• Indicate that you agree with the €50 recovery fee.

• Confirmation that we can return the funds to the originating address

After verification, we will deduct the €50 fee from your account and initiate the recovery. The funds will then be returned to the address they were initially sent from.

Important notes

• It can take up to three working days to complete the recovery.
• Recovery is only possible for assets sent via an EVM-based network.
• We cannot recover scam or counterfeit tokens.
• This procedure is subject to periodic reviews, and future recoveries cannot be guaranteed.

Frequently asked questions