Why was my crypto deposit rejected?
Summary
In this article, you’ll learn what it means when your crypto deposit is rejected, why this might happen, and what you should do next. It also explains where your funds will be refunded and how to follow up if your crypto came from another platform or exchange.
When you deposit crypto from another exchange or service to your Bitvavo account, the transaction must meet certain regulatory checks. These checks are carried out by our trusted third-party service provider, Notabene. Sometimes, a deposit may be rejected during this process.
If your deposit is rejected, we are required to return the funds. However, we can only refund the crypto to the same wallet address it came from.
What to do if your deposit was rejected
- Check the wallet address that was used to send the funds.
- Contact us via the chatbot and ask to speak with an employee to confirm that we can safely return the crypto to the original sender address.
- If the crypto was sent from another exchange or service, you may need to contact them after the funds have been returned.
- Provide them with the transaction hash of the return transfer. You can find this in your transaction history in the Bitvavo app or website.
FAQ
Why can’t Bitvavo tell me why my deposit was rejected?
The transaction checks are handled by Notabene, a third-party provider. They do not share specific details about the rejection with Bitvavo. This is why we are not always able to provide you with the exact reason.
Can I choose a different wallet for the refund?
No, refunds can only be sent back to the exact wallet address the funds came from. This is due to compliance and security requirements.
How do I find the transaction hash of the return transfer?
Go to your transaction history in your Bitvavo account. There, you will find the outgoing transaction along with its transaction hash. You can copy and share this hash with the original sending platform if needed.
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