Customer states that they have not received funds?

If you have not yet received your funds or the funds you have sent have not landed in the recipient’s wallet you sent too you should check the receiving address on a block explorer relevant to that network if it is an external transactions. If the transaction on the block explorer shows at least one transaction on the blockchain, then the funds have definitely been received. You can share the block explorer URL link to prove the payment has been sent to the correct address. For an internal transaction, Vault Wallet users must ensure the Vault Wallet ID is correctly entered to avoid the loss of funds.

If the funds have still not arrived, we recommend you to check the entered address as it may have been entered incorrectly, we recommend double checking the address you are sending to or sharing as almost all cryptocurrency transactions are irreversible meaning there is no way to reverse the payment once it has been sent and may result in funds being lost forever. 
However an example of where a coin can be recovered is when Bitcoin Cash (BCH) is sent to a Bitcoin (BTC) address, however this can only be done from the receiver’s end. This also works for BTC transactions to a BCH wallet address, if the receiver you sent to doesn’t know how to recover the BTC or BCH then they will have to contact the customer support of their wallet for further instructions. 

I still need help with my Vault Wallet

  • If you're having any trouble with your Vault Wallet or require help for any reason you can simply E-Mail Vault Wallet's Customer Support Representatives at alternatively, you can visit Https:// and click on the Live Chat Button in the bottom right corner of the screen. 

When contacting our Customer Representatives please try and include the following; 

  • Your Vault Wallet ID & Registered Phone
  • Detailed description of the issue 
  • Any screenshot or Videos of the issue occurring 
  • Anything you have tried in order to resolve the issue
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