What happens if I’ve sent funds to the wrong network or wallet address?

For external transactions you should firstly use a block explorer to check the status and verify whether or not the transaction has been sent to the correct recipient address. For internal transactions you should check the recipients Vault Wallet ID to ensure it is correct before contacting Vault Wallet directly. 

If you have sent funds to the wrong network or wallet address, you will need to contact the recipient of the funds and ask for their cooperation in returning them. 

Vault Wallet will try to help you in anyway possible, however hold no responsibility of lost funds due to customer errors. 

This is because almost all cryptocurrency transactions are irreversible meaning there is no way to reverse the payment once it has been sent and may result in the funds being lost forever. 

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. 

How do I find information about transactions?

Customer states that they have not received funds?

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 Help@VaultWallet.com alternatively, you can visit Https://VaultWallet.com 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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