How to cancel transaction

Generally, it’s not possible to cancel transactions in the blockchain. At times, situations may occur, when a transaction will be successful in the blockchain, but won’t be visible on your account due to being on review by our service. You may need account verification (KYC) to credit the deposit. If you’re not able to complete KYC, you can return the received deposit to a wallet address specified by you, deducting the network fee. Read next to learn how to cancel a stuck transaction.

Didn’t pass verification, as I indicated the wrong age. What will happen to my deposit and access

Wallet can be accessed starting from 18 years, therefore, for us to consider restoring access, please complete enhanced verification using your ID document. Read more about KYC here.

If you are unable to complete the verification process, you can cancel the deposit. You need to go to your transaction history in Wallet’s main menu, tap on the deposit and then tap the ‘Cancel transaction’ button. After that, we’ll ask you to provide your wallet address for the return via @wallet chat. Please reply to this message and send the address where you’d like to receive the deposit back.

Please note:

  • You must have access to and fully control the provided address.
  • You won’t be able to add a memo/tag for the return transaction. Therefore we ask you not to provide exchange addresses.

After the security check, we will return the funds to the specified address, minus the network fee.

I received a notification that I am a resident or citizen of an unsupported region, but that’s not true. What shall I do, and how to return my deposit

If you’re not a resident or citizen of an unsupported region, please complete advanced verification using your Proof of Address document. This way, we can consider restoring access and credit the deposit. Read more about KYC here.

If you are unable to complete the verification process, you can cancel the deposit. You need to go to your transaction history in Wallet’s main menu, tap on the deposit and then tap the ‘Cancel transaction’ button. After that, we’ll ask you to provide your wallet address for the return via @wallet chat. Please reply to this message and send the address where you’d like to receive the deposit back.

Please note:

  • You must have access to and fully control the provided address.
  • You won’t be able to add a memo/tag for the return transaction. Therefore we ask you not to provide exchange addresses.

After the security check, we will return the funds to the specified address, minus the network fee.

Didn’t pass verification, access is restricted. What’s up with my deposit

You won’t be able to pass verification again, since identity check and KYC can be done only once.

If you received your deposit after a restriction was applied, you will see the ‘Cancel transaction’ button for the deposit and be able to cancel it.

I don’t want to pass KYC, but I’ve already deposited crypto to my account. How to cancel a deposit, if there’s no Cancel button

Identity check is a standard procedure of all custodial crypto services, thus it’s required for accessing Wallet. Read more about KYC here.

If you don’t see a Cancel button for a deposit, it’s likely that your account has access restrictions. Read about reasons for access restriction here.

Access restricted after canceling a transaction. What happened

If you decide to give up on KYC and cancel the deposit to your account, we’ll restrict your access until you complete the identity verification procedure and provide the documents.

You’ll need to complete enhanced verification, for us to consider restoring your access to Wallet.