Please kindly note that our policy requires you to use a wallet address that is controlled by you only.
If the cryptocurrency is sent to a wallet address that you have no control over or is shared with someone else, usually, it is very difficult to track or retrieve the coins.
Additionally, please be informed that once a payment is approved and the coins have been already sent out, our part of the process is over.
If you currently have a pending payment with a wallet address that is not controlled by you, we kindly ask you to contact us. You can do that in two ways:
- Live chat via the bottom right side of our homepage;
- Submit a ticket through our Support Center.