Please note that our policy requires you to use a wallet address that only belongs to you.
If the cryptocurrency is sent to a wallet address you have no control over or the access is shared with someone else, tracking or retrieving the coins can be impossible.
Additionally, please note that once the payment is approved and the coins have been sent out, our part of the transaction is over.
We do not offer payment refunds if the cryptocurrency has been delivered to the wallet address provided in the transaction.
If you currently have a pending payment with a wallet address that you do not control, we kindly ask you to contact us. You can do that in two ways:
- Via live chat at the bottom right side of our homepage at simplex.com;
- By submitting a ticket through our Support Center.