I sent my withdrawal to the wrong wallet address

If your withdrawal is still Pending, you can cancel it, and the money stays in your wallet. If it shows Finished, it has been sent on the blockchain. JAFX cannot cancel, recall or refund it, and only the owner of that address can return the funds.

First check the withdrawal's status

1. Sign in to the client portal at app.jafx.com.
2. Go to History and open the withdrawal.
3. Check its status:

See What does my transaction status mean? for every status you may see.

Still Pending: cancel it now

Act quickly. Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. Once a withdrawal is sent, it can no longer be cancelled.

1. Open the withdrawal from History.
2. While it can still be cancelled, the page says "This withdrawal is still pending. You can cancel it until it's sent." Click Cancel withdrawal.
3. In the dialog "Cancel this withdrawal?", choose Cancel withdrawal. Keep it keeps your request.
4. You see "Transaction canceled successfully." The money stays in your wallet: it never left.

Then go to Withdraw and request a new withdrawal with the correct address.

If the Cancel withdrawal button is not shown, or you see "Failed to cancel transaction. Please try again.", contact us straight away. Our payments team can cancel a withdrawal that has not been sent yet. See How to cancel a withdrawal for more detail.

Finished: why it can't be reversed

Finished means the withdrawal was paid to the address you entered on the form.

• A payment on a blockchain cannot be reversed. Once it is sent, it is final.
• JAFX cannot cancel, recall or refund it. Nobody else can recall it either.
• The withdrawal form only refuses an address that is badly formed. You see "Please provide a valid <network> address" in that case. A correctly formed address that belongs to someone else is accepted and paid.

Open the withdrawal from History and select View Confirmations: it shows the transaction hash, which you can look up on a block explorer for that network. This shows where the funds went. See Where to find your withdrawal history, status and transaction ID.

Who may be able to help

The only party who may be able to return the funds is the owner of the address they were sent to. We cannot promise that they will.

• Find out where the address came from. It may belong to an exchange, a wallet provider or another person.
• If it belongs to an exchange or wallet service, contact their support team. Give them the transaction ID and ask whether they can return the funds.
• If it belongs to a person you know, contact them directly.

If you are not sure what happened, contact us: - Use live chat (the Chat button in the portal, a real person, 24/7). - Or email support@jafx.com from your registered email address. Include the transaction ID.

We will never ask you for your password, a 2FA code or a one-time code.

How to avoid it next time

• Copy and paste the address from the "receive" option of your own wallet. Do not type it by hand.
• Match the network. The label tells you which network the address is for, for example "Wallet address (Ethereum network)". The form also reminds you: "We send on the <network> network: use an address that can receive <coin> there. Money sent to an address on another network is lost."
• Watch Ethereum and Base. Addresses on these two networks look the same. Make sure your wallet can receive the coin on the network you chose.
• Check the address again before you click Request withdrawal. The portal does not save addresses, so check it every time.

See Which cryptocurrencies and networks can I withdraw to? and Withdrawals: how to withdraw, limits, fees and timeframes.

We are available 24/7 via live chat or email.