What to do if funds returned by CityPay did not reach the Sender's address
How to get crypto-assets after a refund if they arrived at an address other than the Sender's personal one
Dear Users,
Following an AML check, a Receive operation to the CityPay crypto-wallet may be rejected, and the funds sent back to the Sender's address. Here is what to do if, after such a refund, the funds have not reached the Sender's address.
Why this happens
If the original transfer was made through an exchange or another service, the refund may be sent to that service's operational address rather than to the user's personal deposit address on the account. In that case, you may need to contact the support of the relevant service to determine whether the funds can be credited.
What we recommend the Sender do
Contact CityPay support to check the refund status. Request the refund transaction hash (TXID), the name of the crypto-asset, the network, the amount and the destination address.
If it is confirmed that the refund was sent to the address of the service through which the original transfer was made, contact that service's support.
Provide the details of the original transfer and the refund. Ask them to check whether the crypto-assets have been received and whether they can be credited to your account.
If the original transfer was made from a wallet that you manage yourself, or if the refund address is unknown to you, inform CityPay support so that the details can be checked.
Contacting a third-party service does not in itself guarantee that the refund will be credited. The result depends on the circumstances of the operation and the rules of that service.
