What to do if a service has refunded funds to a CityPay crypto-wallet address
Dear Users,
Sometimes the service or platform to which a transaction was sent makes a refund to a CityPay crypto-wallet address. Here is what you need to do so that we can review such an operation.
What you need to do
Copy the refund transaction hash (TXID).
Contact CityPay support and send them the transaction hash.
What information we need
For the review, please send the following information and attach photos or screenshots from the service or wallet that confirm the available details:
the name of the crypto-asset, the blockchain network and the refund amount;
the address of the wallet from which the refund was made and the address to which the crypto-assets were sent;
the refund transaction hash (TXID), and the date and time of the operation;
the number of the original send to CityPay or its transaction hash, if available;
the reason for the refund as stated by the third-party service. If the service did not state one, please let us know.
If you do not have some of the information listed, state this when you contact us. The information in the images you provide must be clearly legible.
This information is needed to review the refund and its connection to your original operation.
CityPay support will inform you of the result of the review and of the next steps.
Send materials only through the official support service.
Do not send passwords, confirmation codes, private keys or seed phrases. On screenshots, hide any information not related to the operation under review.
