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Late deposits & recovery
Sent too late, too much, or without a matching order? Nothing is lost. Here is what happens and what to do.
Never held
Every deposit is either executed or returned. We don't keep funds we can't process, and returning them costs only the network fee of the return transaction. The rules are in the refund policy.
XMR sent after the deposit address expired
The subaddress stays in our wallet, so the deposit is safe. Contact support with the order ID. We credit it as XMR2, or return it to a Monero address you give us (Monero transactions don't reveal a sender, so we need an address).
Exchange deposit sent after the order expired
Late deposits are still accepted and exchanged automatically, to the payout address of the order. As for every exchange order, the final rate is set once your deposit is confirmed (for Bitcoin: at 1 confirmation). If the coins arrive more than 7 days after the order was created, contact support with the order ID.
XMR2 sent without a matching redemption
This happens if you sent XMR2 without an open redemption, from a different address than the one you entered, or after the window. The transfer is held for review. Contact support with the Hyperliquid transfer hash; we return it to the sending address.
"Manual review"
A person checks the order, for example because a redemption is above the automatic limit of 250 XMR or a payout couldn't be confirmed automatically. The order continues after the check or is refunded. Keep your order ID; you don't need to do anything unless we ask.
During a pause
Issuing XMR2 and paying redemptions can be paused, automatically on a verification mismatch or for maintenance. Deposits keep confirming and are credited after the pause; received XMR2 is paid out afterwards. Current status: Reserves & proof.
Failed screening
Screening runs before execution. A failed check normally enters the refund flow; it can require a refund address and further checks. The compliance policy describes legal restrictions and exceptions.
Wrong payout address
Payouts go to the address you entered, start automatically and can't be reversed on chain. If you notice a mistake before sending your deposit, let the order expire and create a new one.
What to send support
- The order ID, and the transaction ID or Hyperliquid hash of what you sent.
- For XMR returns: the Monero address to send it to. For other coins: a refund address, if you didn't enter one with the order.
We never ask for a payment, your seed phrase or your private keys to recover funds.