What if I sent an unsupported token or sent crypto via the wrong network?

If you have accidentally sent an unsupported token to your SwissBorg account, or used a wrong protocol for your transaction, please contact our Support team via the app or via email at support@swissborg.com and provide them with the transaction details.

The details should include, at least:

• ​Date:
• Amount:
• Currency:
• txID (Hash): 

Warning

Although we are not in any way obligated to recover funds that were incorrectly sent, and we can not guarantee you that your funds are recoverable, we do keep a record of lost transactions. We care about our community, and our developers are constantly working on technical solutions that can allow us to help our users get their funds back.

The workflow in a nutshell

If your crypto transaction did not arrive in your SwissBorg account within a reasonable timeframe, and you have entered a valid wallet address, you may have:

• used an incorrect network or,
• sent a token that is currently not supported by our platform.

In this case, please contact our Support team via the app or via email at support@swissborg.com, and provide them with the transaction details. If it is indeed a case of an incorrect network used or an unsupported crypto asset sent, your transaction details will be shared with the Crypto Recovery team and added to the recovery waiting list.

Our Recovery specialists continuously review the list to determine which cases are recoverable with the technological solutions currently in place. If your transaction is recoverable, our Crypto Recovery team will contact you with the details and next steps. If you confirm that you want us to proceed with the Crypto Recovery Procedure and accept the service fee involved, the Recovery specialists will provide you with the instructions to pay the fee. Once your payment is received, you will be notified of this and the recovery procedure will be started.

Our Engineering team will perform a second review on your case, to make sure everything is in place for the procedure. After such review, they will, in collaboration with Fireblocks, proceed to move the funds from the unsupported network and into a wallet that acts as a recovery vault.

Once the final checks are performed, the funds are moved from the recovery vault to the destination wallet you have provided and, with that, credited to your account.

Process time-frame

The process can take up to 3 weeks from the moment we receive the fee to cover the recovery costs. This is to make sure that the team has enough time to cover all the technical steps.

More information on the types of cases we can recover, as well as the applicable fees, can be found here: SwissBorg Crypto Recovery Availability