The blockchain is a complex system and when transferring crypto, you can easily enter incorrect details or select the wrong network or blockchain protocol by mistake. 
The general rule is that once a transaction is completed on the blockchain, it is immutable, meaning it cannot be reversed or undone. If the wallet address details are incorrect or a wrong blockchain protocol was used, this would unfortunately mean that your funds are lost. However, there are cases where the funds can be recovered.

Although we are not in any way obligated to recover your funds, we do keep a record of all lost transactions that are reported to us, as we care deeply about our community and want to help where we can. Our developers are working relentlessly to create technical solutions that allow us to recover lost funds in certain cases, although we can’t guarantee that we’ll be able to do so. Sadly, in some situations it’s simply not possible due to technical limitations and restrictions of the blockchain.
Our team of crypto recovery specialists reviews each case individually to determine whether recovery is possible or not, taking into account the many different factors that decide this.

What we can recover*

1. XRP sent without TAG

2. HBAR sent without MEMO

3. ATOM sent without MEMO

4. Any listed ERC-20 token, supported by our custodian partner Fireblocks, sent to the SwissBorg Hotwallet (outgoing wallet)

5. Any listed ERC-20 token, supported by our custodian partner Fireblocks, sent to your current ERC-20 SwissBorg wallet using one of the following networks:

• BEP-20

• BEP-2

• Polygon

• Arbitrum

• Avalanche

Additionally, we may be able to recover tokens sent to any other network, as long as this network is supported by our custodian provider, Fireblocks. However, this scenario needs to be reviewed on a case-by-case basis.

*The cases listed here are recoverable only if all other requirements for a successful transaction are met. If additional details are incorrect (e.g. correct network but wrong wallet address provided, XRP sent without TAG via unsupported blockchain protocol etc.) your case may not be recoverable after all. Our Crypto Recovery specialists still need to review each case individually to determine whether recovery is possible or not.

Crypto Recovery service fees

Each transaction that undergoes a so-called Crypto Recovery Procedure needs to be manually reviewed by several specialists, to determine whether or not the transaction can indeed be recovered. If your transaction is recoverable, you will be contacted via email and provided with the next steps.

Since the Crypto Recovery Procedure is complex and time-consuming, charging a fee is necessary to cover the operational costs of the process.

The Crypto Recovery service fees are the following:

• 200 EUR for the first transaction / 100 EUR for additional ones, in case all the transactions are recovered simultaneously;

• 175 GBP for the first transaction  / 88 GBP for additional ones, in case all the transactions are recovered simultaneously;

• 190 CHF for the first transaction / 95 CHF for additional ones, in case all the transactions are recovered simultaneously;

The currency you are offered is based on your default currency in the app, and can be changed at your request to any fiat currency supported by SwissBorg.

Once you confirm that you wish for us to proceed with the Crypto Recovery procedure, we will send you the payment instructions for a bank transfer to pay the fee.

Alternatively, we can deduct the fee directly from the amount that needs to be recovered, if you prefer this and if the cryptocurrency in question is supported by SwissBorg. The fee will be still calculated in your default currency (EUR/GBP/CHF) and the crypto equivalent will be deducted from the amount to be recovered.

NOTE: Even if the current value of your lost transaction is lower than the Crypto Recovery fee, we will still offer you the recovery procedure. The choice is always yours, as you may still want to recover the funds in case of a future bull market.

What we cannot recover

The list of scenarios where the Crypto Recovery Procedure is not available includes, but is not limited to:

• Withdrawals from your SwissBorg account;

• Transactions sent to a wallet address that does not belong to SwissBorg;

• Transactions sent to a SwissBorg wallet address with details entered incorrectly (typos, spaces, wrong format);

• Transactions sent to a SwissBorg wallet that belongs to a different user (we always recommend avoiding this kind of movement);

• Transactions that involve tokens and/or networks that are not supported by our custodian provider, Fireblocks;

• Transactions sent to old wallet addresses (that were supported by our previous custodian provider, CURV) after August 2022;

• MATIC sent to old wallet addresses (that were supported by our previous custodian provider, CURV).