Don't worry, your funds are not lost. If you sent a different cryptocurrency than the one shown on the checkout page, the payment cannot be credited to your order automatically. In most cases you can request a refund yourself, directly on the payment page, without contacting support.
Why this happens
Each CoinGate checkout page is created for one specific cryptocurrency and network. If a payment arrives in a different currency, it cannot be matched to the order, so the order is not marked as paid. Instead, you can have the funds returned to your wallet.
How to request a refund
- Open the payment URL of your order. This is the same checkout page you used to make the payment.
- In the "Already made a payment?" section, enter the transaction hash (TXID) of your payment.
- Once the transaction is found, the refund form opens. The currency and network are filled in automatically, matching what you sent. Enter:
- the wallet address where the funds should be returned
- your email address, so we can keep you updated
- Submit the form. You can follow the refund status on the same payment URL.
The refund address must be for the same currency and the same network you sent. An address for the same coin on a different network will not work, and funds sent there may be lost permanently.
Where to find the transaction hash (TXID)
You can find the TXID in your wallet's transaction history, or in the withdrawal history of the exchange you paid from. It is a long string of letters and numbers, sometimes called transaction ID or hash.
What happens after you submit the form
Every refund address goes through an automatic security check. Most refunds are then processed automatically, with no need to contact anyone. Some refunds need an additional review by our team, which takes longer. Either way, the current status is always shown on your payment URL.
If your transaction cannot be found
This can happen if:
- the transaction has not been confirmed on the blockchain yet. Wait a little and try again.
- the payment was sent to a different address than the one on this checkout page.
- the currency or network you used is not supported by CoinGate.
If you still cannot submit the request, contact us. Include the order number, the transaction hash and the network you used. Naming the network helps us locate the transaction faster.
Can all payments be refunded?
If the currency and network are supported by us, a refund is normally possible through the form above.
If the currency or the network is not supported, we are unfortunately not able to return the funds. We have no way to access assets outside the currencies and networks we work with.
How to avoid this next time
The checkout page always shows the exact currency, network and amount. Two things help:
- Scan the QR code instead of entering details by hand. It fills in the address and the amount for you.
- Check the network in your wallet before confirming. The same coin often exists on several networks, and wallets do not always select the right one by default.
Two mix-ups we see most often
The price is shown in USD, so a stablecoin gets sent. An order can be priced in USD while the payment currency you selected is something different, such as TRX, SOL or ETH. The USD price only shows the value of the order. The checkout page shows how much of your chosen currency to send, and that is what needs to arrive.
USDC and USDT are not the same currency. They are two different stablecoins from two different issuers. They are worth roughly the same, which is why they get mixed up. CoinGate no longer supports USDT, so a payment sent in USDT will not be credited to an order.
A note on USDT
We supported USDT in the past but had to stop because of EU regulatory requirements. It can no longer be used to pay for an order or as a payout currency. If USDT reaches us anyway, it is not lost, and a return can normally be arranged.
If you are a merchant
If one of your customers paid in the wrong currency, you don't need to collect any details. Send them the payment URL of their order and ask them to enter their transaction hash in the "Already made a payment?" section. The refund is handled from there. If they cannot complete it, put them in touch with us.