Each CoinGate checkout page is created for one specific cryptocurrency, and it shows which network to use. If a payment arrives in a different currency than the one shown, it cannot be matched to your order automatically and has to be handled manually by our team.
What to send us
Contact us and include:
- the order number, if you have it;
- the transaction hash of your payment;
- the network you used — this one is worth stating explicitly, as it can otherwise take time to locate the transaction;
- a wallet address where the funds could be returned.
The return address has to be for the same currency and network you sent. An address for the same coin on a different network will not work, and funds sent there can be lost permanently.
Can the funds be returned?
It depends on what was sent.
If the currency is one we support, a return is normally possible. It is processed manually, so it takes longer than a standard transaction — please allow us some time.
If the currency or the network is not supported by us, we are unfortunately not able to return the funds. We have no way to access assets outside the currencies and networks we work with. This is why it helps to tell us the network straight away: we can check it immediately and let you know where you stand, rather than leaving you waiting.
How to avoid this next time
The checkout page always states the exact currency, the network and the exact 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 completely different — TRX, BTC, ETH and so on. The price in USD only tells you the value of the order. The checkout page converts that value and shows how much of your chosen currency to send, and that is what needs to arrive. Sending USDT because the price says USD means a different currency reaches us than the one the page is waiting for.
USDC and USDT are not the same currency. They are two different stablecoins from two different issuers. Both are worth roughly the same, which is exactly why they get mixed up, but a checkout created for one will not recognise the other. Check which of the two the page asks for before sending.
If you are a merchant
If one of your customers has paid in a currency other than the one on the checkout page, the same applies. Ask them for the transaction hash, the network they used and a wallet address for a possible return, and pass that on to us — or put them in touch with us directly. We will confirm whether a return is possible.