Can I get a refund?

As digital asset transactions, such as Bitcoin or other cryptocurrencies (ETH, BNB, SOL), are irreversible, once they are sent, they cannot be refunded or recovered. It is crucial to double-check your wallet address and avoid sending digital assets to someone else’s wallet. However, if you attempted to place an order and were charged (the balance is deducted from your bank account/card) but the order was not VALIDATED (meaning no coins were sent), you are eligible for a refund. We will automatically begin processing refunds for all CANCELLED orders, so you do not need to contact us. Once we initiate the refund, the time it takes for the funds to reach your account depends on your payment method and financial institution, which is beyond Alixpay’s control. If you paid with a Credit/Debit card, the transaction will initially be a pre-authorization, which holds the order amount. The actual payment is only processed when the order is fulfilled. If the order is canceled, the pre-authorization amount will be released, but the time for the funds to return depends on your bank, usually taking up to 15 business days, but sometimes up to 28 days. Please be aware that by law, refunds can only be processed back to the original payment account or card.

Can I cancel my order?

Once an order has been finalized through PAYMENT VALIDATION, it cannot be canceled. Typically, without a KYC/ID check, this occurs within 20 minutes of submitting your order. If you believe a mistake has occurred, please submit a Support Request on alixpay.com or use the “Support” button on the homepage.

My transaction didn’t go through, but I was charged. Will I be refunded?

If you placed an order and were charged (your balance is deducted from your bank account/Credit card), but the order was not validated (and no coins were sent), the funds will automatically be refunded to your bank account/credit card. Please allow 7-10 business days for the authorization hold or refund to appear in your account. If it takes longer, please contact your financial institution. Alixpay can also provide confirmation of the cancellation or refund if needed.

I’ve been charged multiple times. How do I get a refund?

All charges are made as part of an order. If your bank shows multiple charges, first verify that you haven’t placed two separate orders and that these charges are finalized (not pre-authorizations). If you find that you’ve been charged twice for the same transaction, please submit a support request through our support form, and our team will investigate.

I requested a refund, and it’s been more than 10 business days. What should I do?

Typically, refunds take up to 10 business days, but delays can occur due to your financial institution’s processing times. Alixpay processes refunds when an order fails or upon request. If it’s been more than 10 days, please contact your financial institution to confirm their timeframe for processing refunds and reversals.

Unfamiliar with Alixpay but notice a charge on your card? Here’s what to do:

If you see a charge from Alixpay but don’t recognize it, your card may have been used without your permission to create an account or purchase cryptocurrency. Since cryptocurrency transactions are irreversible, we can’t refund any completed transactions. Contact your bank immediately to cancel your card and prevent further unauthorized purchases on Alixpay.

What should I do if I’ve sent cryptocurrency to a scammer?

Unfortunately, cryptocurrency transactions cannot be reversed or canceled, so we are unable to refund any transactions, even in the case of a scam. If you believe you’ve been scammed, report it to the police immediately. To help protect other Alixpay customers, please share the scammer’s wallet address by submitting a support ticket. We also recommend reading our article on recognizing scams to protect yourself in the future.