If you sent crypto to your own Venga wallet but used a token we no longer support, the wrong network (the blockchain used to move the funds), or the wrong wallet address (the unique code that identifies where funds are sent), those funds may become stuck and won't show up in your balance. In some cases we can recover them manually, but recovery is not guaranteed and is reviewed case by case.
When can funds be recovered?
Recovery may be possible when all of the following are true:
- The funds were sent to an address controlled by Venga (for example, your own Venga deposit address).
- The network and token can be technically accessed by our team.
- The recoverable amount is worth more than the recovery fee (see below).
- The case passes our compliance and security checks.
If any of these can't be met, we may not be able to return the funds. We'll always tell you clearly whether recovery is possible before doing anything.
Which situations does this cover?
| Situation | What it means | Recoverable? |
| Unsupported / delisted token | You sent a token Venga no longer supports, so it sits in our system but isn't accessible to you. | Sometimes - assessed case by case. |
| Wrong network | You sent funds over a blockchain network Venga doesn't support for that asset. | Sometimes, if the network and token can be technically accessed - assessed case by case. |
| Wrong / mistyped address | You sent funds to an incorrect address that turns out to be controlled by Venga. | Sometimes - assessed case by case. |
Funds sent to an address not controlled by Venga (for example, a typo that lands on a stranger's wallet or another platform) cannot be recovered by us.
Is there a fee?
Yes. Manual recovery involves significant hands-on work, so a recovery fee of €200 applies per case. A few things to know:
- The fee is per case, not a percentage of the amount recovered.
- It is deducted from the recovered funds - you don't pay anything upfront.
- A separate network fee (the cost the blockchain charges to move crypto, sometimes called a "gas fee") is also deducted from the recovered amount.
- We will confirm the final net amount you'll receive before starting, and we'll ask you to confirm in writing that you agree.
What if my funds are worth less than the fee?
If the amount that can be recovered is lower than the €200 recovery fee, recovery generally isn't worthwhile - the fee and network costs would use up the funds. In those cases we'll normally let you know that recovery isn't viable.
Where will the funds be returned?
For security and to meet anti-money-laundering rules, we return funds only to the same address they were originally sent from. We can't send them to a different wallet. Depending on the wallet, we may ask you to prove that you control it (for example, a screenshot of the wallet or a signed message).
How do I request a recovery?
Contact our support team with:
- The date and amount you sent.
- The token and network used.
- The transaction ID (TxID) - the unique reference for your transfer.
- The address you sent from.
Our team will check whether recovery is technically possible, run the required compliance review, and then share the expected net amount and fee for your written approval before proceeding.
A note on trust
Venga is authorised under the EU Markets in Crypto-Assets Regulation (MiCA) as a Crypto-Asset Service Provider (CASP), supervised by the Bank of Spain (VASP reg. #D945). The compliance and security checks in this process protect you and help us meet EU anti–money-laundering requirements.
Still have questions?
Contact our support team at support@venga.com or through the in-app chat.