If assets were sent using the wrong network, escalate the issue immediately through your organisation’s internal process and contact Bitpanda Enterprise Custody Support through the approved support channel if support is required.
Do not assume that assets can be recovered. Blockchain transactions are generally irreversible once confirmed, and recovery may not be possible where assets are sent using an unsupported network, to an incompatible address, or through an unsupported transfer route.
What does “wrong network” mean?
A wrong-network transfer may occur when an asset is sent using a blockchain network that does not match the intended or supported network.
For example, some assets or tokens may exist on multiple networks. Support for an asset on one network does not automatically mean that the same asset is supported on another network.
A wrong-network transfer may involve:
- Sending an asset on an unsupported network
- Sending a token to an address that is not intended for that network
- Selecting the wrong network at the sending platform
- Sending a wrapped or bridged version of an asset that is not supported
- Sending a token with the same or similar symbol but a different contract or network
What should I do first?
If you believe assets were sent using the wrong network:
- Do not create a second transaction to “correct” the issue without review
- Do not attempt to access, import, or recover keys outside approved processes
- Record the transaction details
- Follow your organisation’s internal escalation process
- Contact Bitpanda Enterprise Custody Support through the approved support channel if support is required
The sooner the issue is escalated, the easier it may be to assess the situation, but recovery is not guaranteed.
What information should I collect?
Where available, collect:
- Your organisation name
- The affected wallet or sub-wallet
- The asset or token
- The network used
- The intended network
- The sending platform or counterparty, if relevant
- The destination address
- The transaction hash or transaction ID
- The transaction amount
- The approximate date and time
- A short description of what happened
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, device passcodes, or other sensitive authentication information in a support request.
Can wrong-network transfers be recovered?
Recovery depends on several factors, including the asset, network, address type, custody setup, supported infrastructure, and operational feasibility.
Some wrong-network transfers may not be recoverable. Others may require additional review, specialist operational steps, or may fall outside supported recovery processes.
Bitpanda Enterprise Custody Support can review the information provided, but support review does not guarantee recovery.
What should I avoid?
Do not:
- Assume that support for one network means support for all versions of an asset
- Send additional assets to test the same route
- Attempt to recover assets using unapproved tools or processes
- Share private keys, seed phrases, API keys, or secrets
- Approve related transactions until the issue has been reviewed
- Rely only on token symbols when checking asset support
How can this be prevented?
Before sending or approving assets, check:
- The asset is supported
- The token contract is correct, where applicable
- The network is supported for that asset
- The destination address is compatible with the selected network
- The wallet or sub-wallet is intended for that asset and network
- The transfer matches your organisation’s internal process
- Any required address or counterparty verification has been completed