As soon as the security issues with the Tether network are resolved, incoming USDT transactions will be resumed for Freewallet addresses. We'll make sure to keep our users posted, please keep an eye out for the notifications in the app.

Our Tether wallet is currently under maintenance, please see the notification in the app. As soon as the maintenance is over, your transaction will be posted to your wallet or returned to you: either way, your funds aren't lost. Thank you for your understanding, we'll keep our users updated!

Chrissluczak, apologies for the inconvenience! It looks like you haven't received the request for additional information our support reps sent you. It looks like you created a new profile instead of logging into your previous one: new profiles have 0 balance. Please get back to our support reps and provide the following details:

- Your user id from the Settings;
- The way you used to log in (via email, phone number, Facebook or Google+ account);
- Whether you're logging in online or in your mobile app;
- Your email address you received the password at.

Don't worry, if you created a new profile, it doesn't mean that your previous balance disappeared: all we need to do is to make sure you log in properly. Looking forward to your reply!

Your transaction was refunded. Apologies for the inconvenience!

We've forwarded all information to our exchange partner, awaiting an update from them now. We'll keep you posted!

Babayshik, apologies for the inconvenience! Please take a look at the notification in the app: BTG smart transactions are currently suspended due to network issues. As soon as the exchanges are resumed, your transaction will be pushed or refunded. Our support reps will keep you posted.

cipher-x_09, did you read the original thread on Reddit? The topic starters deleted their messages and called off their accusations because there were no facts to prove them. No funds were ever stolen from Freewallet users.

That's quite unusual. Please message us your user id from the Settings screen, we'd like to research your exchange case. Looking forward to your reply!

Were you making your exchange on the weekend before the Bitcoin Cash fork when the market rates for the coin were oscillating? Sticking to a minimum amount during the boosting coin growth is risky since the rates are changing rapidly as well as the exchange minimums. Unfortunately, that's most likely what happened with your transaction.

Freewallet has never stole from their users. We were the first to release a dedicated Bitcoin Cash wallet during the first Bitcoin chain split we supported. The idea was the same behind our most recent Bitcoin Gold wallet: when there's a chain split, it's a chance to benefit, and we won't miss an opportunity to present it to our users.

All exchange operations in Freewallet are powered by our partner, Changelly.com. They have a minimum transfer amount requirement that applies to smart exchanges in our app, too: before you confirm a transaction, there's a minimum amount clearly stated in red. The current minimum transfer amount for the exchange of Bitcoin Cash for Bitcoin is 0.03556243 BCC (this amount is updated with time depending on the rates available), which is approximately 42.28 USD.

Moreover, this requirement is specifically mentioned in our Terms of Use:

> There is a minimum exchangeable transaction for each cryptocurrency pair. The minimum amount is provided by the exchange service. IF YOUR TRANSACTION IS LESS THAN A REQUIRED MINIMUM, YOUR WALLET WILL NOT BE REFUNDED.

Our Multi Wallet is. Plus there's a dedicated BTG wallet for Android as well; waiting to get the green light from Apple on the iOS version this week.

Can you message us your email address you received this notification to? Looking forward to your reply!

Athena_1992, it can take a while for transactions to get confirmed and finally posted in the network; the transaction speed depends on the current network conditions. If you'd like to verify the status of your transaction, please feel free to contact our support team in the in-app chat, we'd be glad to help. Thanks!

PS: Please make sure you're logged in with the same credentials both in your app, and online.

That's understandable as you're not tasked with analyzing the user feedback and outlining the statistics of it. We, on the other side, keep track of all reviews and requests made and follow up on each.


If the funds were sent to an incorrect address (because of a typo, for example), to a wrong network (BTC instead of BCC, which used to be a frequent case) or they have been received by the other party (for example, to an exchange account without a payment id), it's possible for us to locate them, but not retrieve, if the destination is unrelated to Freewallet. As you know, transactions that are completed in the blockchain cannot be reversed or altered. However, if the receiving party is known, the sender can contact them and request assistance.


Actually, it's a mere fact showing that the human factor is still an issue.


Not blaming, just stating a fact. There's still a number of coins we're awaiting Apple's approval on; when Bitcoin Cash was introduced, it took some time by Apple to make a decision about this coin, too.


Sad to hear you've got such an impression! However, as Voltaire once said, "I disapprove of what you say, but will defend to the death your right to say it."

Hi anthrax66, we speak English, but understand many languages, thanks to Google Translate Are the tokens you're referring to currently supported in our app? If yes, we'll be able to retrieve them for you promptly. If not, we can still offer you a solution. Your tokens aren't lost either way.

Please contact our in-app support (Settings -> Support -> Message us) and provide the transaction hash: we'll be able to give you more details on your case.

You sent tokens that aren't currently supported in the app to your Freewallet address. Your tokens aren't stolen, you can see them sitting right where you had them sent in the blockchain explorer. As soon as there's a technical possibility and the support of your tokens is added, you will be able to access them in our Token Wallet app.

We strongly recommend contacting our in-app support to make sure the tokens you're planning to send are supported in the app before making a transaction to avoid such situations in the future.

We always get back to people who claimed their funds were lost because of Freewallet: we were able to locate 100% the funds that were "stolen." We research all complaints about lost funds, and in most cases it's possible to track them down to an invalid address or a different wallet unrelated to Freewallet. The word "most" is used here because there always are cases when people consider their funds "stolen", while in fact a network fee was applied or an exchange rate wasn't as good as expected, etc.

Regarding the Bitcoin Gold wallet for iOS: Apple is known for their skepticism about cryptocurrencies. For example, not all coins & tokens that are available on Android apps are present in AppStore because they weren't approved by Apple. We're planning to add BTG to the list of coins available in our Multi Wallet first; however, it's up to Apple to give the green light on it for the iOS version.

Have you tried contacting the in-app support? Please do, we'll be able to advise you on the situation once you provide us with more details.

The topic starter on Reddit provides no actual information on any scam activities related to Freewallet because there are none. We're one of several custodial wallets on the market, the service model we use doesn't make us or Coinbase, for example, a scam. This is an open & decentralized market, people are free to evaluate the risks and make their choice of this or that service by themselves.

The reason we believe it's not feasible to provide private keys to individual wallet addresses is because it would prevent our users from taking advantage of our secure cold storage technology to safely store their funds. We're currently working on a way to enable exporting/importing private keys without losing the benefits of the cold storage technology we offer; this feature should be available soon.