Sagar, sorry for taking so long! That's not a typical situation with an exchange. We've already contacted our partner, Changelly.com, who's powering the exchanges in our app: they've been looking into your case as well. It seems your transaction wasn't completed due to network issues, which is why you should get your BTC back. Our support reps will let you know as soon as your refund is completed. Apologies for the inconvenience!

UPD: Your refund has been delivered to your BTC address with Freewallet. Again, apologies for the delay!

No funds have been lost or stolen from our users, see the update we posted earlier, please.

We'd doubt the credibility of a resource that can't even spell the name of the object of their research right.

marekbartik, we're planning to restore an option to purchase cryptos with fiat soon. As for tokens, there's a separate Token Wallet with 80+ ERC20 tokens supported and more to be added regularly.

seriously2, there currently are 80+ ERC20 tokens supported in our app. If you sent the tokens the support for which hasn't been enabled yet, they will be retrieved as soon as there's a technical possibility for it. Our support reps have confirmed they received the transaction hash from you; as soon as your refund is completed, we'll make sure to notify you.

xenxen, if you sent a request to our support team, they should have gotten back to you by now, we usually reply during the day. As of now, we support 80+ ERC20 tokens. If your token isn't on the list, we will still attempt to refund it, however, it will take a significant amount of time. Please provide your Freewallet user id so that we could mark your request as a priority. Thanks!

Cocoy, all apps on AppStore & Google Play go through extensive check & verification. Freewallet wouldn't have been there if something was wrong.

sumangs, could you tell us more about your experience with Freewallet? Perhaps we could do something to improve it? Please message us your user id and tell us what happened, we'd be glad to look into your case. Thanks in advance!

SuperStar1, if you're using your phone number to log in, you can still set & verify your email address in the Settings to receive notifications about balance changes, verification messages, etc. to your email. We have a pretty decent knowledge base, plus you can always contact our support in the in-app chat for more info & assistance.

SuperStar1, if you're using your phone number to log in, you can still set & verify your email address in the Settings to receive notifications about balance changes, verification messages, etc. to your email. We have a pretty decent knowledge base, plus you can always contact our support in the in-app chat for more info & assistance.

Zonefan, perhaps you or your family member could message us and tell us more about what happened with their Ethereum? We'd like to help retrieve it, if possible.

sumangs, could you tell us more about your experience with Freewallet? Perhaps we could do something to improve it? Please message us your user id and tell us what happened, we'd be glad to look into your case. Thanks in advance!

rpg, have you tried contacting our in-app support? Please get back to us and tell us more about the issue you experienced along with your user id; we'd be glad to help you get your XMR successfully transferred to the destination of your choice.

There can be a number of reasons your transaction didn't go through. Unsupported destination address? Network lags? Connection troubles? Minor bugs unaccounted for at that time, but fixed in the recent releases? It's hard to say. Your post dates back to June, we've expanded our team since then and released quite a number of updates, so whatever the reason for this issue was, we should be able to resolve it now. Looking forward to your reply!

So, how much exactly was "stolen"? And from whom? If you read the original thread on Reddit, you'll see that there's not a single person who actually lost money with Freewallet! The reason our users got worried is because they checked their wallet balances on the blockchain explorer and found out the funds aren't there. However, the address displayed in the app is a so-called "hot wallet" used for receiving transactions. We consider keeping the funds there as well as storing private keys locally a risk because if the access to your device is compromised, it would give a hacker an opportunity to steal your assets.

That is why after our user receives a transaction, the funds are moved to the cold storage. Whenever he/she needs to make a transaction, the funds are transferred from the cold storage as well. Their actual balance is displayed in the app; what people see on a blockchain explorer is most likely an intermediary transfer of funds in/out of the cold storage (and our users aren't charged with any fees for such transactions). That's exactly what it was: rebalancing between different cold storages. Not piping our users' funds to an outside source.

People love catchy headlines! $8 million stolen... oh wait, it was $7 million... oh wait, but from whom? If you read the original thread on Reddit, you'll see that there's not a single person who actually lost money with Freewallet! The reason our users got worried is because they checked their wallet balances on the blockchain explorer and found out the funds aren't there. However, the address displayed in the app is a so-called "hot wallet" used for receiving transactions. We consider keeping the funds there as well as storing private keys locally a risk because if the access to your device is compromised, it would give a hacker an opportunity to steal your assets.

That is why after our user receives a transaction, the funds are moved to the cold storage. Whenever he/she needs to make a transaction, the funds are transferred from the cold storage as well. Their actual balance is displayed in the app; what people see on a blockchain explorer is most likely an intermediary transfer of funds in/out of the cold storage (and our users aren't charged with any fees for such transactions). That's exactly what it was: rebalancing between different cold storages. Not piping their funds to an outside source.

Hi everyone,

We'd like to introduce our Bitcoin wallet. Some of you might have used it already, other might have heard about us. Freewallet is a simple mobile app designed and developed by Freewallet team for storing, sending and receiving BTC. There are versions for Android and iOS available, the web-based wallet is currently under development. All Freewallet apps are free to install and use.

Features:

• Login with Email, Facebook, Google+ or a mobile phone number;
• Restore your wallet from any device;
• Send BTC to almost any altcoin address right in the app;
• Top up the wallet with almost any coin and receive BTC;
• Coins are stored in the cold storage for extra security;
• Direct link to the BTC block explorer in transactions details;
• Instant off-chain transfers among Freewallet users with no fees applied;
• Real-time BTC price and charts;
• Balance in fiat currencies;
• PIN code and Touch ID;
• QR-Code Support;
• Optional multisig email confirmation for all transactions;
• Email notifications about balance changes;
• Share your wallet address via Twitter, Facebook, email and more;
• Multiple language support including Chinese, German, French, Spanish, Russian, Hindu and more;
• Friendly and resourceful customer service;
• Simple and beautiful interface.

Our website: https://freewallet.org
Link to the app page: https://freewallet.org/currency/btc
Support Center: https://freewallet.org/support/

About Freewallet

Freewallet is a professional contribution to the cryptocurrency community. Our mission is to bring simplicity to the future of money allowing users to familiarize themselves with popular cryptocurrencies. There are currently 22 apps for Android and 10 apps for iOS available including ETH, XMR, BCC and other monowallets, Multi Wallet for managing multiple coins in one app and Token Wallet for storing, sending and receiving 80+ supported ERC20 tokens.

You can join us on Facebook (https://www.facebook.com/freewallet.org) & Twitter (https://twitter.com/freewalletorg) to keep an eye on our announcements and updates.

If you have any questions about our wallet & services or have any requests, feel free to post them in the comments!