Sent BTC were not received by other party

[addyownage]

I was converting my BTC into another currency using ChangeNOW. I sent BTC to the address provided, but it took too long. I increased the fee, and the transaction went through only for the other party to not receive the BTC into the address they provided. I've sent screenshots to their team, but they claim they have not received any funds to their BTC address, even though the transaction was confirmed. Additionally, their response was:

"Your exchange has failed as the initial deposit was pruned out of the mempool.

No deposit was detected after that."

Is there anything I can do to recover these funds?

[1715172553]

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[OmegaStarScream]

I could be wrong but I'm guessing that the exchange doesn't support RBF and that's why they were unable to detect it properly although, I don't see how they could claim not receiving the funds when it clearly shows that they did and they can manually check that.

They are sadly the only ones who could help you with the situation because since the transaction is already confirmed, there's no way to cancel it now.

[HCP]

Is there anything I can do to recover these funds?

Yeah... you should send them a link to the transaction showing your deposit to the correct address and ask them to credit you for that deposit.

They really should update their systems to automatically recognise when a transaction is replaced by RBF if that is the cause of the issue

[Charles-Tim]

It is good not to use replace-by-fee while dealing with a centralized organization, like ChangeNow, Changelley and while purchasing goods or service online. If you use replace-by-fee of the transaction will be changed as well as the transaction ID.

But the issue will be solved if you can explain very well to their customers care what you did. It is evident that your address still sent the same amount of coin, only the txid changed.

But if replace-by-fee caused this, it is surprising that this could cause a problem to anyone using instant exchange service. But explaining to their customer care should solve this.

Give update about this, so we will know what finally happen.

In a true decentralized exchanges, this would have been easy and solved through dialogues.

[o_e_l_e_o]

But if replace-by-fee caused this, it is surprising that this could cause a problem to anyone using instant exchange service.

The issue is how many payment processors or exchanges set up their automated systems. They generate a deposit address, and then watch for an incoming transaction. Once they see an incoming transaction, they then watch that individual transaction to see when it gets confirmed and stop watching the address, since they will never reuse that address again. If the transaction is RBFed to bump the fee, since the new transaction involves a completely new hash, then the transaction they are watching is dropped from the mempool and they don't bother looking for a new one.

Sounds like OP has received an automated response and his case hasn't been looked at by a real person. Provided he checks the address is correct and he didn't inadvertently send the coins somewhere else with his replacement transaction, then the only option is to get an actual human at ChangeNOW to look at the deposit address and see that a deposit has been made.

[dkbit98]

Is there anything I can do to recover these funds?

You can show them transactions if it's confirmed on the blockchain, but I am not sure how ChangeNOW is generating addresses for all customers.
Screenshot images can be edited but you can't edit and make fake transaction if it's confirmed, but you should know the risk of using centralized instant exchanges.
It is also possible that you used some phishing website or you have some clipboard malware on your computer that generated fake receiving address, but this is juts a speculation.
Do you know what happen with Bitcoin you sent, and can you post transaction in public (or in private message) for better inspection?

[BitMaxz]

What exactly pair did you use to exchange BTC?

According to their Status page, there are some pairs that are currently disabled and maybe the pair you use is currently disabled.

Check this page https://changenow.io/status-page and look for pair status.

You should contact them if you sent it to the pair which is currently disabled and maybe you will get some refund and tell the other party if they can able to receive other crypto instead?

[hosseinimr93]

According to their Status page, there are some pairs that are currently disabled and maybe the pair you use is currently disabled.

This can't be the problem.
I just visited ChangeNOW and selected a disabled pair.
They didn't give me a deposit address at all. I got an error saying "Trading pair is not available now. Please, check back later."
As others said, the problem is probably that they don't track the new transaction when the original one is replaced by another one using RBF feature.

[OmegaStarScream]

I just reached out to their support, so here's a confirmation from them:



So like I said before, what I'd advise you to do (@OP) is to send them a link of your TXID, use Blockchair for that since it shows whether a transaction has RBF enabled or not, and explain that you increased the fees which resulted in a new TXID.

Unless they gave you a warning when generating the invoice, I see no reason why they wouldn't refund you.

[Pmalek]

This will be solved when you get in touch with their customer service department. Explain the situation calmly and back it up with transaction IDs and screenshots. They have your coins and they will either exchange them according to the current exchange rate or send them back to you.

On a different note.
If you really have to use instant exchanges, it is possible that you can find better deals elsewhere. Check out the signatures that members like hosseinimr93 or Charles-Tim are wearing. BestChange. The service will find you the best exchange deals for that particular pair.