Roqqu Old Deposit Address: Where Did My Crypto Go?

[Eldestyoung]

I wonder what Happens to funds sent to a Previously generated wallet address?

I’ve been carrying out several transactions from my Web3 wallet to my Roqqu wallet, where I normally trade and convert my crypto to local currency.

Recently, I logged into my Roqqu account and was prompted to update the app following some maintenance. I updated it but honestly didn’t take the time to explore the app and understand the new features or changes that came with the update.

A few days later, I decided to transfer some crypto from my Web3 wallet to my Roqqu account. Since I already had a previously generated Roqqu wallet address saved in my Web3 wallet, I used that same address, just as I had done with several previous transactions.

However, when I logged into my Roqqu account, I couldn’t find the crypto I had transferred.

I immediately went to check my deposit address, only to discover something shocking, the old wallet address was no longer associated with my Roqqu account and I was being asked to generate a new deposit address.

Now, my question is: What happens to funds sent to a previously generated wallet address that is no longer linked to a user’s account?

Where exactly did my crypto go? Does Roqqu still have access to the old address? Is there a way to recover or trace the funds?

I understand that app maintenance and system upgrades may come with changes, but users should also be properly informed about changes that could affect previously generated deposit addresses.

I’m sharing this experience not just to seek answers but also to create awareness among other crypto users. Please, always verify your deposit address before making a transfer, even if you have used that address successfully in the past.

[Orpichukwu]

Always tries to generate new address at time of use from every service that you are using even if they repeat deposit address.

If the service is legit and they don’t have plans to scam you all you have to do is contact their customer support and provide them with the TX and what ever details they ask for and they will manually deposit your coin maybe at the expense of some fee but the money is not gone it’s still under their control.

[rbynxx]

You may need to check this announcement: https://x.com/roqqupay/status/2114628571733819660?a=CSXA3CTJy6o5vj5QyYc&s=19

Worst is, that the fund may have been lost. It's really pays to be updated to changes or once these exchanges forced an update it should include on the update what are needed to do by users. Happen to me on Binance before too but glad I read some announcement or Ihappen to stumble upon their email to generate a new address. Still, sorry for that or asks their CS if there's a way you could still access the funds.

[Orpichukwu]

Happen to me on Binance before too but glad I read some announcement or Ihappen to stumble upon their email to generate a new address.

When Binance changed most of their deposit addresses, I had already used the new address a few times before a friend who holds the old one, and we had done transactions before funding it without asking me. The deposit did not arrive automatically, but Binance helped me after I contacted them through live support. I guess they told me there was limited time to ask when they can help do that. If Roqqu is going to be fair, they will help OP recover that money because access to that wallet will still be in their possession.

[menachange]

Before you open the ticket, look up the old address on a block explorer. If your coins are still sitting there, or you can see them swept out together with other deposits into one big address, the exchange still controls that address and can credit you manually. If the address shows nothing at all, check that you sent on the right network.

It also helps to prove the address was assigned to you. Your earlier successful deposits to the same address are the best proof, so include their txids with the new one, plus the network, the amount and a screenshot of the address in your Web3 wallet history. Support usually asks for this anyway, and putting it in the first message saves a few days of back and forth.

After a post like this you'll probably get PMs from "recovery experts". Anyone who asks for a fee or your seed phrase to get the funds back is a scammer, since only Roqqu can credit those coins.

[Japinat]

This is sad if they don't have control of the private keys of the old wallet, because they have already warned users and they were very specific about it in their post.

https://teapaw.org/roqqupay

Do not send crypto to your old Roqqu wallet addresses. Funds sent to old addresses may be lost.

This is painful, but you have to contact support and try everything possible, as there might still be a way to recover it.
Good luck!

[stadus]

Well, it's already written in their announcement, so they have evidence to deny the request since the funds were sent to the wrong address that is no longer active. However, I just want to ask OP, have you received an email from them, because I think an announcement alone is not enough since it might not reach everyone but through email, you can surely receive and read it.

I tried to search for old cases, and I found that funds can really be lost if they are sent to a retired address, just like these cases.

Kraken Base and Expired Address this one involved a user.
CoinDCX absorbs $1.6 million loss from internal process failure tied to retired wallet this one involved the exchange itself losing funds.

But with Binance, they have a recovery process even for funds sent to retired wallet addresses.

So this only means that they have different policies.

[Alpha Marine]

I got the notification about the maintenance. I got the notification about the change of address without even going on the app, so I assume they sent it to everybody, but you didn't pay attention to it.
I don't think it's something that should cause much panic. You just need to message the customer representative on Facebook and complain. You should try the in-app customer care representative and an email first, but if they don't reply to you on time and frequently, you should check Facebook. That is where they reply to their customers' complaints the most.

Never use a saved address. Whenever you want to deposit, always go to the site/app and copy the current address. It doesn't matter if you've used it a million times. It may seem inconvenient, but it might save you a lot of stress.

[Zaguru12]

This is painful, but you have to contact support and try everything possible, as there might still be a way to recover it.

I think I have encountered a discussion about this Roqqu change of wallet address where a user actually complained of such problems too but I think it’s been long now and that puts the OP issue in different direction because the exchange might not have access to the private key anymore moreover I don’t like the customer service for Roqqu they usually left one hanging. I used the exchange in the early days of local P2P and left them.

I will still ask the OP to give it a try though because I could recall binance recovering users funds after wallet address change.

Come to think of it OP it’s been long you used an exchange for a self custody wallet it’s wrong to use the existing address without proper verification

[nc50lc]

I think I have encountered a discussion about this Roqqu change of wallet address where a user actually complained of such problems too but I think it’s been long now and that puts the OP issue in different direction because the exchange might not have access to the private key anymore

It would be great if you can find that thread.

Now, my question is: What happens to funds sent to a previously generated wallet address that is no longer linked to a user’s account?

I can't think of any reasonable way that an exchange will lose access to the private keys of their old deposit addresses.
It's as if they're saying that they've burned all the backups after the update which doesn't make sense.

The most probably truth is, they aren't willing to do the intensive technical labor to do the recovery process using their backups.
There's no way that it's totally unrecoverable, it's just they wont bother unless you give them enough reasons to do so like involving the authorities if it's a significant amount.
The bad news is, their TOS may not be in your favor.

[promise444c5]

There’s no way they would change the address without letting you know..they would have sent you a notification  to indicate a change of address, you probably just didn’t notice. If they didn’t, that’s quite suspicious then.

If you asking what happens to your crypto, that’s left for Roque to answer, not us.. They probably have a reason to change the address but somehow , it’s a normal practice they keep the keys incase of situations like this.  So your only chance is talking to Roque directly to see if they can help sending it back to you even if it cost some charges.

You can keep on updating the thread  on how that goes.. we will love to see how it ends. Hopefully, you get your money back . 

BTW,If truly you missed the notification, your chance may drop.

[FinneysTrueVision]

You may need to check this announcement: https://x.com/roqqupay/status/2114628571733819660?a=CSXA3CTJy6o5vj5QyYc&s=19

According to the comments on that post, funds sent to the old address should be credited when you generate a new address. There are many people with the same problem. This was a foreseeable issue and they will likely help recover any lost funds within a certain grace period. The OP should generate a new deposit address and if their missing funds aren’t credited, they should contact their support.

[Japinat]

This is painful, but you have to contact support and try everything possible, as there might still be a way to recover it.

I think I have encountered a discussion about this Roqqu change of wallet address where a user actually complained of such problems too but I think it’s been long now and that puts the OP issue in different direction because the exchange might not have access to the private key anymore moreover I don’t like the customer service for Roqqu they usually left one hanging. I used the exchange in the early days of local P2P and left them.

I will still ask the OP to give it a try though because I could recall binance recovering users funds after wallet address change.

Come to think of it OP it’s been long you used an exchange for a self custody wallet it’s wrong to use the existing address without proper verification

OP has not given any update yet, so probably the situation has not changed. Most likely that's the policy of the company, once the funds are sent to a retired address they're as good as lost, but what if they are still in control of the retired address, so it's possible they are using this to take advantage of people although maybe legally they can get away with it. But I would not trust an exchange like that, they take advantage of people's mistakes even if it's possible that they still retain control of those addresses.

@FinneysTrueVision , thanks for the update, we posted at almost the same time, so I was not able to see it, I'll just edit my post since that's good news you shared, but it would be better if OP could confirm it.

[hugeblack]

Unless the update is necessitated by a security breach or an unauthorized party gaining access to the private keys for those addresses, it is likely that they could update your balance. However, they might choose not to do so because it is costly for them; in such a case—unless the amount is significant—the support team will likely decline to assist you.
Try reaching out to the support team again, even if you previously received a negative response; if you are lucky, they might update your balance.

[Eldestyoung]

I got the notification about the maintenance. I got the notification about the change of address without even going on the app, so I assume they sent it to everybody, but you didn't pay attention to it.
I don't think it's something that should cause much panic. You just need to message the customer representative on Facebook and complain. You should try the in-app customer care representative and an email first, but if they don't reply to you on time and frequently, you should check Facebook. That is where they reply to their customers' complaints the most.

Never use a saved address. Whenever you want to deposit, always go to the site/app and copy the current address. It doesn't matter if you've used it a million times. It may seem inconvenient, but it might save you a lot of stress.

You’re right about that. It’s a lesson worth learning because an address that worked perfectly before doesn’t necessarily mean it will remain active forever. However, I also believe exchanges should do more to ensure users are properly notified of such changes and provide a reasonable recovery process for those who may have missed the announcement. Not everyone checks notifications regularly and losing funds this way is a painful experience.

Meanwhile I’ve already written to Roqqu’s customer support and I’m currently waiting for their response. Hopefully, they can provide a solution

[ultrloa]

I got the notification about the maintenance. I got the notification about the change of address without even going on the app, so I assume they sent it to everybody, but you didn't pay attention to it.
I don't think it's something that should cause much panic. You just need to message the customer representative on Facebook and complain. You should try the in-app customer care representative and an email first, but if they don't reply to you on time and frequently, you should check Facebook. That is where they reply to their customers' complaints the most.

Never use a saved address. Whenever you want to deposit, always go to the site/app and copy the current address. It doesn't matter if you've used it a million times. It may seem inconvenient, but it might save you a lot of stress.

You’re right about that. It’s a lesson worth learning because an address that worked perfectly before doesn’t necessarily mean it will remain active forever. However, I also believe exchanges should do more to ensure users are properly notified of such changes and provide a reasonable recovery process for those who may have missed the announcement. Not everyone checks notifications regularly and losing funds this way is a painful experience.

Meanwhile I’ve already written to Roqqu’s customer support and I’m currently waiting for their response. Hopefully, they can provide a solution

Address expiration happens and this situation is not only happening on the platform you are using, but also with other big exchange to. That's why its great lesson to learn about that you should try to get some updates on the platform you are using. To avoid committing a mistakes.

I experience this similar experience before.

Usually they asked this.

TXID, wallet address, amount deposited, what network and what crypto you transact, also the wallet address used.

To check if you have valid issue. So yeah for now its best to wait for their response, then extend more your patience towards this case.

[noorman0]

Where exactly did my crypto go? Does Roqqu still have access to the old address? Is there a way to recover or trace the funds?

If the migration process still allows users to make deposits, it means they should still have access to the old addresses, and those should be recoverable.
Based on their responses on Twitter to similar complaints, they are able to credit your account; just reach out via the in-app chat feature or their official web support contact.

[348Judah]

Always tries to generate new address at time of use from every service that you are using even if they repeat deposit address.

There was a time I was also using a particular exchange and they needed to update all users deposit address, the circular was passed across to their users and they give a time frame whereby deposit into the old existing address we know longer be available for transaction, this is why it is very important that we stay updated with information as regard to anything we are doing in cryptocurrency, some of these platform would have issued a warning or informed earlier of their action to be taken against a particular update the making.

[rbynxx]

You may need to check this announcement: https://x.com/roqqupay/status/2114628571733819660?a=CSXA3CTJy6o5vj5QyYc&s=19

According to the comments on that post, funds sent to the old address should be credited when you generate a new address. There are many people with the same problem. This was a foreseeable issue and they will likely help recover any lost funds within a certain grace period. The OP should generate a new deposit address and if their missing funds aren’t credited, they should contact their support.

The thing is, that is dated on 26th of October, and OP just posted it yesterday, meaning it already passed before/during the maintenance window. It may be a foreseeable issue but from the likes of it and seeing some new comments on X, it seems they haven't prepared any mitigation plan on it, weeks passed already and still seeing some comments regarding the same issue.

I think OP already did that, and all these customers could do is really wait, or, worst, it won't be resolved, just my wild guess. If it does, kudos to their team.

[Findingnemo]

It is probably lost and the cost of not checking your deposit address before making the deposit is complete loss, I hope the amount you sent is a smaller one.

Technically the platform have the access to your funds but if they are not allowing the deposits to older address and they explicitly mentioned that funds sent to old one maybe lost then it is already and I doubt trying to recover is a lost cause.