Recovered funds go out to a payout destination you control: a bank account or a crypto wallet address. You add it once, it is verified, and then it can be used.
Adding a bank account
You will be asked for the account holder name, the account number or IBAN, the routing details for your country — sort code, SWIFT/BIC, or the local equivalent — and the bank's name and country. The account holder name must match your verified identity. We cannot pay a recovery into somebody else's account, including a spouse's or a company's, because doing so defeats the point of verifying who you are.
Bank details are stored encrypted.
Adding a crypto wallet
You will be asked for the address and the network. Get the network right. An address that looks valid on two chains, paid on the wrong one, sends funds somewhere unrecoverable — and unlike your original loss, that one would be nobody's fault but the form's. Copy and paste the address; never retype it. Then check the first and last five characters against the source, because clipboard-hijacking malware exists and swaps addresses silently.
If your wallet is at an exchange, confirm the exchange accepts deposits on that network and that the address is a deposit address for the right asset.
The 24-hour cooling-off period
A newly added destination cannot be used for 24 hours. This is the most effective single control against account takeover: somebody who gets into your account cannot add their own wallet and drain your balance in the same sitting. You are notified when a destination is added, so if you get that notification and did not add one, you have a day to act.
The same applies to a changed destination. Plan around it: add your destination before you need it, not while a withdrawal window is closing.
Verification
Destinations are reviewed before use. A destination can be rejected if the name does not match your verified identity, if the details are incomplete, or if the address is associated with sanctioned or high-risk activity. You are told the reason.
Keeping it safe
- Enable two-factor authentication on your account here and on the wallet or bank at the other end.
- Never share your wallet's seed phrase or private key with anyone, including us. We never need it, and we will never ask. Sending money to an address requires only the address.
- If you suspect your account has been accessed, raise a ticket immediately and we can hold withdrawals on your account while it is sorted out.