Help
Something went sideways? Start here.
Most answers are below, in plain words. Your order page shows every step of your trip. And a person reads every message.
Sent crypto to the wrong network? Here's what can be saved.
It happens to everyone once: USDT sent on BNB Chain instead of Tron, ETH on Arbitrum instead of Ethereum. Whether it comes back depends on two things, and you can check both in a minute.
- Does the address look the same on both networks?Addresses starting with 0x work on Ethereum, BNB Chain, Arbitrum, Base and more. The coins usually sit at the same address on the other network.A T address can't exist on Ethereum, and a bc1 address can't exist on Solana. If the shapes don't match, the coins can't land anywhere useful.
- Whose address was it?Your own wallet: you hold the keys, so you can reach the coins on the other network yourself.An exchange or a service: only they can move them. Write to their support with the transaction link.
- Was it one of our deposit addresses?Write to us with your Order ID and the transaction link. A person checks whether the coins reached an address we can move, and tells you what can be done.
Your own wallet, same address shape
- Find the transaction on a block explorer for the network you actually used.
- Add that network to your wallet. Most wallets do it in a few taps.
- Your coins show up at the same address. Send them back to the network you meant.
Nobody can reverse a blockchain payment. Posts with a phone number offering crypto recovery for a fee are scams. Never share your seed phrase or private key with anyone, for any reason.
Sending
I sent the wrong coin. What happens?
The mule can't carry a coin it wasn't asked to, so it doesn't swap it. Write to us with your Order ID and the transaction link, and it comes back to an address you choose.
I sent too little.
The mule waits. Open your order: you can add the rest, or write to us and take it back.
I sent too much.
The swap runs as planned, and the extra comes back to you. Write to us with your Order ID and the address you want it on.
I sent after the hour ran out.
Each order holds its price for an hour after you start it. Send later, and nothing is forced on you: write to us, and we re-price it or send it back.
I forgot the memo or comment.
Some coins, like XRP and TON, use one shared address and a memo to tell payments apart. If your order showed one and you left it out, write to us with your Order ID and the transaction link.
How much can I swap?
From $50 up to $29,999 a swap. The desk shows the live minimum for each pair in coins, because some networks need a little more.
Waiting
How long does a swap take?
On Fast, most trips land within the hour. Each pair page shows its own time: the checks your coin needs, the trade, and the payout. On Stealth it lands on the day you pick.
My order says it's waiting for checks.
Every blockchain checks a payment a few times before it counts. Bitcoin needs 2 checks, about 20 minutes; Ethereum 12, a few minutes; Tron about a minute. Your order page counts them live.
My order is held for a moment.
Sometimes a payment gets a second look. A person is on it, your amount is safe, and you never need to show ID. If a trip can't go ahead, it comes back to you.
Do I have to keep the page open?
No. Close it and come back any time with your Order ID and order key, from any device.
Your order
What are the Order ID and the order key?
Your ticket. The Order ID names the order; the order key proves it's yours. Together they open your order on any device. There's no account, so there's no password reset.
I lost my order key.
Write to us with your Order ID and the transaction link of your deposit. The transaction is how we know the order is yours.
Can I change my address after sending?
No, and that protects you: once a deposit arrives, nobody can redirect your coins, not even us. Check the address before you send.
Can I cancel?
You don't need to. If you never send, nothing happens: the order runs out after its hour. Once coins arrive, the trip has started.
Refunds
How do refunds work?
When a trip comes back, you choose the address it goes to, right then. We never ask for one before you start.
Will you ask for ID to refund me?
No. Not before, during or after a swap. A trip that can't go ahead comes back. Nobody holds your coins and asks for papers.
Do refunds cost anything?
The network fee to send the coins back comes out of them. Nothing else.
Safety
Will SilentMule ever ask for my seed phrase or order key?
Never. Not on chat, not by email, not on the phone. Anyone who asks is not us.
How do I know a message is really from you?
We only write from [email protected], and only when you've written to us first. We never call.
Is it safe to swap without an account?
Your new coins only go to the address you paste, and your order page shows every step. On a first trip, send a small amount, watch it land, then send the rest.
What does it cost?
On Fast, the desk shows what lands before you send. On Stealth our fee is 2% to 6%, on its own line. Nothing is taken later.
Still stuck? Write to a person.
Send your Order ID and the transaction link. Never your order key.
Contact us