My cashout failed or was rejected

What a failed or rejected cashout means, how refunds work, and what to do before you try again.

Your coins come back

If a cashout fails or is rejected, the coins go back to your wallet. You do not need to ask for this. The refund shows up as an entry in your wallet, so you can see exactly what came back.

Failed vs rejected

Failed

A failed cashout means something went wrong while sending it. The cause is usually technical, for example:

The payout method was not available for a moment.
The email address had a typo or could not receive mail.
Our reward delivery partner could not finish the order.

A failed cashout says nothing bad about your account. You can usually try again.

Rejected

A rejected cashout means a person on our team reviewed it and decided not to send it. Common reasons:

Signs of more than one account for the same person or device.
A VPN or proxy was used.
The payout email is linked to another account.
Too many rewards were reversed by partners.
We asked questions by email and did not get an answer.

When we reject a cashout, we tell you why, as far as we can.

What to do after a failed cashout

Check the refund in your wallet. Your coins should be back as Available.
Check the email address you used. Fix any typo.
Try again, maybe with another method or value if the first one is not working.
If it fails again, open a support ticket in the Cashout category. Add the date and the method.

What to do after a rejected cashout

Read the reason in your wallet or in our email.
Fix what you can. For example, turn off your VPN, or use the payout email that belongs to you.
Reply or open a ticket if you think we got it wrong. Tell us what happened in a few plain sentences.
Do not make a new account to try again. That will make things worse, not better.

What if my account is on hold?

Sometimes a rejected cashout comes with a hold on the account. While your account is on hold, cashouts are paused. A person will look at your case. If your account has a balance, only a person can ban it, and they always leave a note.

You can appeal any decision through a support ticket. See our Rewards Policy for how appeals work.

Fees and refunds

If your cashout had a fee, it was shown before you confirmed. When a cashout fails or is rejected, we refund what was taken for that cashout, so you are not left paying for something you did not get.

Quick checklist

Coins back in wallet? Good, they should be.
Email correct?
VPN off?
One account only?
Still stuck? Open one ticket in the Cashout category.