Caleb & Brown is unable to recover any of your assets if you have sent them to an incorrect or invalid cryptocurrency wallet address. For instance, if you are sending your coins to Caleb & Brown for cold storage, but the address that you have sent them to is wrong, then those assets have unfortunately been sent elsewhere to a different wallet.
Similarly, if you have requested your broker to send your coins to an address but you have provided the address incorrectly, your coins may be sent elsewhere and you will not receive them.
Please ensure that you are providing or entering the correct wallet address when depositing or withdrawing your coins to guarantee the safe passage of your assets to and from Caleb & Brown.
If you are concerned about a recent cryptocurrency deposit or withdrawal you have made with us, please reach out to your broker via phone or email. You can also call our support help desk on +61 1800 849 149 (Australia/International) or +1 (844) 494 6515 (North America), from 7am to 5pm (AEST).