The information provided in this article is for informational purposes only and should not be construed as legal, financial, or investment advice.
Users are responsible for ensuring they send supported cryptocurrencies using supported networks. Shakepay may not be able to recover coins or tokens sent using an unsupported asset or network, and recovery is not guaranteed.
Please refer to our Terms of Use and Privacy Policy for more information. If you have questions about a transaction, contact our Customer Support team before proceeding.
What coins and networks does Shakepay support?
Shakepay supports deposits and custody for the following cryptocurrencies on their respective networks:
bitcoin (BTC) on the Bitcoin network
ether (ETH) on the Ethereum network
USD Coin (USDC) on the Ethereum network
Always confirm that Shakepay supports both the cryptocurrency and network before sending funds.
Shakepay does not support other tokens, such as SOL, DOGE or BCH, for trading or custody. However, eligible ERC-20 tokens, such as USDT, SHIB and DAI, may be converted into CAD, USD, BTC or ETH using Auto-swap.
Can I send other tokens to Shakepay using Auto-swap?
You can send eligible ERC-20 tokens to your Shakepay Ethereum address when Auto-swap is enabled.
Auto-swap automatically converts eligible tokens into your selected supported currency:
Canadian dollars (CAD)
United States dollars (USD)
bitcoin (BTC)
ether (ETH)
The original token is not held in your Shakepay account. Auto-swap eligibility does not mean Shakepay supports the original token for trading or custody.
Before sending a token, review the Auto-swap article and confirm that the token and network are eligible.
Which tokens and networks are eligible for Auto-swap?
Auto-swap supports many eligible ERC-20 tokens, including tokens such as USDT, SHIB and DAI.
Auto-swap currently supports eligible tokens sent on:
Ethereum
Arbitrum
Polygon
Base
Not every token on these networks is eligible, and eligibility may change over time.
A minimum token value equivalent to $10 CAD is required for Auto-swap to process an eligible token. Only funds sent to Ethereum addresses generated after January 2023 may be eligible for Auto-swap recovery.
Binance Smart Chain (BSC), KCC and other networks not listed above are not eligible for Auto-swap. Funds sent using an ineligible network may not be recoverable.
What should I do if I sent an unsupported token?
If you sent an unsupported token to Shakepay, check Auto-swap first:
Open the Shakepay app and sign in.
Open Settings by tapping the gear icon.
Tap Automations.
Tap Auto-swap.
Turn on Auto-swap.
Choose whether eligible tokens should be converted into CAD, USD, BTC or ETH.
Confirm your selection.
If Shakepay has detected an unsupported token in your account, you may also see a banner on the main screen:
Tap the unsupported-token banner below the Add and Send buttons.
Tap Enable Auto-swap.
Choose the currency you want to receive.
Tap Confirm.
Tap Done.
If the token is eligible, Auto-swap will attempt to convert it into your selected currency. Most conversions are completed within a few minutes, but timing may vary based on network activity and token liquidity.
What should I do if Auto-swap is unavailable or fails?
If your token is not eligible for Auto-swap or the conversion fails, contact Shakepay Customer Support to determine whether another recovery option is available.
Auto-swap may fail because:
the token is not eligible
the network is not supported
the token does not have sufficient liquidity
market conditions are highly volatile
network conditions prevent the conversion
the transaction cannot be completed safely
Manual recovery may be possible in some cases, but it is not guaranteed.
How long does manual recovery take?
Manual recovery can take several weeks or longer. The time required depends on the token, network and technical work involved.
Shakepay cannot guarantee that an unsupported token will be recovered or provide a guaranteed completion date.
Why can’t Shakepay always recover unsupported tokens?
Shakepay cannot always recover unsupported tokens because each blockchain network operates using different protocols and rules.
Shakepay’s infrastructure is designed to monitor and process supported assets on supported networks. Funds sent using another asset or network may not be detected, credited or accessible through Shakepay’s normal systems.
Auto-swap can process certain eligible tokens and networks, but it cannot process every unsupported transaction.
Can Shakepay give me the private key?
Shakepay cannot provide customers with the private keys associated with its wallet infrastructure.
Shakepay uses wallet providers to secure the private keys connected to its deposit addresses. Customers and Customer Support do not have direct access to those private keys.
What information should I provide to Customer Support?
If Auto-swap is unavailable or fails, contact Shakepay Customer Support from the app:
Open the Shakepay app and sign in.
Tap the Settings gear.
Tap Help.
Tap Support Chat.
Tap Send us a message.
Include the following information:
the transaction date and time
the token and amount sent
the transaction ID
the network used
the Shakepay address that received the token
a return wallet address that supports the original token and network
The return address must not be another Shakepay address.
Customer Support will review the transaction and determine whether manual recovery may be possible. Recovery is not guaranteed.