A payment in Mo is not a card payment. There is no chargeback, no clearing window, and no back office. Once the network confirms your transaction it is written into a public record that nobody can rewrite, including Mo.
That is the deal you get with a self-custodial wallet. Nobody can freeze your balance or reverse a payment you meant to make, and the same property means nobody can undo one you did not.
What can and cannot be undone
| Situation | Can it be undone? |
|---|---|
| Confirmed on-chain send | No. Ask the recipient to send it back; that is the only route. |
| Send still pending in the app | Sometimes. If it has not been broadcast yet, the app says so. |
| Bank withdrawal not yet submitted | Yes, until you confirm it. After submission it follows the banking rails. |
| Travel booking | Depends on the rate. Cancellation terms are shown before you pay. |
Check the address before you confirm
A wallet address starts with 0x and is 42 characters long. Mo shows yours on the receive screen with a QR code beside it.
Most typed mistakes fail the address checksum and never leave the app. The ones that do real damage are the quiet ones: pasting an address that is valid but belongs to someone else, or picking a network the recipient does not support. Compare the first four and last four characters against the source, and scan a QR code rather than retyping when you can.
If the person you are paying has a Mo Box tag, use it. A tag is a name, not a string of hex, and it removes the class of mistake entirely.
If money went to the wrong address
Work out who controls the address. If it belongs to someone you know, ask them to send it back. Nothing else will work, and no amount of support escalation changes that.
If you sent to an exchange and something went wrong there, a wrong deposit address, a wrong network, or a missing memo, contact that exchange’s support directly. Give them the transaction hash and the destination address. Exchanges hold the keys to their own deposit addresses and are the only party that can credit or return the funds. Mo cannot open a case on your behalf.
You can find the transaction hash by opening the payment in your activity; the receipt carries the hash and the destination address, and both can be copied.
Nobody can recover your funds for a fee
If an account, a DM, a comment reply, or a search result offers to trace or recover lost crypto, it is a scam. Every time.
The tells are consistent. They ask for a fee before doing anything. They ask for your seed phrase or private key, or ask you to connect your wallet to a site so they can “verify ownership”. They appear within hours of you posting about a loss in public. They show a dashboard with your money already “recovered” and one last payment standing between you and it.
Real recovery does not exist as a service, because the ledger does not have an undo. Anyone who says otherwise is selling you the second loss.
When to contact Mo
Write to support@mo.xyz if you need help reading a transaction, finding a hash, or working out where a payment landed. We can see the same public record you can and explain what it shows. We cannot reverse it, and we will never ask for your seed phrase.