Since the deposit address for some coins (XRP, EOS, XLM, BNB) is the same for all users, the TAG/MEMO serves as a unique identifier assigned to our account, allowing the exchange to identify the deposit and credit the funds to our balance.
If you are reading this, it likely means an error has already occurred.
The first thing you need to do is stay calm. Your coins are not lost! However, a specific set of actions is needed to help recover them. Please follow these steps carefully:- Record a video of at least 10 seconds from your wallet, showing this transaction in your history. The video must be high quality, so everything is clearly visible. The sender’s address, hash, ticker, amount, and transaction date should be clearly visible. During the video, please refresh the page.
- Upload this video to Google Drive. Here is a guide on how to do it.
- Provide the TXid of your transaction. You can read here about what it is and how to find it in your wallet.
- Send the Google Drive link and the TXid of your transaction to the operator in the chat on our website.
- The operator will create a ticket with the support team of the exchange that received the coins, and once we get a positive response, the request will be processed at the rate at the time the coins are credited to our wallet.
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