If you have used a wrong payment IP, Memo or Tag, please contact our customer support
department providing the following information that we require for deposit recovery:
- Your account’s email
- Cryptocurrency name
- Transaction ID
- Correct Payment ID/Memo/Tag
Moreover, it’s mandatory to shoot a video where you login into the wallet/service/platform that you used to initiate a transaction to our exchange. In this video, you have to show transaction ID, hash and the date. If you are using hardware wallets like Trezor, Ledger and other, then the hash, transaction ID, wallet address and public key should be clearly visible.
It takes not less than 3 business days to process your request, and in case if we have a higher load, then, unfortunately, it may take more time to recover your lost deposit.