In the event that users are requested to complete a verification process, screen recording becomes an essential component for us to ensure the security and legality of transactions and accounts. Understanding that there are various crypto deposit methods that users may use, please find below examples and detailed instructions on each method for you to prepare your materials.

 

Scenario A: Deposit or refund from other crypto exchanges or cold wallets, and TXID can be found

Please refer to this example if you have made a deposit via an external exchange / cold wallet, and transaction details can be found on their websites.

 

Step 1: Log in to the corresponding exchange platform or cold wallet.

To protect your login credentials, you may consider entering your username and password before starting the screen recording. All of the following verification methods - face ID login, SMS code and Google 2FA - are acceptable to use during the verification process.
 

 

 

Step 2: Visit the deposit or refund record page to view both the Return and Deposit TXID.
 

Note: Please remember to show us the full refund TXID. If the TXID is not fully displayed, please click on the TXID link and you will be redirected to the corresponding blockchain explorer.
 

 

 

 

Scenario B: Deposit or refund TXID details cannot be found on the external exchange or cold wallet

In the case where the deposit details cannot be found on the exchange platform you used to deposit before, please contact the customer support of the external exchange platform or cold wallet to obtain the deposit or refund details.

 

Method A: Via Live Chat Support

1. Log in to the external exchange platform where you made the deposit
2. Find the live chat option for customer support
3. Verify your deposit or refund details and show us the TXID

 

Method B: Via Email

It is important to ensure that the full picture of your email is visible and that all necessary information is included in your screen recording.

1. Log in to your email account
2. Show us the deposit or refund details including:
   1. Sender email (Support by the exchange)
   2. The date and time the email was received
   3. Deposit and/or refund details, including amount, coin type, transfer date and time, as well as the completed TXID