If you forget or use a wrong tag, memo or payment id when you deposit to our exchange, please provide the following information in order for us to verify the transaction:
- VCCE account name (email), Coin, Deposit Amount, TxID (Critical), correct Tag/Memo/Payment ID
- NOTE: Please make sure you have passed level 2 verification, if not, please click here to complete and then submit a ticket to our customer support team.
- A video recording the withdrawal record from the source wallet or exchange.
The video needs to meet below requirements:
- You must appear in the video.
- Showing your whole login process from the sender platform, website URL, and withdrawal records like transaction ID or hash and date. If you are using stargazer wallets, nano ledger or any other personal wallets, please show us the wallet address or public key as well as other transaction details such as Hash or TxID.
Due to a large number of requests and it takes a huge amount of time, the solution time might take up to 30 days. Please be patient.
See also: Deposits Does not Arrive