"Tag" or "Memo" is an additional address feature required to identify the recipient of a transaction beyond just the wallet address. When you deposit certain tagged coins, such as XRP, EOS, etc., into DOEX via specific blockchains, you need to enter the corresponding Tag/Memo for successful deposit. If you forget to enter or incorrectly enter the Tag/Memo, your deposit will fail.
Note: If you enter an incorrect deposit address or an incorrect Tag/Memo (which has already been used by someone else), DOEX will not be able to assist you in recovering the asset. It is recommended to contact the withdrawal platform or try other methods to resolve the issue.
DOEX Guidelines for Missing or Incorrect Tags/Memos:
✔ Supports recovery only for transfers to DOEX accounts with missing or incorrect tags/memos (provided they haven't been used by others).
✔ Supports only the digital assets that are listed on DOEX.
How to Recover Coins with Missing or Incorrect Tags/Memos on DOEX?
1. Small Deposit Verification
If you forget to enter or enter the wrong Tag/Memo during a coin deposit on DOEX, it may result in funds not being credited to your account. To confirm that the initial deposit was made by you, we need you to make a small deposit from the same deposit source address and enter the correct Tag/Memo (specific amount can be obtained by contacting customer support via support@doex.com). This helps us verify your identity and ensures the security of your funds. We appreciate your understanding and cooperation with our security measures to successfully process your deposit.
For example, if you deposited 100 XRP to DOEX but failed to include the Tag/Memo, causing the funds not to be credited, follow these steps:
- Send an email to support@doex.com or contact online customer service through the Help Center and explain your situation.
- The customer service representative will ask for a specific small deposit amount (e.g., 10 XRP) and require you to enter the correct Tag/Memo when making the deposit.
- Use the same XRP deposit source address to make the small deposit (ensure the correct Tag/Memo is entered).
- After completing the small deposit, notify customer service promptly for verification.
2. Provide the Following Information:
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Text Information Please provide the following information to DOEX customer service:
- Your DOEX account UID;
- Coin type and amount withdrawn;
- Name of the withdrawal exchange/wallet;
- Transaction Hash (TXID);
- Correct receiving address and Tag/Memo.
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Related Screenshots and Screen Recordings For example, if you initiated a withdrawal from Exchange A, you need to provide the following:
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Screen Recording Content:
- Transfer record: Start recording from the login interface of Exchange A (you may log in before recording) -> Enter the withdrawal record interface of Exchange A -> Display clear and visible withdrawal information (time, coin type, amount, address, full TXID).
- Blockchain record: Select the withdrawal information from the withdrawal interface of Exchange A -> Jump to the blockchain link -> Display clear and visible blockchain information (amount, coin type, transfer date and time, and complete TXID).
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Screenshot Content:
- Withdrawal page screenshot: Needs to include detailed information of the order (withdrawal time, coin type, amount, address, full TXID).
- Personal information page screenshot: Needs to include your personal information on Exchange A (account ID, email/phone number, real-name authentication information, etc.).
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Screen Recording Content:
Note: The recorded video should contain at least 2 jump interfaces; the provided transaction hash should not be older than one month.
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Identity Proof Documents Please submit a photo of yourself holding your ID and a handwritten note, with the following requirements:
- All information must be clearly readable, and facial features must be clearly visible.
- Proof document information must match the applicant's details.
- The uploaded photo/document must be an original file; no photocopies or edited files/photos are accepted.
- Check the document expiration date to ensure validity.
- Your handwritten note should include the following:
- Name, DOEX account UID, deposit coin type, deposit amount.
- The matter to be handled (e.g., XRP Tag not filled in/incorrect recovery).
- I confirm this document belongs to me and was applied for by myself on dd/mm/yyyy.
Important Notes: Since asset recovery involves significant manual effort, a 10 USDT handling fee will be charged. If the remaining amount after deducting the fee is less than the minimum withdrawal amount, we will not be able to assist you in recovering the asset.
Bonus: If you successfully recover your deposit via manual recovery and the 10 USDT handling fee is deducted, you can contact customer support to apply for a 10 USDT trial bonus as a compensation benefit during contract trading on DOEX. Each person is limited to one application.
DOEX Team
August 13, 2024
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