Please note that the wrong or without tag/memo will result in the loss of your assets.
If you didn’t tag or used the wrong tag for your deposit, you’ll need to record a video and send it to us at Support Center so we can help.
- KYC1 is a requirement for deposit with tag issue. (Learn more about "How do I complete identity verification level 1?")
- Deposit video proof
- Sending platform: Wallet (Such as Metamask)
- Record starts from the phone's home screen to opening the app (Mobile) or the wallet extension from your internet browser (Computer)
- Showing the transaction with the full TXID
- Showing the login process of OKX account
- Sending platform: Exchange (such as Binance)
- Record starts from the login page (It can be started from login with password/ fingerprint/ pattern lock/ 2FA page)
- Showing the transaction with full TXID
- Showing the login process of OKX account
- Sending platform: Wallet (Such as Metamask)
The above information submission does not guarantee that your lost asset is secured or refundable. Retrieving assets is subject to the actual situation.
Attention:
Sub-shots or any cut editing and picture-in-picture will be considered invalid submission
- Supported video formats: avi, mp4, mov
- The information displayed in the pre-opened webpage, downloaded data, screenshots, emails, etc. will be regarded as content of no reference value
- Please show your operation process on the same device, switching devices will be regarded as invalid video
- If the TXID is not showing in full, please copy the TXID and paste it to a note.
Please make sure the uploaded video contains the content listed above. Otherwise, it may slow down the progress of your review.
Kindly send all the required details to Support Center by using your registered email address.
*Please note that once the token is credited into your OKX account, the case is considered fully resolved
