Memo/Tag/Comment is a MUST when depositing Label Coin to CoinEx. Your deposit will not be credited if you don't include or provide a correct Memo/Tag/Comment. In this case, you can apply to [Retrieve Uncredited Deposit].
Note: In special cases, if the labels you filled in incorrectly happen to belong to another CoinEx account, the deposit cannot be retrieved.
The methods to submit [Apply to Retrieve Uncredited Deposit] to retrieve label coins are as follows:
On Web:
1. Follow the steps below to enter the page of "Apply to Retrieve Uncredited Deposit":
Method 1: Visit the "Deposit" page and click [Self-Retrieve].
Method 2: Click [Retrieve Uncredited Deposit] on the homepage of the "Help Center".
2. Filling the Coin, Network, Recipient Address For Deposit, Deposit amount, and TXID according to the prompts. To ensure the accuracy of the content, please use copy and paste as much as possible to fill in the transaction information. After completing the filling, click [Save].
If you obtain transaction information from the customer support, please fill in according to the information provided by customer support. If you have any questions, please submit a ticket to contact us.
3. Enter the "Supplement Documents" page in the following way:
Method 1: Click the [Supplement Documents] on the pop-up window.
Method 2: Click [View Details] in the application history to enter the "Submit Documents" page.
4. Complete the second deposit verification transaction according to the instructions, check [I have completed the deposit verification transaction], and click [Next].
The deposit must meet the following requirements:
- The sending address and receiving address must be consistent with the sending address and receiving address of the deposit that has not been received.
- The deposit verification transaction must be correctly labeled.
- Be sure to perform the deposit verification AFTER submitting the self-service retrieval application, otherwise, the application will be rejected.
Note:
- If the deposit amount displayed on the page is lower than the minimum withdrawal amount of the withdrawal platform, the deposit amount can be increased as needed.
- If you have completed the deposit verification that meets the requirements, but were rejected because of uploading incorrect information before, you do not need to do the deposit verification again.
- If your withdrawal platform does not have a place to fill in the memo, or there are other abnormal situations that may cause the deposit verification to fail to arrive, please stop doing the deposit verification and submit a ticket to contact us.
5. Submit the corresponding materials according to the instructions on the page:
- Payment proof of your uncredited deposit: screenshots of the transfer records of the uncredited deposit on the sending platform. The screenshots must include the cryptos name, amount, receiving address, and TXID.
- Payment proof of the new deposit: screenshots of the transfer records of deposit verification transactions on the sending platform. The screenshots must include the cryptos name, amount, receiving address, and TXID.
- Payment proof of the above two transactions is displayed on the same page.
After completing the information submission, check [I'm aware that the unqualified application will be rejected] and click [Confirm].
6. If you need to provide additional information, please submit it through [Message Center] > [View Now] or [Application history] > [View Details] on the "Apply to Retrieve Uncredited Deposit" page.
Note: After submitting all required documents, please wait patiently. You can check the processing status of the corresponding application. If you have any questions, please submit a ticket to contact us.
On APP
1. Follow the steps below to enter the page of "Apply to Retrieve Uncredited Deposit":
Method 1:
(1) Log in to your account, and click the [Avatar] icon in the upper left corner.
(2) Scroll down the page, find and click [Help Center].
(3) Click [Retrieve Uncredited Deposit].
Method 2：
(1) Tap [Assets] > [Deposit].
（2）Tap the [Deposit Record] icon；
(3) Tap [Deposit Uncredited?] to jump to the "Apply to Retrieve Uncredited Deposit" page.
2. Complete the Coin, Network, Recipient Address For Deposit, Deposit amount, and TXID. To ensure the accuracy of the content, please use copy and paste as much as possible to fill in the transaction information. After completing the filling, click [Save].
If you obtain transaction information from customer support, please fill it in according to the information provided by customer support. If you have any questions, please submit a ticket to contact us.
3. Click [Supplementary Documents] to enter the information submission interface.
Note: If you exit this page midway, you can go to [Deposit Record] > [Deposit not received? ] or [Help Center] > [Retrieve Uncredited Deposit], scroll down to find the application history, and click [View Details] for the corresponding retrieval application.
4. Complete the second deposit verification transaction according to the instructions, check [I have completed the deposit verification transaction], and click [Next].
The deposit must meet the following requirements:
- The sending address and receiving address must be consistent with the sending address and receiving address of the deposit that has not been received.
- The deposit verification transaction must be correctly labeled.
- Be sure to perform the deposit verification AFTER submitting the self-service retrieval application, otherwise, the application will be rejected.
Note:
- If the deposit amount displayed on the page is lower than the minimum withdrawal amount of the withdrawal platform, the deposit amount can be increased as needed.
- If you have completed the deposit verification that meets the requirements, but were rejected because of uploading incorrect information before, you do not need to do the deposit verification again.
- If your withdrawal platform does not have a place to fill in the memo, or there are other abnormal situations that may cause the deposit verification to fail to arrive, please stop doing the deposit verification and submit a ticket to contact us.
5. Submit the corresponding materials according to the instructions on the page:
- Payment proof of your uncredited deposit: screenshots of the transfer records of the uncredited deposit on the sending platform. The screenshots must include the cryptos name, amount, receiving address, and TXID.
- Payment proof of the new deposit: screenshots of the transfer records of deposit verification transactions on the sending platform. The screenshots must include the cryptos name, amount, receiving address, and TXID.
- Payment proof of the above two transactions is displayed on the same page.
After completing the information submission, check [I'm aware that the unqualified application will be rejected] and click [Confirm].
6. If you need to provide additional information, please submit it through [Message Center] > [View Now] or [Application history] > [View Details] on the "Apply to Retrieve Uncredited Deposit" page.
Note: After submitting all required documents, please wait patiently. You can check the processing status of the corresponding application. If you have any questions, please submit a ticket to contact us.