What to do if you didn’t provide a Tag/Memo when sending?

What to do if you didn’t include Tag / Memo when sending?

For some cryptocurrencies (such as XRP, EOS, XLM, BNB, TON), the same deposit address is used for all users. In such cases, the Tag / Memo is a unique identifier required to correctly assign the deposit to your account and ensure proper crediting of funds.

1 Are the funds lost?

If you forgot to include Tag / Memo, your funds are not lost. However, they cannot be automatically credited and require a manual recovery procedure.

2 Mandatory video proof

You must record a video from your wallet of at least 10 seconds showing the transaction history. The video must be clear and high quality.

3 What must be visible in the video

The recording must clearly show: sender address, TXID (transaction hash), coin ticker, amount, and transaction date/time. While recording, you must refresh the page to ensure data is up to date.

4 Where to send the information

Upload the video to Google Drive (or another cloud storage service) and send the link together with your TXID to the operator in the website chat for further processing and fund recovery.

Important: without the full set of data (video + TXID), recovery processing may not be possible.