If you forgot or use a wrong Message/MEMO(e.g. BNB, NPXSXEM, XEM, etc), then your deposit will not be credited. You may submit a ticket with the Subject of【Forgot or Wrong Message/MEMO】.
Also, please provide the following information for us to verify the transaction:
1. the screenshot of this transaction in the exchange
2. transaction hash
3. Screenshot of your NPXSXEM/BNB receive address in your XWallet, message that you required to fill it in
4. the identification you used for KYC verification in XWallet
5. A private address to receive(not exchange, not XWallet, not contract or multi-sig)
6.A video that recording the operation of you. The video needs to meet below requirements:
①Login the Exchange Account
②View this transaction history clearly.(to prove that the transaction is operated by yourself)
if you are using nano ledger or any other personal wallets, please show us the wallet address or public key in addition with Transaction details like Hash or TxID.
The operations can only be conducted by authorized staff under carefully security audit. Please be patient as it may cost more than 25 workdays to retrieve the coins.