Exchange Support. Lost XEM at an exchange? Post here! [MOVED]

Tech Support
#1313

Hello @rcnemaccount
This is not true that Changelly never received your tokens. They receive tokens but because you don’t attach message code your transaction was not processed automatically.
Did you attach to Changelly this URL:
http://chain.nem.ninja/#/transfer/dd1e7f9782e3576a8a86f9a26d1814ede0406fdc023fe4a3c4da7922721b6064
They always return tokens when the user don’t fill message… I don’t think that it changes in some way.
Maybe some oversight by a person who processes your support ticket?

Last time when we speak on this topic I put you by mistake wrong hash (you have done two transactions to Changelly and I put you hash to 0 XEM transaction). Please make sure you put link to transaction with hash dd1e7f9782e3576a8a86f9a26d1814ede0406fdc023fe4a3c4da7922721b6064 in support ticket.

They should you return tokens because coins are still on Changelly wallet. Please put correct link in Changelly ticket and they should refund transaction. I’m very sorry for mistake I do before.

1 Like
#1314

Еще раз здравствуйте! Я нашел свой хэш транзакции по кошельку и уникальному сообщению, перенаправлял я с Eobot на Cryptopiy 100 XEM но на бирже ничего нет, помогите мне разобраться. Мой хэш: aeb13b1d3475ffd1c0feaf5519df1f542dc388ca69c04e796985491a21a56100 Мой кошелек: NBQ73BYLVGMO7L2WFG2VVOJHOBWWJKW7D3V7UE4E Мой Message : 4fb13cef9e48cac9

#1315

@Sergbsv
Вы должны связаться с Cryptopia, предоставив эту транзакцию hash aeb13b1d3475ffd1c0feaf5519df1f542dc388ca69c04e796985491a21a56100 и попросить объяснить, почему эта транзакция не обрабатывается вашей учетной записью Cryptopia. У криптопии много жалоб, связанных с месторождениями XEM.

@Sergbsv
You must contact with Cryptopia provide this transaction hash aeb13b1d3475ffd1c0feaf5519df1f542dc388ca69c04e796985491a21a56100 and ask for explanation why this transaction is not processed to your Cryptopia account. Cryptopia has many complaints related with XEM deposits.

#1316

hey my friend thanks before for your time…
i sent my XEM to poloniex why its take so long time , i has been waiting it 1 hours and not come in my wallet… this is tx:527924b72e2a15bf7ff9e7c6054102444aa5d0efec96f4f4665440907808390f

  1. http://chain.nem.ninja/#/transfer/527924b72e2a15bf7ff9e7c6054102444aa5d0efec96f4f4665440907808390f
  2. http://explorer.ournem.com/#/s_tx?hash=527924b72e2a15bf7ff9e7c6054102444aa5d0efec96f4f4665440907808390f

i has been use right wallet and using message, i only need patience?
what will be if it has been trought time stamp deadline?

#1317

Спасибо!!! Так и сделаю!!!

1 Like
#1318

@Letterking
All looks OK. I speak with my friend from polish community who want to withdraw and also he can. Probably Poloniex has temporarily (I hope) problem with wallet. You can wait 2-3 hours and if problem still persist contact with Poloniex support.

1 Like
#1319

thanks you my friend i will try call poloniex, thanks for you time, marry christmass

#1320

Добрый день! Я новенький, решил открыть NEM кошелек и выбрал FreeWallet.

Мне перевели две транзакции. А кошелек показывает “0”.

96
Transaction record 9b64887327e8787dd1d6cb24c4ad39bb01a608037e22908d1c10ad333019a5a7

11
Transaction record 35abd2cc661eb21c564a93b1d94f84d6125493b7cffadc0182d49b3963e86519

По транзакциям посмотрел, вроде бы должны были дойти коины.

Помогите разобраться.

#1321

Привет @deber
Для обеих транзакций вы не включали уникальные коды сообщений (видимые в инструкциях по депозитам на Freewallet), требуемые Frewallet для автоматической обработки транзакции.
Вы должны связаться со службой поддержки Freewallet, чтобы обеспечить идентификаторы транзакций:
http://chain.nem.ninja/#/transfer/9b64887327e8787dd1d6cb24c4ad39bb01a608037e22908d1c10ad333019a5a7
http://chain.nem.ninja/#/transfer/35abd2cc661eb21c564a93b1d94f84d6125493b7cffadc0182d49b3963e86519
И информация, что вы не включаете код сообщения.

BTW: Могу ли я спросить, почему вы не используете официальный кошелек, где вы безопасно храните свои секретные ключи на своем компьютере? В таких мультивалютах / обменах всегда проблема, потому что, если у вас нет секретных ключей (они хранятся на сервере Frewallet), вы не являетесь владельцем монет.

Hello @deber
For both transactions, you didn’t include unique message codes (visible in deposit instructions on Freewallet) required by Frewallet to process transaction automatically.
You must contact Freewallet support provide transaction ids:
http://chain.nem.ninja/#/transfer/9b64887327e8787dd1d6cb24c4ad39bb01a608037e22908d1c10ad333019a5a7
http://chain.nem.ninja/#/transfer/35abd2cc661eb21c564a93b1d94f84d6125493b7cffadc0182d49b3963e86519
And information that you don’t include message code.

BTW: Can I ask why you don’t use official wallet where you store your private keys in secure way on your computer? In such a multiwalets/exchanges is always problem because if you are not in possession of private keys (they are stored on Frewallet server) you are not truly the owner of coins.

#1322

Добрый день!

Я понял про ключи. Придется перейти на официальный кошелек. Выбор был прост - забил в поисковике, что первое выпало.

Спасибо.

#1323

@deber

ОК. Если вы меняете ум, официальный кошелек находится на nem.io/downloads.
Удачи

Ok. If you change mind official wallet is on nem.io/downloads.
Good luck

#1324

Уже скачал. Поддержка FreeWallet мертва? Есть шансы забрать мне мои транзакции?

#1325

Существует пользователь @Freewallet, который утверждает, что является официальным членом Freewallet. Вы можете попросить его. Многие пользователи ждут здесь пару дней для ответа на поддержку. Боюсь, вы не получите ответ через пару часов.

There is user @Freewallet that claims be official member of Freewallet. You can try ask him. Many users waiting here couple days for support exchange answer. I’m afraid you don’t get answer in couple hours.

1 Like
#1326

Hi!
NEM didn’t arrive from spectrocoin wallet to bittrex exchange. Everything looks good in spectrocoin, transaction processed.
I put in all neccessary information - address, message, but still nothing in 4 days. And there are no pending deposits in bittrex.
Can you please help?

Recipient: nd2jrp-qiwxhk-aa26in-vga7sr-eeumx5-qai6vu-7hnr
Hash: 2f4de945af05546cecf38ad6c4fe8e5492303f3b8af19174309be938fec78424

#1327

@Liga_Berzina
Yes transaction looks ok. You must create a ticket to Bittrex and provide transaction hash.

With Spectrocoin withdraws which are sent directly to other exchange is something strange because there are not process by recipient exchange (of course message and address are OK). Last week I report this to Spectrocoin and I get an assurance that it will be investigated by Spectrocin IT.
Before solving this issue I suggest not send directly from Spectrocoin to other exchange any coins! First, send to nanowallet and next to exchange (if you want to sell).

#1328

Than you very much for information!

And I did create a ticket both to Bittrex and Spectrocoin, but no answer yet.
Can you please explain, what exactly nanowallet is or what is difference between usual wallet, for example, Spectrocoin and nanowallet?

#1329

@Liga_Berzina
Nanowallet is official NEM wallet. You can download it from nem.io/downloads
Here is how to keep your XEM secure: https://blog.nem.io/how-to-store-your-xem-securely/
When you want to store (not trade or exchange to another crypto) is best and safest place to do it.
In official wallet, you install it on the computer and your private keys and stored on your PC (only you have access to it). If you are using exchanges private keys are stored on an exchange server.
Of course, you trade a lot probably more comfortable will be kept on the exchange. But if you want and send XEM to other XEM addresses I suggest official wallet.
Have a nice day!

#1330

anyone in here have problemb deposite or withdraw in poloniex? i have big problemb my deposite not reflected
in 8 hours in poloniex, and ticket not answer… i deposite XEM

#1331

Déat pawelm
M’y adress is NCCLBA-AWYRQ4-4DHHXO-YSNJO5-75FQA6-SVVMA3-PKUU
Thanks you for tour help to recover my 630nem.

#1332

hello @pcmac
This is your account visible in explorer:
http://chain.nem.ninja/#/search/NCCLBA-AWYRQ4-4DHHXO-YSNJO5-75FQA6-SVVMA3-PKUU

Problematic transaction is this:
http://chain.nem.ninja/#/transfer/a4124b9182e90f691f04c3bdff06245224ed3874561372215b51efc5dc10b08e

Please contact with Changelly support, provide both links and information that you add by mistake encrypted message instead of unencrypted. They should return funds or process manually.