Haven't received my NEM through SHapeshift conversion

Tech Support
#1

Hello,

Last week i did a conversion from BTC to XEM through my Coinpayements account, they work with Shapeshift for conversions, i never received my 561 NEM, i checked in NEM blochain explorer

XEM Transaction
XEM Transaction.png1032×304 16.3 KB
XEM Transaction3
XEM Transaction3.png1220×462 25.5 KB
XEM Transaction2
XEM Transaction2.png1177×483 17.2 KB

As you can see i found the transaction but the NEM message is empty (i think that’s why i never received my Nem…) eventhough i INCLUDED MY EXACT NEM ADDRESS AND MESSAGE before validation the conversion (i always double check before conversions or transfers).

Here is the hash of my transaction: e8c445bb4e6a4e4f11ada785beedf8c0a1c33e4d87f43771d54de79c8b71b197

URL: http://chain.nem.ninja/#/transfer/e8c445bb4e6a4e4f11ada785beedf8c0a1c33e4d87f43771d54de79c8b71b197

Now the worst part:

I opened a ticket @ Shapeshift support and this is their reply after 1 week of waiting…:

Hi there,

Thanks for getting in touch. Your exchange has completed successfully, as you can see here: http://chain.nem.ninja/#/search/e8c445bb4e6a4e4f11ada785beedf8c0a1c33e4d87f43771d54de79c8b71b197

Please refresh your wallet and your NEM should be there!

Let us know if you have any questions.
Thanks for using ShapeShift, have a lovely day!

Best Regards,

Tyler T

Crypto Specialist CBP

I also opened a ticket @ coinpayements and they didn’t reply to me at all…

Can anyone help me please, i want my XEM back, what should i do?

#2

Hmm could you please describe whole proccess of this transaction. I’m not sure why they are two transactions in xem blockchain. Please match address with recipient that I can understand.
Sorry I know you provide a lot details but I can’t figured out how this transaction works and why there are two transactions. Both are done by shapeshift?

#3

Thanks for your reply,

i have a wallet @ https://www.coinpayments.net wich is a multiwallet, there is a conversion option for coins (handeled by a theird party wich coinpayements work with, Shapeshift), i had BTC so i wanted to get some NEM and i converted from BTC to NEM, the conversion was done by coinpayement’s partner Shapeshift.

The transaction in 2nd screenshot is from coinpayements (the BTC that was sent to sahpshift so they can convert it to XEM) here are the details:

Deposit Address: 38cxmSdDo1wz8suRuQH1Q2ckBVJqRbeUV2
TXID: d1b3d3d235ed0b04dfe5b1e8a1d68ac484b3a0a8146a324c3268c67417b2b58f

the first and third screenshot are the same transaction (NEM BLOCKCHAIN EXPLORER V3 and the last screenshot is another blockchain explorer that i forgot it’s name) for the XEM sent from shapeshift to my coinpayements address:

My coinpayements Nem Adress:
NAWY52S4MBWST5JDXDSA4BDDF5GR2CJZ3IZ2DUX7
Message: Da431124243932724

#4

Oh yes. Maybe I’m tired. I have missed that both links directs to same transaction…
As I understand nawy52-s4mbws-t5jdxd-sa4bdd-f5gr2c-jz3iz2-dux7 is coinpayment address?
If coinpayment requires that message should be provided and you are sure you put message that mean we have two possibilities:

  • message was not sent to Shapeshift by coinpayment - that’s mean coinpayment fault
  • message was not included by Shapeshift - that’s mean shapeshift fault

If you are sure that nawy52-s4mbws-t5jdxd-sa4bdd-f5gr2c-jz3iz2-dux7 is coinpayment address you must contact with coinpayment support and ask for manually assign to your account this transaction. You should also report to him potential problem with Shapeshift integration.

#5

At least someone who understands me wich was not the case with Shapeshift cryptospecialist…

So i was right afterall, it is all about the message…so my coins now are with coinpayements but not in my wallet…

Yes that is coinpayements Address wich is mine too but it requires message, the ballance of this wallet just confirms it: 1753578.798290 XEM

CP XEM
CP XEM.png1094×968 84.7 KB

I’am very sure that i included the message before validating the conversion in coinpayements (i also checked letter by letter, number by number, that’s what i always do before validating a transaction), i am aware of its importance just like the destination Tag with XRP transactions and i did dozens of transfers/conversions without problems so far until this one.

I opened a support ticket @coinpayements since last tuesday December,19 but they haven’t replied to me, some people in the coinpayements facebook page are complaining about never receiving answers for their support tickets from coinpayements, in case they don’t reply to me what are my options? what can i do?

Thanks for you help i really appreciate !

#6

Yes. For XEM most exchanges/multiwallets prefer to use one wallet account and use unique message code per user and use this code to assign transaction to correct user.
This has advantages for exchange because it must be stored in safe place only one key and there is no problems with generating addresses per user. But this also causes situations when user forget add message or put wrong message or like probably in your case will be some third party problem. In such a situation transaction are not assigned to anyone account and people trying contact with exchange support (sometimes it’s very hard).
What I can tell you is also try write to Shapeshift (you have proof that they at least answers) and ask why message code that you provided was not attached. They can’t return your tokens because they already sent it (or maybe it’s shapeshift fault and they return?) to multiwallet but maybe they will contact with coinpayment because it looks like problem in conversion integration.

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#7

You have been more helpfull to me than all those supports, thanks again.

I replied to Shapshift’s and sent them a message in facebook too, like you said at least Shapeshift replied…
I guess all i have to do now is waiting and cross my fingers hoping that one of them will fix my problem.

I hope other people in this forum or visitors will learn from this too, usually i do conversions with my CHANGELLY account, never had a problem at all, i will never use Coinpayements conversion again.

I will keep you updated with anything new !

Have a nice day.

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#8

Good luck and have a nice day! :slight_smile:

#9

I received a new email from shapeshift support:

Tyler T (ShapeShift)

Dec 28, 2:11 PM MST
Hello,

Your exchange completed successfully however it looks like the XEM output was sent to CoinPayments’ master address “NAWY52S4MBWST5JDXDSA4BDDF5GR2CJZ3IZ2DUX7” and the required “Message” field identifying the individual user wallet was not detected. Your funds are safe and we are in communication with CoinPayments to ensure that the funds are allocated to each user. The details of your exchange have been recorded and we will notify you soon with more information about this situation. We at ShapeShift are working diligently to resolve this issue and we apologize for any inconvenience.

Thank you for your patience!

Best Regards,

Tyler T

Crypto Specialist CBP

Now i’m feeling more comfortable, a much better and positive response then the first one :slight_smile:

I hope that this made them and Coinpayements aware that there might be a problem in the conversion integration just like you’ve said pawelm

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