Memo issues (training)

1. MEMO ISSUES

2. Introductions

What is memo?
Why there is memo
for some tokens?
Memo is:
- an additional address feature
- to identify the recipient
- without memo / with incorrect
memo, the deposits cannot be
credited to its owner's wallet.
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3. Introductions

- For example:
Every user on MEXC will have the same address of XLM, only memo is different
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4. Introductions

Memo code might have different names such as:
- Memo
- Destination tag/ID
- Payment ID
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5. 1. NO MEMO ISSUE

6. NO MEMO ISSUE

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7. NO MEMO ISSUE

If you see that the user did not fill in memo and the address belongs to the user:
- Inform users that we will deduct 14.2 USDT from the original amount and ask for the user’s
agreement.
- Ask the user to make another deposit of a small amount from the same address/platform
to his MEXC’s account with the right memo.
=> If user agree, we will go to the next steps
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8. NO MEMO ISSUES

Collect all the required information:
+ A selfie holding the ID document and a paper ("MEXC.com", MEXC registered
email, bound phone number current's date, request: No memo issue)
+ The withdrawal screenshots for both transactions: with memo and without
memo
+ The screenshots showing two transactions on the same page to prove that
user has sent tokens from the same address to his/her account
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9.

Please note that:
-
User need to complete KYC for this request
-
We need to calculate how many tokens will be
deducted and how many tokens will be credited
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10. EXAMPLE

- User’s email: [email protected]
- Hash: https://www.mintscan.io/cosmos/txs/2210C0A0DB57B73E50C8CC74BB0F5C3726C3D1BAE0A2433BCFB11E616FB7B9E4
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11. How to submit on Support group

- UID: / Email: [email protected]
- Details: user deposited ATOM, no memo code
- Quantity: 1 ATOM
- Hash 1 (no memo):
https://www.mintscan.io/cosmos/txs/2210C0A0DB57B73E50C8CC74BB0F5C3726C3D1BAE0A243
3BCFB11E616FB7B9E4
- Hash 2 (with memo):
https://www.mintscan.io/cosmos/txs/CF58592DBB00913EFB796CBB4BFC2E5F2197F1C91964F4B14
A838A863F520CE2
- User agreed to be deducted 14.2 USDT from the amount, We will charge 14.2 USDT
= 0.45880452342 ATOM for the fee
Credit amount: 1-0.45880452342 = 0.54119547658 ATOM
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12. Required photos

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13. What if the wallet/platform does not support history records and user cannot provide the screenshots include both transactions?

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14. There are two scenarios

The wallet does not support
withdrawal history?
+ The wallet screenshot showing
the address of the user
+User also can contact support
of the platform/ wallet and let
them email to us to confirm that
user has sent these two
transaction from the same
address
User made deposit without memo
code for long time ago and just
made the right one so user could
not provide the screenshot include
both transactions on the page
=> will ask for video
record to prove that user
has transferred from the
same address to us
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15. 2. WRONG MEMO ISSUES

16. WRONG MEMO

For the memo code, you can
compare the code showing on the
hash with the code of user’s
address on the system, if they are
different, that means user filled
wrong memo code.
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17.

Can ask support group if the memo code
belongs to another account or not by this
way
GCDBX7GTQWJFTAJCJUGV4KXJZE6Q527YRLW75GYDJ2ODSV
BOXCS4W7VS , memo code: 144778 belongs to another
account or not!
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18. IF MEMO BELONGS TO ANOTHER ACCOUNT ON MEXC

- Memo belongs to user that
registered with email address:
we can send an email to
that user to ask to refund
the amount but can not
guarantee the result
- Belongs to an user who did not bind with
any email address:
We can suggest user to contact
police department and we will wait
for the email from the department to
[email protected] and then can
proceed further
IF MEMO DOES NOT BELONG TO ANY ACCOUNT ON MEXC
We can proceed with the same procedures as no memo issues
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19. ADDITIONAL CASES

If users want to make
the withdrawal but the
receiver
platform/wallet does
not requires memo
If users make deposit to MEXC from
a wallet which does not have any
place to fill in memo, we can ask for
a screenshot showing that platform
actually does not require memo for
withdrawal. => we can ask for
manual credit to his account

20. SUMMARY

MEMO ISSUE
Bound with email
WRONG
MEMO
BELONGS TO
ANOTHER ACCOUNT
BELONGS TO NO
ACCOUNT
NO MEMO
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Not bound with
email

21. THANK YOU FOR LISTENING!

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