If your withdrawal has been delayed or not credited due to a missing or incorrect Tag/Memo, follow these steps to resolve the issue.
1. Check the Blockchain Transaction Status
• Use a blockchain explorer (e.g., Blockchain Explorer, BscScan, Etherscan, Tronscan) to check if your withdrawal transaction was successful.
•Confirm whether the funds have reached the correct address, but are unable to be credited due to the wrong or missing Memo/Tag.
2. Contact the Receiving Platform’s Customer Support
If your withdrawal has not been credited, promptly contact the customer support team of the receiving exchange/wallet and provide the following information:
•Transaction Hash (TxID): Can be found on the blockchain explorer.
•Your Withdrawal Address: The address from which the funds were sent.
•Receiving Address: The destination address.
•Correct Memo/Tag: If it was entered incorrectly or omitted.
•Incorrect Memo/Tag (if applicable): If you entered the wrong information.
•Withdrawal Amount & Time: The exact amount and timestamp of the transaction.
• Transaction Screenshots: Including withdrawal history and TxID as proof of the transaction.
3. What If Funds Are Still Not Credited?
If the receiving platform cannot recover the funds or refuses to process the request, you can:
•Contact the sending platform (your exchange or wallet) to ask if they have any alternative recovery options.
•Check the platform’s “Recovery Policy for Mis-transferred Funds.” Some exchanges provide manual recovery services for lost transactions.
• Prevent future mistakes: Always verify Memo/Tag information before withdrawing to avoid similar issues.
Recommendations:
• Double-check Memo/Tag before confirming a withdrawal. If you are unsure, refer to the official instructions from the receiving platform.
•Perform a small test withdrawal first. Some wallets allow you to send a small amount before making a large transfer to ensure the details are correct.
For further assistance, reach out to hedgerx Exchange Customer Support.