Step 1: Access the Recovery Entry

Web: 

1. Go to the Deposit page
2. Locate the guide message in the upper-right corner for uncredited deposits 
3. Click “Click here to recover” to enter the recovery page

App: 

1. Go to the Deposit page 
2. Locate the guide message at the bottom of the page 
3. Tap “Click here to recover” to proceed
    

Step 2: Determine your recovery type

• Memo/Tag not filled in: If the token requires a memo/tag and it was not filled in during the deposit, you can choose this recovery method.
• Returned by another exchange: If you withdrew to another exchange and were informed that the funds were returned to the original address, you can choose this recovery method.

Step 3: Provide Recovery Details

• Token: The token you deposited or the token that was returned.
• Network: The blockchain network used for the deposit or refund.
• TxID/TxHash: The transaction hash as proof on the blockchain

Note: 

• If the deposit was sent to Zoomex, obtain the TxID from the sending platform. 
• If the withdrawal was made from Zoomex, you can find it under: Funding Account → Transaction History → Withdrawal Records

Step 4: Record a video

1. Log in to the external exchange platform 
   You must successfully log in to the external exchange platform. To protect your login information, you may enter your username and password before starting screen recording. Face ID login / SMS verification / Google 2FA are all acceptable.
2. Deposit/Refund record page
    Navigate to the deposit/refund record page on the exchange.
3. Show the withdrawal record to Zoomex 
   Show the withdrawal record to Zoomex and all deposit/refund transfer details. The details should include the amount, token type, withdrawal date and time, and the full TXID (transaction hash).
4. Show the full refund TXID or redirect to the blockchain 
    If the external exchange does not display the full refund TXID on the history page but provides a blockchain link instead, click the link and show the blockchain information.

5. Include Supporting Communication (If Applicable)
   If the refund TxID was obtained via customer support, email, SMS, or other communication channels, include these records in the video

Video Requirements:

• File size: Less than 200MB
• Format: MP4 or MOV
   

Step 5: Submit the application and wait for review

Fund processing

• Memo/Tag not filled in: Funds will be returned to the original address. Please confirm with the receiving platform in advance that the funds can be successfully recovered
• Returned by Another Exchange: Funds will be credited directly to your Funding Account.