In blockchain transactions, there are multiple reasons for deposit and withdrawal failure, like the exchange from which you withdraw not confirming the transaction, the receiving platform not confirming, forgetting to enter the memo, entering a wrong memo and chain congestion. Under the over-mentioned situations, you can check the chain status first. If there is no result of your transaction on the chain, please refer to the platform from which you withdraw for help; If the chain status is “comfirmed”, please refer to the receiving platform. When you contact our customer service personnel for help, the following information is required:
1) HyperePay account and the TXID of the transaction;
2) Screenshot of the transaction.