To maintain the highest standards of security and regulatory compliance, our platform may occasionally request users to verify certain transactions. This process often involves providing a screen recording to clearly demonstrate the legitimacy of your deposit or withdrawal activities. This guide will walk you through the exact steps required to create a proper verification recording for different scenarios.
Understanding why this verification is necessary is the first step. In the dynamic world of digital finance, ensuring every transaction is legitimate protects both the individual user and the broader ecosystem. A clear screen recording provides unambiguous evidence, helping resolve queries quickly and efficiently.
When Is a Screen Recording Required?
You might be asked to provide a screen recording if:
- There's a discrepancy in a deposit amount that reached your account.
- A withdrawal requires additional confirmation for security clearance.
- A transaction lacks a clear TXID (Transaction ID) or needs further provenance.
- It's part of a routine, randomized security audit to prevent fraudulent activity.
This procedure is a standard security practice across reputable financial and digital asset platforms designed to safeguard user funds.
Preparing for Your Screen Recording
Before you start recording, ensure you have everything ready for a smooth process:
- Stable Internet Connection: Avoid interruptions during the recording.
- Updated Browser: Use a recent version of a major browser like Chrome, Firefox, or Safari.
- Clear Screen: Close any unnecessary tabs or applications to avoid sharing sensitive, unrelated information.
- Required Information: Have your login details for the relevant external platform or email service handy.
Important Security Note: For your safety, you can manually enter your username and password after you have started the screen recording. This prevents your credentials from being stored in the recording file. All standard login methods (Face ID, SMS code, Google Authenticator app, etc.) are acceptable to use during the verification process.
Scenario 1: Verifying a Transaction with a Visible TXID
Follow this guide if you initiated a deposit or withdrawal from an external exchange or cold wallet and can easily locate its transaction ID (TXID) within that platform's interface.
Step-by-Step Recording Instructions:
- Begin Recording: Start your screen recorder. Ensure the entire browser window or application is in frame.
- Navigate to the Platform: Open a new browser tab and go to the website of the external exchange or cold wallet service you used.
- Log In: Carefully log into your account. Remember, you can type your credentials after the recording has begun.
- Access Transaction History: Once logged in, navigate to your wallet section and find the "Transaction History," "Transfer Records," or "Funds History" page.
- Locate the Specific Transaction: Scroll or search to find the specific deposit or withdrawal transaction in question.
- Display TXID Details: Click on the transaction to view its detailed overview. Your recording must clearly show the complete TXID, the date and time of the transaction, the amount, the currency type, and the transaction status (e.g., Completed).
- Verify on the Blockchain (Optional but Recommended): For extra clarity, you can click on the provided TXID link. This will redirect you to a blockchain explorer (like Etherscan for Ethereum-based assets). Show that the transaction details on the blockchain match those in your exchange history. This is the ultimate proof of the transaction's validity.
Scenario 2: Verifying a Transaction Without a Visible TXID
Sometimes, the TXID might not be readily visible in your transaction history on the source platform. In this case, you will need to contact that platform's customer support to obtain official proof.
Method A: Obtaining Proof via Live Chat Support
This is often the fastest method to get the required information.
- Begin Recording: Start your screen recording session.
- Log In and Navigate to Support: Log into the external exchange and find the "Support" or "Help" section. Locate and open the "Live Chat" feature.
- Request Transaction Details: In the chat, clearly ask the support agent for the transaction details and TXID for your specific deposit or withdrawal. Specify the date, amount, and currency.
- Record the Conversation: Keep the recording running until the agent provides the complete TXID and all relevant details within the chat window. Ensure the entire conversation, including the TXID, is clearly visible on screen.
Method B: Obtaining Proof via Email History
If you received a confirmation email for the transaction, this can serve as valid evidence.
- Begin Recording: Start your screen recorder.
- Log Into Your Email Account: Open your email service (e.g., Gmail, Outlook) in a new tab and log in.
- Locate the Confirmation Email: Use the search function in your email to find the transaction confirmation message from the external exchange.
Display Key Email Details: Your recording must clearly show:
- The sender's email address (e.g.,
[email protected]). - The date and time the email was received.
- The full body of the email, which must include the transaction amount, currency, date/time of transfer, and the complete TXID.
- The sender's email address (e.g.,
Submitting Your Screen Recording
Once your recording is complete, please submit it through the official channel specified in the verification request you received from our team. Do not send unsolicited screen recordings or submit them through unverified channels.
For a secure and streamlined experience throughout the verification process, always ensure you are using official platforms. 👉 Explore verified security protocols
Frequently Asked Questions
Q: Is it safe to share a screen recording of me logging into another platform?
A: Yes, if you follow the key precaution: start your recording first and then type your login credentials. This ensures your credentials are not stored anywhere before the recording begins. The recording is sent securely directly to our compliance team for a single, specific purpose.
Q: What if I no longer have access to the external exchange or email account?
A: This can complicate the process. Your first step should be to try to regain access to that account through the platform's account recovery process. If that's impossible, please contact our support team directly to explain your situation and explore alternative verification methods.
Q: The transaction was days/weeks ago. How far back can I request records from another exchange?
A: Most major exchanges keep detailed user transaction records for several years. You should be able to access historical data by filtering your transaction history by date. If it's very old, you might need to contact their support as outlined in Scenario 2.
Q: What screen recording software do you recommend?
A: You can use any built-in software your operating system provides, such as QuickTime Player (Mac), Xbox Game Bar (Windows 10/11), or a simple browser-based screen recorder. The key is that the final video is clear, uncut, and shows all the required steps and information.
Q: What happens after I submit the screen recording?
A: Our dedicated verification team will review the recording. This process typically takes 24-72 hours. You will receive a notification once the review is complete and your transaction has been verified or if any additional information is needed.
Q: Why can't I just provide screenshots instead of a video?
A: A continuous, unedited screen recording provides a higher level of security and trust. It proves the authenticity of the information in real-time and prevents the potential manipulation that is possible with still images.