Send your order number, the email used for the order, the payment method, coin and network, the transaction hash (TXID) or a screenshot of the exchange payment record, and a screenshot of what you see.
Send your order number, the email used for the order, the payment method, the coin and network, your payment proof and a screenshot of what you see. With all of this in your first message, we can find the payment without asking again.
01The checklist
02Payment proof for On-Chain and wallet payments
Send the transaction hash, also called TXID. It is the ID of your transfer on the blockchain, a long string of letters and numbers.
- 1Open the wallet or exchange you sent from.
- 2Go to your transaction or withdrawal history and open the transfer.
- 3Copy the value named TXID, Transaction hash or Transaction ID.
If your exchange still shows the withdrawal as processing and gives no TXID yet, the transfer has not been sent. Wait for the exchange to complete it.
03Payment proof for exchange pay
For Binance Pay, Bybit Pay, Gate Pay, KuCoin Pay and similar methods there is no TXID to copy. Instead:
- 1Open the exchange app and go to your payment history.
- 2Open the payment to KryptoMate.
- 3Take a screenshot that shows the amount, the time, the status and the payment or order reference.
04What not to send
Important: never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them. Do not send full card numbers either. A TXID is safe to share: it does not give anyone access to your funds.
05Where to send it
Open the support widget on the site and start a conversation. If the widget offers topics, choose Order. You can also email [email protected], ideally from the email used for the order. Put everything in the first message.