Deposit & Withdraw FAQ
Which type of USDC do you need to deposit?
Please make sure to deposit native USDC into your account. ( Don't deposit USDC.e )
Token Contract Address:
0x3c499c542cEF5E3811e1192ce70d8cC03d5c3359
What is the difference between USDC and USDC.e?
As of October 10th, 2023, USDC issued by Circle will be native to Polygon PoS and will be the official form of USDC for the ecosystem. Previous USDC on Polygon PoS was bridged from Ethereum via the Polygon PoS Bridge.
Why hasn't my digital currency deposit been credited?
Pending Network Confirmations: Once your deposit meets the minimum requirement, it will be successfully credited to your account. Please note that each cryptocurrency has different minimum requirements. For example, the minimum network confirmation for USDC deposits is 1, but for security reasons, the VM system requires at least 36 network confirmations to confirm your USDC deposit.
Depositing Unsupported Currencies: The deposit page displays currencies and networks supported by VM. You can check supported currencies and networks from the Deposit & Withdrawal Status page. If you deposit through an unsupported network or a currency that is not supported, you may lose your assets and they cannot be retrieved.
Not Reaching Minimum Deposit Amount: For your convenience, the minimum deposit amount is listed on the deposit page. If your deposit does not reach this minimum amount, it will result in failure to credit to your account.
Why hasn't my cryptocurrency withdrawal arrived in my account?
Processing：
Log into your personal account and click on "Financial Center" - "Funds Record" to view the withdrawal history.
If the "Status" column shows that the transaction is "in transfer", please wait for the on-chain block confirmation process to complete.
Successful：
If the "Status" column shows that the transaction is "Successful", this indicates that the funds have been successfully withdrawn.
You can click on the "Transaction ID" to view transaction details. Please use the Transaction ID to confirm with the payment platform or wallet.
Please make sure that the payment platform/wallet supports the token you are withdrawing and the network you are using. If you're unsure, please verify with your payment platform/wallet before withdrawal, otherwise your assets may be lost and cannot be retrieved.
Common solutions for errors in cryptocurrency deposit:
Due to the irreversibility and anonymity of blockchain transactions, it means that once an input error occurs, your digital assets may be irretrievable. Therefore, please be very careful when recharging and withdrawing digital currency.
Below are common mistakes and their solutions.
1、Incorrect deposit address entered or cryptocurrency not supported by the platform has been deposited.
We typically do not offer services to recover mistakenly deposited crypto assets. However, if a significant financial loss occurs due to an error, VM may endeavor to assist you in recovering your assets as part of our comprehensive process designed to minimize user economic losses as much as possible. Please note that we cannot guarantee the recovery of assets.
If you encounter this situation, please provide a detailed error description and the following information for our customer service staff to assess the possibility of asset recovery.
The address, account email, and UID bound to the VM
Name of the cryptocurrency
Deposit amount
Transaction ID (TxID)
Deposit address etc.
Additionally, VM needs to carry out wallet upgrades, private key imports and exports, among other operations to handle incorrectly deposited cryptocurrencies. This requires a significant amount of manpower and time, so please be patient. We cannot guarantee that we will definitely be able to recover assets that were deposited in error.
2、Incorrectly deposit to a non-VM address.
If you've sent cryptocurrency to an address that doesn't belong to VM, we're unable to provide any assistance. You can try reaching out to the owner of that address or the relevant exchange/platform for their help.
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