1. I sent Coins to an Exchange but they did not arrive. What should I do?
Firstly, check if a transaction exists in the Blockchain. To do this you can use the Blockchain Explorer available here: - http://explorer.nemtool.com/ Just search for the Transaction Hash from within your Wallet. Alternatively, you can also find the Transaction by searching on your address and then finding the Transaction within the list. If the Transaction exists, then check if your exchange requires a Message/Tag to credit the Transaction. This information should be visible on the Exchange Deposit page for NEM. If a Transaction Message is required, please use Blockchain Explorer to check within the transaction details to ensure it's included and that it's correct. If not, you need to contact your Exchange, provide them with the Transaction Hash, and ask them to manually credit the Transaction to your Account. If your Transaction appears in Explorer and the message is correct, then please contact the Exchange Support team with the Transaction Hash and ask them to Verify your Deposit.
2. What Message Type (Encrypted or Unencrypted) should I choose when sending to exchange?
When Sending a Deposit to an Exchange, you should always use an Unencrypted Message.
3. Why do I need to include a Message when Sending Coins to an Exchange?
Exchanges that integrate with NEM use one Deposit Address for all users because it's convenient for them. To distinguish User Deposits between users, a Unique Message Code is generated which has to be included within the Deposit Transaction. This is why if you do not enter or incorrectly enter a message, your Deposit will be not be automatically Credited. Some Exchanges will refuse to process and credit such transactions manually. This is why, if you are not confident, you should initially send a small amount.
4. Do I need to include a Message when Withdrawing from an Exchange into my Personal Wallet?
If you have the Private Key for the Wallet that you are sending to, then you don't need to worry about a Message. For all official Wallets, you just need to enter the correct address.
5. I have Withdrawn Coins from an Exchange, but they have not arrived. What should I do?
In the Exchange Withdrawl History the Transaction Hash should be visible. Please verify if a Transaction with this hash exists in the Blockchain. This can be done using Blockchain Explorer (https://explorer.nemtool.com/). If you can't find the Transaction Hash on the Exchange page or the Transaction doesn't exist, please contact the Exchange Support and ask for assistance. If the Transaction does exist, the Recipient Address is your Wallet Address yet the Transaction is still not visible in your Wallet, you can try to switch the Node you are using in your Wallet. On the Desktop Wallet this can be done by clicking on the circle in the top right corner.
6. Can an Exchange list XEM?
Yes, an Exchange can list NEM/XEM. (Paid listings are not being accommodated at the moment) For any technical questions you may have, the Exchage Documentation can be found here: - https://drive.google.com/file/d/1UN4kfyK5fZX7hvI01RYLOfAVLql2n3OP/view?usp=sharing
7. Does NEM do any Cross Promotion of Exchanges who list XEM?
Yes, NEM can do Cross Promotion via Social Media, provided that the Exchange has already announced the listing. This is subject to the recommendation of the NEM Tech team (Pawel and Anatoli). Exchanges who list XEM will be reviewed by the Tech team to check for any issues with making Deposits or any other such problems that a user might encounter.
8. How can an Exchange be listed on the NEM.io website as an Exchange Partner?
An Exchange can be listed on the NEM.io website based on the review and recommendation of the NEM Ops Technical team. Exchanges may announce the listing of XEM on thier Social Media channels.