The transaction has been confirmed on-chain, but the platform shows "missing information". This is because the on-chain transfer only sends funds to an address, while compliance requires sender identity information under the Travel Rule to be correctly transmitted and matched.
The information you need to provide depends on whether the funds came from another exchange account or your own private wallet. Refer to mainstream platform guidance and prepare materials based on the source of funds.
Step 1: Find the deposit record that needs information added
How to do it: In your deposit history, find the entry showing "missing information" or "pending verification." Go to the platform's "Wallet" or "Assets" page, open "Deposit History," and check the status column. If it says "Missing Info" or "Pending Verification," there is usually a "Resolve" or "Verify" button next to it. Completion: You reach a form page where you can enter the sender's information.
Step 2: Confirm the source of funds and prepare the corresponding information
Core action: Prepare different identity information depending on the source. This is the most critical step—wrong information will be rejected outright.
Case A: Funds from another exchange or custodial wallet
If you withdrew from another exchange to the current platform, you need to provide the following:
Sender's full legal name: Must exactly match the name on the sending platform's KYC records. Name mismatch is the most common reason for missing information.
Sender's country of residence: Must match the country registered in the sending platform's KYC.
Sending platform name: The name of the virtual asset service provider (VASP) from which the funds were sent, e.g., Binance, OKX.
Case B: Funds from your own private wallet
If you deposited from a self-custodial wallet like Ledger or MetaMask, you need to prove you own that wallet. You can choose one of these verification methods:
Wallet ownership verification (AOPP): This is the recommended method. The platform typically uses the Address Ownership Proof Protocol (AOPP) to ask you to sign a message proving you control the private key. Just follow the prompts to sign in your wallet; it takes only a few seconds.
Self-Declaration: If signing fails, the platform may ask you to fill out an electronic statement confirming you control the private key of the wallet.
Satoshi Test (micro-transaction): In rare cases, the platform may ask you to send a specific small amount from that address to a designated address to prove ownership.
Risk reminder: If the information is incorrect or not submitted, the deposited funds will be frozen (cannot be withdrawn), but they are not lost. The platform may also automatically return the funds to the original address within 30 days.
Step 3: Submit and wait for verification
How to do it: Fill in the prepared information into the form and submit. The platform will compare your details with the Travel Rule data sent by the sending platform. If they match, the funds will be credited; if they don't, the status will change to "Data Mismatch," and you'll need to recheck the information or contact customer support. Completion: The deposit status changes from "Pending Verification" to "Completed."
Common reasons for failure
When providing information from an exchange, the most common failure is a mismatch between the name and the sending platform's KYC records. Also, for private wallets, wrong signature format or the wallet not supporting the required signature function can cause the verification to get stuck.
Next steps
After submitting the information, wait 30 minutes to 2 hours, then refresh the deposit history to check the status. If there is no change for a long time, we recommend contacting the platform's online customer support directly. Provide the transaction hash (TxID) of this deposit and a screenshot of your correction so they can follow up manually.
