Article updated on April 15, 2026, at 12:07 WIB
Hi Tokonauts!
In certain cases of abnormal deposit transactions, such as deposits mistakenly sent to a Hot Wallet, you will be required to submit a video of transaction evidence as additional data during the appeal process.
Please pay close attention to the following video recording requirements.
Note: This process must be performed on the platform or application used for the withdrawal (the sending platform), not the Tokocrypto app.
1. Devices Required
You must use two different smartphone devices:
One smartphone to log into your account.
A second smartphone to record the video.
2. Recording Rules
The video must be recorded in one continuous take (no cuts, no edits).
Switching smartphone devices during the recording is not permitted.
If there are any indications of editing or process interruptions, the video will be deemed invalid.
3. Required Video Content
a. Identification Document
Record your original ID card (KTP) or Passport.
Ensure all data is clearly visible and not blurry.
b. Login Process to the Sending Platform
Record the login process to the sending application or platform (not Tokocrypto) under these conditions:
Start the recording from your phone's home screen, then open the app or browser (it must not be already open in the background).
If using a browser: Show the process of opening the browser (e.g., Chrome) and typing the website URL until it is clearly visible.
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Allowed Login Methods:
Email and Password, OR
Biometrics (Fingerprint/Face ID), if enabled for that account.
Note for Passwords: You must physically cover or obscure your password using your hand or a piece of paper. Do not edit the video or move the camera away from the screen to hide the password.
c. Account Information
Once logged in, navigate to and display the account profile page showing:
Registered Name, or
Registered Email Address.
d. Transaction Details
Display one of the following:
The Refund TxID details from the sending exchange app, OR
A chat conversation with the sending exchange’s Customer Support.
If possible, please also include:
Token/Coin type
Transaction Amount
Transaction Date
Additional Step: Click the Tx Hash or TxID link (if available) to show the transaction detail page on the blockchain explorer clearly.
4. Video Quality
All information in the video must be legible and not blurry.
Avoid hovering on the same screen for too long to keep the video duration efficient.
Videos that do not meet these standards will result in a request for a re-upload.
5. Next Steps
Once the video is verified as compliant, your appeal will be processed according to applicable regulations. You can check your application status periodically via the "Deposit Recovery Request Record" page in the Deposit section, or via this link: https://www.tokocrypto.com/usercenter/wallet/not-arrival/guide
How to get a Refund TxID?
For deposits to Hot Wallets resulting from a refund from another exchange: Some exchange apps allow you to view appeal details that include the refund TxID. If your exchange app does not have this feature, please contact their Customer Support to obtain the refund TxID.
For deposits other than the point mentioned above: Locate the TxID in the Withdrawal History of the sending exchange app. In this scenario, it is assumed you manually initiated a deposit to a Hot Wallet address.
If you have any questions regarding handling fees, please contact our Customer Support via 24/7 Live Chat at www.tokocrypto.com free of charge.
Happy trading at Tokocrypto!
#SalamToTheMoon
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