Dear users,
BHEX users who have recently deposited Grin/Beam to BHEX from other exchanges have encountered some problems.
BHEX listed the procedure to help our users to check and solve the problems.
For these anonymous assets of Grin/Beam, due to the special feature of the technology, it requires the wallets from both exchanges to be online during deposit and withdrawal. If there is issue on one side, the other side will not be able to deposit/withdrawal assets successfully.
Some exchanges have problems with the functions of deposit/withdrawal but declare to users that the assets have been withdrawn successfully, which could mislead the users to think that there is a problem with BHEX exchange or wallet.
Guidance to figure out and solve these issues:
Scenario1:
If you deposit Grin/Beam to BHEX exchange, but there is no deposit record or block confirmation numbers shown on BHEX interface and the other exchange declares that the transfer was successfully issued.
Solution:
Please ask the customer service from the other exchange to provide you Kernel ID for Beam or TXID for Grin. If they cannot provide, it is a false declaration. If they can, please use Kernel ID or TXID to verify with BHEX customer service.
How to check the progress of the deposit ：
Scenario2:
If you withdraw Beam/Grin from BHEX to other exchanges or wallets, you will be able to see the Kernel ID for Beam or TXID for Grin which is generated in BHEX withdrawal record. If there is Kernel ID/TXID generated but the other exchanges declare that there is no deposit, it must be the issues from their exchange or wallets.
Solution:
Contact their customer service and provide the Kernel ID/TXID which to prove that BHEX has already transferred the assets. They should be able to check the status.
How to check the Kernel ID of Beam withdrawal ：
How to check the TXID of GRIN withdrawal ：
Scenario 3:
If you can see the unconfirmed transaction in the BHEX deposit interface, and it already shown TXID for Beam or Kernel ID for Grin, and the block confirmation has reached 10 but there is no record on BHEX.
Solution:
It has never happened. But if there is, please provide Kernel ID/TXID to BHEX customer service to further verify.
Scenario 4:
If you withdraw from BHEX to other exchanges, the other exchange wallets are not online, BHEX will automatically initiate a retry, and the status of the withdrawal will be processing. If you are still in the process for a long time, please contact BHEX customer service to cancel the withdrawal.
The Grin/Beam deposit/withdrawal process has been rigorously tested and verified by our partners. BHEX has already cooperated with Spark Pool, F2pool, Bee Pool and BTC.com.
Thanks for supporting BHEX!
BHEX Team
27 January 2019