What Proof Exchanges Ask For When You Raise a Dispute

When something goes wrong on an exchange, the first reply from support is usually a request for evidence. That request can feel vague, and the temptation is to send a wall of screenshots. In practice, cases move faster when you send a small, well-labelled set of records that answer the exact question the agent is asking. This guide explains the categories of proof that support teams commonly ask for, how to capture them so they are readable and verifiable, and what to record so you can follow up without starting over. It applies whether you trade on a large global platform or a smaller one, and it assumes you are working from Kenya on a phone or a laptop. Treat every step as something to confirm on the exchange's own help centre rather than as a fixed rule, because the exact wording of each request differs between platforms and changes over time.

Start with the case reference, not the screenshots

Open the support or help centre page of the exchange you use and start the ticket from there, so the case is attached to your account rather than sent from a random email address. Before you upload anything, note down the case or ticket number the system gives you, the date and time you filed it, and the email address on the account. Agents match your message to an account using that email, so a ticket sent from a different address is one of the most common reasons a reply is delayed.

Then write two or three sentences that state the problem in plain terms: what you expected, what happened instead, and the approximate time it happened. Include the order number, transaction ID or withdrawal reference if you already have it. If you do not have it yet, say so and ask where in the interface you can find it. This framing lets the agent tell you which specific records are needed, instead of you guessing and sending everything at once.

Keep the whole thread in one place. Replying inside the same case keeps the history intact, while opening a second ticket usually restarts the queue and forces you to re-upload the same files.

The core records most cases need

Most disputes come down to proving that a specific action happened at a specific time. The strongest single item is the order or transaction identifier, because it is unique and cannot be confused with another user's activity. Alongside it, support teams typically want a timestamp in the exchange's own displayed time zone, the asset and network involved for a deposit or withdrawal, and the amount as shown in your order history. Write these into the ticket as text as well as in the screenshots, so the agent can search them.

For a deposit that has not credited, the usual proof is the sending transaction hash together with the network you used and the address you sent to. Copy the hash from the wallet or service you sent from, not from a block explorer you found by searching. For a withdrawal that has not arrived, the equivalent is the exchange's withdrawal record showing the destination address and the status shown at the time you checked.

For a trading or order problem, the evidence is usually the order history entry and the fill details, plus the balance or position view from the same period. If the issue involves a fee you did not expect, check the fee page for the relevant product first and record what it says, then describe the difference between that and what you were charged. Do not estimate the figures from memory; pull them from the account pages while you still have access.

Where a login, verification or security issue is involved, the proof is different: the email address on the account, the date you last accessed it successfully, the device and app version, and any error message shown on screen, copied exactly as it appears.

How to capture screenshots that survive review

A screenshot is only useful if it shows the full context. Capture the entire screen, including the app or site header, the account identifier if it is visible, and the system clock or the timestamp shown in the record. Cropped images that show only a number are frequently rejected or sent back for clarification because the agent cannot tell which account or which day they belong to.

Use the original file, not a photo of another screen and not a forwarded image from a chat app, which often loses detail and metadata. If a record is long, take two or three screenshots that overlap slightly rather than one zoomed-out image where the text is unreadable. Name each file with the date and what it shows, for example the order number and the word order, so the agent can match files to your description without opening all of them.

Never edit, annotate over the numbers or redact anything except genuinely sensitive data such as a full address or a document number, and if you do redact, say in the ticket what you hid and why. Altered images undermine the rest of your evidence, even when the underlying claim is correct.

If the exchange's help centre describes a specific upload format, size limit or secure form, follow that instead of attaching files to a general email, because attachments to the wrong channel may not reach the case file.

What to record and when to stop and ask

Keep a simple log alongside the case: date and time of each action, the case number, what you sent, and what the reply said. This matters when a case is handed to another agent or takes several days, because you can summarise the history in one message instead of re-explaining it. Record the names of the records you sent, not just the fact that you sent something.

Set a reasonable point at which you stop adding material and instead ask a direct question. If you have provided the identifier, the timestamp and the matching account view, and the reply still asks for the same items, ask the agent to specify exactly which field is missing or unreadable. That converts a loop into a concrete task.

Be cautious about any request that arrives outside the official case thread, asks you to install something, or asks for your password, one-time codes, private keys or seed phrase. No legitimate support process needs those, and sharing them can cost you the account. If a message looks like it came from the exchange but sits outside your ticket, verify it by opening the help centre yourself and continuing there.

Finally, check the help centre article for your specific issue type before you escalate. Many cases are resolved by a documented step, such as confirming the correct network for a deposit or waiting for a stated confirmation requirement, and knowing that in advance saves a round of messages.

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Scenario checkpoint

• Note the case number, the filing date and the email address on the account before uploading anything.
• Copy the order, transaction or withdrawal identifier as text into the ticket, not only inside an image.
• Capture full-screen screenshots that include the timestamp, the account view and the record itself, and keep the original files.
• State the asset, network and amount exactly as they appear in your history, and check the fee page if a charge is part of the dispute.
• Log each message you send and each reply received, with dates, so a new agent can follow the thread.
• Refuse any request for passwords, one-time codes, private keys or seed phrases, and continue only inside the official case thread.