Evidence should identify the transaction you need help with. Before sending it, check that it relates to the correct payment and that details are legible.
Prepare information for your case
| Case | What to prepare |
|---|---|
| Deposit | Method, date, time, amount, currency, status and transaction identifier from the originating service. |
| Withdrawal | Request identifier, amount, currency, date and Worbit status. |
| Crypto transfer | Cryptocurrency, network, amount and transaction hash (TxID), if available; relevant address if requested. |
| Platform error | Full message, step where it occurred, date, time and a screenshot with context. |
| Trade under review | ID, asset, direction and result details, as explained in the trade-review guide. |
The TxID identifies a transaction on the network. It is not your wallet password or recovery phrase. Having one does not alone prove the credit has been recognised in your account: also state the network and transfer status.
Review the file
- Use evidence supplied by the originating service when available.
- Avoid blurry images or crops hiding amount, status or identifier.
- Do not alter amounts, dates or other transaction details.
- Do not include passwords, authentication codes, private keys, recovery phrases or 2FA setup QR codes.
- If third-party or unrelated information appears, ask support which crop is sufficient.
Send through official support
- Open the Soporte (Support) icon.
- Explain the problem before attaching the file.
- Find Cargar archivo (Upload file), the attachment control, when available.
- Select the requested file, check its preview or name and follow the sending instructions.
- Check that the attachment appears in the conversation. If an error appears, read the guidance before retrying.
The 2 MB limit shown for KYC documents is not necessarily the chat limit. Follow the size and format specified by the attachment control or agent.
Sending evidence does not automatically approve a deposit, withdrawal or dispute. Follow the reply in the same conversation and add requested information.
See also: missing deposit · completed withdrawal not received · wrong crypto network or address · trade review · following up with support.