First identify whether you moved funds between your own wallets or sent them to another TRAIEX user.
Transfer between your own wallets
Use Transfer and check From, To, asset and amount. The wallet interface includes transfers between Spot Wallet and Futures Wallet. Use the amount available for transfer; a displayed total balance can include funds committed elsewhere.
Send to another TRAIEX user
Send to is a different action. Check the supported recipient identifier, such as username, UID or a saved recipient, and verify it before confirming. Do not treat a saved display name as a substitute for checking the intended recipient.
Check both sides of the operation
Find the transfer record and review its status, asset, amount, source and destination. For a transfer between your wallets, open the destination wallet. For Send to, verify the recipient recorded in the operation. AI Trading capital is tracked separately and is not the same as either wallet balance.
If the result does not match
Check the selected wallet and history filters, then compare the operation with the available balance. If the record says completed but the destination cannot be reconciled, contact support about that operation. Do not repeat it while the outcome is unclear.
Before confirming, distinguish the destination wallet from another user’s account. A transfer record does not necessarily have a blockchain TXID.
What to send support
Transfer reference, operation type, asset, amount, time and timezone, source/destination wallet or recipient identifier, and the observed status.
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