Dear WEEXers,
For users affected by the announcement anomaly, to ensure your rights, please make sure you read the following rules carefully:
- During the announcement anomaly period, users are unable to operate. Please provide evidence or videos of the anomaly period, clearly indicating the time and verifying your UID. Ensure that the type of tokens and closing time are entered correctly, as incorrect entries may result in the order being deemed non-existent.
- Prepare your claims along with detailed points of concern, including the time, situation, and other relevant details.
- Please note the recovery time mentioned in the platform's announcement.
- Were user orders affected after the announcement anomaly was resolved?
If yes: Please immediately close the position after the restoration, and prepare a screenshot of the closed order (a full screenshot showing the time) for the subsequent appeal process.
If no: If the user continues to open or close positions, the review department will determine that the user was not affected and had the intent to maintain the position. - Compensation is not for the full loss; it may cover part of the loss, calculated at the best available price at the time of the anomaly screenshot or during the anomaly period.
Special note:
- After the system recovers from the announcement anomaly, the platform will immediately provide details of the anomaly period and the subsequent appeal process in the announcement. Users can review the announcement for the appeal process or contact customer service after recovery to request the "WEEX Compensation Order Form".
- Please note that the time during the announcement anomaly period should be based on the time specified in the anomaly announcement. "Other periods outside the announcement anomaly are considered individual anomalies, and the appeal process for these should refer to the Case appeal - compensation rules.
If the appeal is successful, compensation will be [automatically distributed]. If the appeal is not successful, you will receive an [email notification].
If you have not received an email notification, it means your application is still under review. Please be patient, and thank you for your understanding.
For these situations, we will forward your issue to the relevant department for confirmation. The process is expected to be automatically completed within 3-7 business days.
Compensation rules:
- Copy trading users are not covered under the compensation rules. Please refer to points 1, 4, 5, 6, 7, and 8 of the One-Click Copy Trading User Agreement, Clause 4. The system will automatically filter and exclude such orders from processing, and no further notice will be provided.
- Anticipated or expected profits are not included in the compensation process.
- Only claims submitted within 48 hours of the order's closing time will be accepted.
- After submitting the compensation form, if you encounter any third-party survey ads, please be aware that they are not from WEEX.
- If you have not received distribution or review results after 3 days, you may contact us with your UID.
- Please do not send multiple submissions. Your review will be processed in the order received. If you send duplicate submissions, your request will be placed back in the queue.