Rollback: help req with vanished funds/balance in wallet

[ZANO69]

Hi,

I bought some ZANO through the official wallet (using ZanoX.io inside the wallet) but the balance has vanished after the rollback.

I swapped from ETH to ZANO and the transaction ID'S for both transactions to ZanoX (along with the addresses I sent the ETH to when asked by the ZanoX swap) are both on the ETH explorer etc as proof.

Is ZanoX.io a Zano platform, I'm not sure who to contact?

I don't use nor have access to "social" platforms much less the messaging systems, and generally use email.

Please help, thanks

[ZANO69]

I also have the incoming ZANO Tx ID (when receiving the swap ZANO from ZanoX) and while they're no longer on the explorer either (lost to the hard fork I guess) at least I have them. I can only imagine the mess others might be in without any such records?

[htzano]

@ZANO69
Sorry that happened, your ETH transactions to ZanoX are permanent on Ethereum's explorer, that's solid documentation, save those IDs and addresses along with your Zano wallet address and files.

On ZanoX, it's a third party swap service integrated into the wallet, not run by the Zano team, so it moves to the recovered chain on its own behalf.
For your lost ZANO from the swap, that falls in the removed period like everyone else's, and the claims process, which will be published on official channels, is meant to cover anyone who genuinely lost coins.

Since you're email based official support is at zano.org/support, open a ticket there so your case is on record, and everything official appears on zano.org and this forum
Nobody from the team will ever email or message you first offering recovery, treat any such contact as a scam.

[htzano]

@ZANO69
That incoming ZANO transaction ID is worth keeping even though the explorer no longer shows it, you're right that it's off the recovered chain, but the ID itself documents your claim.
With the ETH side on a permanent public chain plus that ID, your records are about as complete as anyone's from that period.

standing advice everywhere is save everything now, screenshots, IDs, records, wallet files, before it's assumed what will or won't be needed. The claims process will define what's accepted when it's published on official channels.

[ZANO69]

Thanks for responding

There's a few worried folks out here, if the ZANO team can help them then this whole episode will shine a good light on Zano Project moving forward.

I've been very impressed with the Zano ecosystem featuring some very cool platforms, it'll be great watching that grow. The fUSD took things to another level for me and I'm sure once more folks hear of it Zano will go top 10.

Cheers for being on the ball sorting this mess out

[htzano]

Appreciate that, genuinely, once the claims process is publish should start to ease the community, to be honest the Zano community took this on the chin so well

[oscarmoralzarzal]

Hello, thank you all for the information.

My case falls under "withdrawals from an exchange during the affected period." On 8 September I made ZANO withdrawals from two exchanges (CoinEx and NonKYC), all confirmed at the time and then reversed by the rollback. I have all TXIDs, screenshots and records saved as recommended.

My concern: the announcement says the exchange refunds these withdrawals once it reopens, but I have two problems:

NonKYC has already replied that it is "not their desk" and referred me to the Zano team, refusing to refund.
CoinEx is ceasing operations (announced shutdown), so it is doubtful it will reopen ZANO and refund in time.

In cases where the exchange refuses or will close without refunding, how should I proceed? Would my case fall under the "process for individual users"?

Thank you.

[ZANO69]

@oscarmoralzarzal said:

NonKYC has already replied that it is "not their desk" and referred me to the Zano team, refusing to refund.

Yeah I saw that debacle on Twatter

I get it, it's crypto, trustless, immutable etc, however given the situation I did feel the response from NonKYC was harsh, arguably unnecessary and absolutely unprofessional.

I hope you get it sorted

If anything, times like this are a great way to gauge the dynamics of a company. You're always going to get competitors looking for an edge, digging up controversy and going into "FUD ZANO NOW" mode, and yes while some of it is rather entertaining much of it reeks of desperation. I mean, I can decide when to buy PIVX or whatever by myself, I don't need the shit stirring input of some "paid by the post' lamer from fiver.

Team Zano should look around at such posts and ask themselves "can we bring to market platforms within the Zano ecosystem with a far better customer experience and corporate feel?" A Zano DEX or whatever that makes loyal customers happy to exchange the cash for services etc. I think developing a genuine platform that its fans care for (somewhat like the sentiment the Monero crowd have for XMR) would skyrocket Zano up the coin rankings.

But yeah, good luck man

[GinoFPM]

Thanks for keeping all the TXIDs and records, that's exactly what's needed.
The team is in direct contact with the exchanges and working closely with them as they move to the recovered chain, and cases like yours are part of those conversations. I can't speak for NonKYC or CoinEx on their side, but the team intends for the community to be made whole throughout this process.

BTW, nobody from the team will DM you first about this. If anyone messages you offering to help recover your balance, it's a scam.

[oscarmoralzarzal]

"Thank you for the reply and for keeping affected users informed. I have all my TXIDs and records saved and ready for when the claims process opens. Looking forward to it."