# FAQ

## Q. What do I do if I already have an account on the exchange?

**A.** If you have multiple IDs, you can create multiple accounts at exchanges you have already signed up for. (Resident registration card, driver’s license, passport)

A new email to sign up for and Prepare an ID card that is not KYC verified. Visit the exchange's KYC verification page and upload your personal information and documents. For more detailed instructions, please check the account creation guide for each exchange through Heymore’s official blog, YouTube, and customer service.\\

* Creation of multiple accounts through multi KYC
* Contact customer support center
* Passport / ID card / Driver's license

## Q. Where do I set UID & USDT Address?

A. You can register the UID for each exchange in \[My Page] > \[My Refund Information]. New traders who have registered as members at the relevant exchange through Heymore and completed identity verification can register the exchange UID in \[My Refund Information]. UID inquiry registration is completed within 1 hour based on operating hours. If you are unable to check your UID even after 1 hour, please request 1:1 consultation through the customer center and the counselor in charge will promptly handle it. You can check your UID on the My Account screen for each exchange.

## Q. KYC doesn't get certified

If you have an existing account on the exchange, you must create a new account through Heymore to use the payback service.

In addition, you can proceed with KYC authentication to the new Payback account through authentication methods that were not used by the existing account. If you are confirmed to have failed KYC certification even after attempting to authenticate KYC with a new authentication method, you can get a reply by contacting the exchange directly due to personal information issues.

If the photo submitted during the authentication of the ID card on the exchange is highly reflective, or if it is difficult to verify due to stickers or film attachment, we are requesting to stop using it for a while for safer use. Once re-shot and ID verification is completed normally, you can use Heymore and Exchange again. Please refer to the following information when re-shooting.

Please be careful not to cover your ID photo or information with stickers or objects. Please take a picture of the actual ID card, not using pictures that have already been taken, such as monitor screens. If your ID is damaged, it may be difficult to authenticate. If your ID is in your wallet or file, please take it out and take a picture. KYC authentication method After you log in, click the Profile button. Then click the ID Verification button. After that, under Select the authentication method, select one of the three: Passport as a passport, Driving license as a driver's license, and ID card as an ID, and click the Next button. After setting the region to Korea and South, please enter your name, last name, and date of birth. After that, match the front photo of your ID, driver's license, or passport in the square and press the photograph button. Make sure it's in focus and that it's shot, and then click Submit photo. Take a picture of the back in the same way, make sure it's taken well, and press Submit photo the same way. Now, it's time to take a selfie. Press Take selfie. After facing the circle, click the Shoot button to click Submit Photo. You can proceed with the KYC certification process by following the steps above. It may vary from exchange to exchange, so please refer to the actual exchange's screen and follow the correct authentication procedure. For further questions about KYC, please contact the customer center.

## Q. Where do I get the refund?

A. The refund fee you applied for will be safely sent to the internal wallet address of the exchange where you traded. If you use Exchange A with a new subscription through Heymore, it will be sent to Exchange A's wallet address, and transfer of wallet address from Exchange A to Exchange B is not supported. For traders who are using an exchange that does not have a wallet inside the exchange, the customer center consultant may request the information about the wallet address they can receive. \[ Frequently Asked Questions] > \[Curious about Heymore's service user regulations!] Please check.

You can easily check your wallet address by exchange from the My Page > My Refund Information menu. After selecting the exchange you want, enter the exchange UID and click the \[Apply for Refund] button to receive the trader's refund amount. Once you have checked the refund amount, press the \[Apply Payback] button to safely send your refund amount to the exchange's wallet address within a minimum of one hour and a maximum of one day. For your convenience and quick refund, we are doing our best to easily register your wallet address by exchange and proceed with the refund smoothly. If you need further details or help, please feel free to contact the customer service center.

## Q. It's different from the expected refund amount

Payback rates may vary from exchange to exchange. Please refer to the official blog for detailed payback ratios for each exchange! Payback rates follow the rates specified on the homepage. In addition, the initialization time of transaction history may vary from exchange to exchange. Typically, the exchange operates on a UTC basis, and the initialization time is determined by the exchange's operational policy. The initialization time is usually set to the end of the daily exchange operations schedule. Typically, the initialization occurs at midnight, early morning, or morning hours as of UTC. Please check the initialization time of transaction details by exchange and the payback rate by exchange on Heymore official blog!

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