Regarding User Q&As

Dear Valued Users,

We have recently received some questions from our community members regarding the utilization of the HKD.com platform, as such, we will now answer some of these frequent and important inquiries through this notification. For other questions that are not covered in this announcement, please feel free to leave a message in the HKD.com community, or contact our official customer service, and our friendly team members will address your inquiries.

Regarding the network delay problem: 1) This may be due to a system upgrade of our third-party network cloud service provider. During the course of the upgrade, there may be a short period where communication delay between servers may occur, causing some users to experience login delays; or 2) It may be affected by the influx of users within a short period of time. System security may be affected in the case of a surplus of requests. HKD.com will conduct appropriate network diversion, and our future technical upgrades will strive to provide a better user experience; or 3) This may be due to coordinated attacks by entities with harmful intentions. In case this is the reason, the system will trigger a firewall response. If you experience a delay using our platform due to this reason, please wait patiently before trying to log in again, and refresh the page. Thank you for your understanding and support!

Regarding the review of withdrawals: 1) We do not impose any restrictions on the withdrawals of normal users. As a licensed digital asset exchange, HKD.com will strictly abide by laws and regulations. If account activities violate the regulations, HKD.com will review the withdrawal request before proceeding with the request. If a withdrawal review exceeds 30 minutes, kindly take the initiative to contact our customer service; or 2) If it is a case where you set or update your account’s fund password, the system security mechanism will be triggered, and your account will need to wait 24 hours before the withdrawal functionality will be re-enabled.

Regarding malicious smearing: 1) There may be maliciously smearing of HKD.com; or 2) There may be some unscrupulous organizations maliciously slandering HKD.com for selfish reasons. In such cases, HKD.com will reserve the right to pursue legal responsibility and hold such unscrupulous organizations legally accountable.

Questions about the prohibition of login: 1) The account may be have been detected for illegal activities, which triggered a system alarm; or 2) There may be a problem with the account login network, and the system identifies it as an illegal or abnormal login (including but not limited to virus infection, IP abnormality, multiple passwords errors, etc.); if this problem exceeds 48 hours, kindly contact our customer service.

Questions about deposits not arriving: 1) The user may have made a mistake and selected the wrong public chain address; or 2) The network may be congested, resulting in a delay in depositing coins; if it has not been completed within 24 hours, kindly contact us our customer service.

Questions about HDAO: 1) HDAO tokens are issued by the Singapore HDAO Foundation; 2) The contract address of HDAO tokens (only on the Polygon chain) is: 0x2be0A5e31903B3b58F467DB0e62Be8df6B070EDB, you can only trade HDAO on HKD.com: https:// www.hkd.com/trade?chart=HDAO_USDT, all others can be regarded as fraud!

Regarding real-name authentication issues: 1) The KYC authentication information provided by the user may not meet the authentication specifications or requirements. Please read the terms carefully and provide authentication information that meets HKD.com’s KYC requirements; or 2) The mobile phone or email submitted cannot receive the verification code. your mobile phone or email service provider may have been classified as spam; or 3) In the case of a registration error problem, the information submitted may not meet the requirement. Please review the registration agreement carefully and make sure information submitted meets the HKD.com standard. Please double check to make sure your identity is within the service scope of HKD.com, to ensure you can proceed with the registration.

Questions about asset freezing: 1) Abnormal transactions may have been detected triggering risk control, and the automatic suspension of withdrawals. Abnormal transactions may include (but not limited to) criminals obtaining user accounts through phishing and trying to steal assets; or 2) There may be behaviors from buying and selling accounts that HKD.com identified as abnormal trading behavior, etc. In such a case, the account will be frozen immediately, and be prohibited from further utilization; or 3) Withdrawal may be suspended due to compliance requirements; or 4) HKD.com risk control system monitored and identified abnormalities and locks withdrawal requirements; if the freeze of account exceeds 48 hours, kindly proactively contact customer service. HKD.com strives to ensure the safety of all users’ funds and will always focus on protecting the interests of platform users.

Questions about App installation: 1) Regarding user feedback that there are virus prompts during installation, this may be due to the App downloaded by the user through unofficial channels may carry hidden viruses, or that the user’s mobile phone system or installation of certain types of software conflicts with the HKD.com App; or 2) Regarding the problem of users receiving overseas calls after installing the App, this may be due to the user having used an unofficial link to download the App and resulted in virus contamination, or the user may have leaked private information. The security measures of HKD.com are of professional institution grade, and there are no security and information leakage issues from the platform side. Please rest assured that your usage of HKD.com is well protected!

Regarding business cooperation: 1) Please note that anyone who claims to be HKD.com customer service or business representative in the community and sends you a private message is a fraudster; or 2) If someone claims to be communicating regarding HKD.com address remittance, they are also trying to deceive you; or 3) If someone claims to have the internal resources of HKD.com, they are all fraudsters; all information released through unofficial channels is false and illicit. HKD.com staff will never ask you for funds, or ask you for any sort of credit or debit card details and private keys to your personal wallet.

About customer service: HKD.com's customer service team is currently in service for our users around the clock. If there is congestion in the communication channels, please wait patiently, or contact HKD.com customer service again during non-peak hours. At HKD.com, we try our best to cater to all our users’ reasonable inquiries.

Note:
The official Telegram community will not provide any official customer service, if you are in need of immediate assistance relating to services and offerings, you may reach out to our Live Chat Support Team:

1) Visit HKD.com App or Website, submit your request through the customer portal (Zendesk) located at the bottom right page

Should you identify scammers and impersonators abusing HKD.com and our relevant branding collateral to conduct illegal and unauthorized activities, please contact [e-mail]. Thank you for your support and attention!

Kind Regards,
HKD.com
April 29, 2023