1. Purpose

This procedure needs to be used when a customer sends us a screen recording (video) to prove that the receiving wallet address on a buy order belongs to them. This happens on orders that are halted for wallet verification, for example when the order was placed from a proxy or VPN IP address.

The purpose is to make sure that the proof we keep is a screenshot taken from the video, saved on the customer's record, and that the video itself is not stored anywhere. We only need one still image showing the wallet address and the order, so we do not keep video material of our customers.

2. Scope

Used by all support agents who handle wallet verification tickets in which the customer has sent a screen recording. The same procedure applies when the verification is done in a video call instead of a recording: you take a screenshot during the call and save that screenshot.

3. Procedure

• Open the ticket and play the recording the customer has attached. Watch it completely, from start to finish.
• While watching, check all of the following:
  • The complete receiving wallet address is visible on screen, inside the customer's own wallet app, wallet software or the deposit screen of their exchange account.
  • The address on screen is exactly the same as the address on the BTC Direct order. Compare it character by character, including upper and lower case (an XRP address is case sensitive: one wrong character means a different address).
  • The BTC Direct order is shown in the same recording (the confirmation email or the order in the customer's account), so we can see that the two addresses belong together.
  • The recording is one continuous take and has not been cut or edited.
• Also check what else is visible on the customer's screen. If you see remote access software (for example AnyDesk or TeamViewer), or a notification that the customer is sharing their screen with someone else, stop the verification and follow the fraud procedure for remote access software instead of the steps below.
• Pause the video on the frame that shows the complete wallet address, and take a screenshot of that frame. On a Mac you do this with Shift + Command + 4 and then dragging a box around the area you want; the screenshot is saved on your desktop.
  • If the order is not visible in the same frame as the address, take a second screenshot of the frame that shows the order.
  • Make sure the address in the screenshot is readable at full size. If it is not, do not save it: ask the customer for a new recording.
• Save the screenshot on the customer's record in Bitautomaat: open the user, go to their files and upload the screenshot there. The ticket attachment alone is not enough, because a colleague working in Bitautomaat cannot see it.
  • Check the existing files first. Uploads cannot be deleted, so a wrong or double file stays visible on the record.
• Delete the screenshot from your own computer once it has been uploaded.
• Do not save the video. Do not download it to your computer, do not upload it to the customer's files in Bitautomaat, and do not forward it. If you did download it in order to watch it, delete it from your computer and empty your bin.
• Record the outcome of the check on the wallet address entry of the customer (identification verified), as described in the wallet verification procedure. You do not need to write a separate order note for the check itself.
• If the recording does not meet the requirements above, reply to the customer explaining what is missing and ask for a new recording. If the customer cannot manage a recording, offer the short video call instead.