1. Purpose

This procedure needs to be used when the wallet address on a buy order has to be verified in a video call. The video call is the backup route: we first ask the customer for a short screen recording, and we only offer a call when the customer cannot manage a recording.

The purpose is that every agent runs the call in the same way, that the proof we keep is one screenshot taken during the call, and that the call itself is never recorded.

2. Scope

Used by all support agents who handle a wallet verification on a halted buy order, for example when the order was placed from a proxy or VPN IP address. For the recording route, see the procedure "SOP: Wallet verification by screen recording - saving the evidence".

3. Procedure

Before the call

• Only offer a video call after the customer has said that a screen recording is not possible, or after the recording has failed twice.
• Ask the customer for a few days and times that suit them. Our availability is Monday to Friday 09:00 - 21:30 and Saturday and Sunday 10:30 - 17:30.
• Create the meeting in Google Meet and send the link to the customer with the macro "Wallet verification - Video call link (screen sharing)". Replace INSERT_LINK in the reply with the meeting link. That macro also explains to the customer how to share their screen, so you do not have to write it yourself.
• The macro puts the ticket on hold. Leave it on hold until the agreed moment.
• Open the order in Bitautomaat before the call starts, so that you have the wallet address of the order in front of you.

During the call

• Wait a maximum of 10 minutes after the agreed time. If the customer does not appear, leave the call and schedule a new one.
• Ask the customer to share their screen and to open the wallet of the coin they ordered, on the receiving address screen. If their wallet is held with an exchange, ask them to log in to their account and open the deposit address of that coin.
• Check that the complete address on screen is exactly the same as the address on the order. Compare it character by character, including upper and lower case (an XRP address is case sensitive: one wrong character means a different address).
• Ask the customer to show their BTC Direct order in the same session (the confirmation email or the order in their account).
• Never ask for the recovery phrase (the 12 or 24 words) and do not ask to see the balance or other personal data. If the customer starts to show their recovery phrase, ask them to stop immediately.
• Look at what else is visible on the shared screen. If you see remote access software (for example AnyDesk or TeamViewer), or a sign that someone else is controlling or watching the screen, stop the verification and follow the fraud procedure for remote access software.
• Take a screenshot of the shared screen showing the complete wallet address. 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. Take a second screenshot if the order is not visible in the same view.
• Do not record the call. We only keep the screenshot.

After the call

• Save the screenshot on the customer's record in Bitautomaat: open the user, go to their files and upload the screenshot there. Check the existing files first, because uploads cannot be deleted.
• Delete the screenshot from your own computer once it has been uploaded.
• 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.
• Take the ticket off hold, tell the customer the check is complete, and let the order continue.
• If the address did not match, or the customer could not show the wallet, do not release the order. Follow the wallet verification procedure for a failed check.