A brief message to our customers
I want to start by thanking the community for their support during the past couple of days. In the past few days, NDAX had experienced a significant backlog created by technical difficulties with our payment processor between our bank and the platform. We are still required to rely on a traditional payment processing system for Canadian dollar transactions where funds are delivered via email.
The sudden increase in deposits and signups that was largely driven by Doge market fluctuation created a substantial lag that disrupted e-transfer processing. Deposit emails, in some cases, were received more than once. Once it was identified, we were required to suspend all deposits and withdrawals until the integrity check was completed and the system was stabilized. The investigation took close to five hours, and email money transfers were still coming in during that time. The NDAX team has been working 24/7 for the last few days to clear the backlog and bring things back to normal.
I am happy to announce that about 99% of deposits have been successfully processed. If you believe that your transaction still requires additional attention, please email us at firstname.lastname@example.org. We have created this unique email address to address any urgent missing deposits immediately.
Thank you all so much for your support during these unprecedented times. Our user base is growing very fast, and we are scaling up just as quickly to provide you with the best support and service possible that you have always know and expect from NDAX. In the upcoming weeks, we will be hiring more customer success agents to ensure that your questions are always attended to in a timely fashion, and that any difficulties that you run into are promptly resolved. NDAX has built its reputation on having the best customer service in Canada, and we strive to provide you with the same level of service today, tomorrow and for the years to come.
NOTE: if you still require additional assistance with your deposit or withdrawal, please email us at email@example.com and feel free to leave any comments or suggestions in this thread.