Hi,

Are u referring to the exchange IDEX? I once saw a thread on GitHub about people facing the problem you had mentioned and on certain occasions it has been a unfortunate loss of funds but let's hope it's not the case with you.


I honestly can't advice you on the technical side but I would give you some advice which I heard from a ton of experts. For Ether and it's tokens the best wallet to use is myetherwallet and a lot of people who have used wallet's such a mist have encountered the problem  mentioned by you.

What country is this exchange based in? Did you try checking if they are on any social media channels? Especially on Telegram? They are very much responsive on those.

Please let me know the updates, it's very much of a useful question lot of us should br educated about. Thanks