Bybit now provides self-service appeal support for users who have made a deposit but haven't received it due to a missing tag or memo. Utilizing our self-service recovery function is recommended, as it offers a faster resolution compared to manual reviews by our customer service. You can consult this guide for more information:  

• How to Recover a Missing Deposit via Self-Service

However, if you encounter an error message when submitting a request via the self-service platform, please follow the guide below to contact Customer Support and submit a case on the “Did not include a tag/memo” Appeal Form with a screenshot of the error message.

Important Notes: 

— To cover the additional resources associated with asset retrieval, a handling fee equalling to five times the standard withdrawal fee for this coin, will be deducted from the refund amount. To view the withdrawal fee for each coin, please visit here. 

— If your Estimated Refund Amount is lower than the Minimum Withdrawal Limit, the request will not be processed. 

— Any transactions older than 75 days will not be processed.

— If you encounter the error message “The abnormal deposit-related issue has been resolved. For further assistance, reach out to Customer Support.” when submitting a request, it means that your deposit may have already been credited to another account based on the wrong tag/memo given. In this case, please follow the guide below to contact Customer Support and submit a case on the “Wrong tag/memo” Appeal Form. 

— For more information, please refer to FAQ — Crypto Deposit.

Disclaimer:

Given that providing an incorrect tag or memo heightens the risk of your deposit being credited to a different account, please note that there is no 100% guarantee to recover your deposit.

How to Submit an Appeal to Recover a Crypto Deposit

Step 1: If you encounter an error message when submitting your request via the self-service recovery platform, please contact our Customer Support via live chat to check the destination of your funds and freeze the outflow of funds if needed. 

Step 2: Please submit a case on the “Did not include a tag/memo” Appeal Form. Make sure you read through the requirements stated in Step 3 before you click on Yes to proceed.

 

 

 

Note: For a faster processing, if you encounter this error message “The abnormal deposit-related issue has been resolved. For further assistance, reach out to Customer Support.” when submitting a request, please use the “Wrong tag/memo” Appeal Form instead. 

Step 3: Identify your Case Level, then fill in the deposit info and attach the verification required.

 

 

Case Level:

 

Verification required:

 

Details:

1.a. Transaction Hash (TXID): Copy and paste the full 64-digit TXID, also known as the transaction hash, which can be obtained from the exchange the coin originated from.

 

Please make sure to input the correct TxID for your missing deposit. You can consult this article for detailed steps on how to retrieve the correct TxID for your missing deposit. Please also input the TXID without the URL. 

 

 

1. b. TXID/Blockchain URL: This is a URL link that shows the blockchain you have used from the platform you made the withdrawal.

 

 

 

 

For Level 1:

2. Video screen recording of previously used coin wallet 

Assuming a transfer was made from Exchange A to Bybit, our asset team would like to obtain a clear screen recording highlighting the following key points: 

 

1) Able to successfully log into Exchange A (To protect your login credentials, you may consider typing your username and password before starting the screen recording,  Face ID login/ SMS code/2FA verification are all acceptable).

 

2) Redirect to the withdrawal history page in Exchange A.

 

3) Show us all the transfer details clearly. Details should include the amount, coin type, transfer date, and time, as well as the completed TXID (Transaction hash).

 

4) Please click on the link that redirects you to the blockchain and show us the information (Amount, coin type, transfer date and time, as well as the completed TXID) on the blockchain. If Exchange A does not have the link to the blockchain, please include "no link in blockchain" in your reply.

 

 

 

For Level 2 and Level 3:

3. Making a New Deposit and Recording Your Previously used Coin Wallet

Assuming a transfer was made from Exchange A to Bybit, our asset team would like you to do the following for verification purposes: 

 

1) Successfully make a new transfer from Exchange A to Bybit for the same coin type, ensuring that the transfer amount is equal to or greater than the equivalent of $15. For example, if you are recovering XRP, you will need to deposit XRP.

 

IMPORTANT Note: Please enter the correct memo/tag this time

 

2) Make a clear screen recording, including the following key points: 

 

3) Able to successfully log into Exchange A (To protect your login credentials, you may consider typing your username and password before starting the screen recording, Face ID login/ SMS code/2FA verification are all acceptable). 

 

4) Redirect to the withdrawal history page in Exchange A.

 

5) Clearly show us all transfer details for the new transfers and previous transfers. 

 

6) Details should include the amount, coin type, transfer date, and time, as well as the completed TXID (Transaction hash).

 

7) Please click on the link that redirects you to the blockchain and show us the information (Amount, coin type, transfer date and time, as well as the completed TXID) on the blockchain. In case Exchange A does not have the link to the blockchain, please include "no link in blockchain" in your reply.

Additional Information for Level 3:

4. Identification Document and Selfie Required 

— Your identification document 

• All the detailed information needs to be clear and readable. Facial features are clearly visible.  
• The supporting document information must be consistent with the applicant's details. 
• Uploaded photo/document needs to be original, all printed documents/photoshopped documents are not acceptable. 
• Please check the expiration date and make sure the document is valid. 

 

— A selfie of you holding a piece of the handwritten note and your Original ID.

• Handwritten note: I confirmed that this document belongs to me and the deposit (Amount & Coin type) was performed by me on dd/mm/yyyy.
• Your facial features should be clearly visible.

 

For rejected requests on the self-service recovery platform:

5. Screenshot of the error message

In order for our Support team to assist you further with your funds recovery, please ensure to add in your request a screenshot of the error message you encountered when you tried to submit your request here.