Pls Note: Before any token/coin's deposit, pls firstly go to its deposit page to check address and coin, tips carefully. If your deposit didn't arrive, it may be due to below reasons, pls check:
1. Block confirmation does not reach the required amount
- In case of your deposit not arrive, pls first check your deposit transaction on its explorer to confirm if the confirmations reached the required confirmations on deposit page.
2. Deposit without firstly generating deposit address in advance
- Before deposit any token/coin, pls firstly go to its deposit page to generate address. In case you deposit before you generated deposit address, your deposit will not be recognized by systems. If you already deposit without generating address, pls submit a ticket;
3. Deposit ETH through contract or internal transaction:
- Bilaxy does not support Etherium transactions generated from smart contracts or internal transactions. (Pls check with transaction senders if it will be made through smart contracts. If yes,,Usually Bitstamp, Kryptono ,Bithumb use smart contracts to send transactions, pls don't send directly to Bilaxy address, you could firstly receive your eth by your own wallet, then send from your wallet to Bilaxy account.
- If you already sent ETH through contract, it will not be automatically deposit to your account. Pls submit a ticket with txid. We will make credit to your bilaxy account within 24hrs-72hrs after checking. Pls wait patiently after ticket and pay attention to check your balance.
- It will take 0.02 eth or equivalent fee for handling credit due to the cost of multi-party operations and token collecting transfer ect.
4. Missing or wrong Tag, Message,Memo,PaymentID etc.
- Some coins of deposit will need attach required massage, such as Tag, Message,Memo,PaymentID etc. If you forgot or use a wrong Tag, Memo or payment ID(Eg. XPX/SFT，TRTL，NXT/Ardr/Ignis，BNB/ONE/COS/CHZ(BEP-2)/ERD/RAVEN, then your deposit will not be credited. In this case, Pls submit a ticket and provide the required information as per below link for us to verify the transaction :https://bilaxy.zendesk.com/hc/en-us/articles/360020461171-Forgot-or-Wrong-Message-Memo-Tag-PaymentID-Payload
5. Deposit to previous old address
- Pls firstly check deposit address before deposit since some coin's address may be updated. If you already sent coins to your previous old deposit address, pls submit a ticket with your txid, will check and credit for you if there is no problems.
6. Deposit a non-Bilaxy listing token or un-supported token type:
Bilaxy generally does not offer a token/coin recovery service for a non-Bilaxy listing token or un-supported token type. If you have suffered a significant loss as a result of incorrectly deposited tokens/coins, Bilaxy may, solely at our discretion, assist you in recovering your tokens/coins. This process is extremely complicated and may result in significant cost, time and risk.
In case, Bilaxy could recover asset, the process is as below:
- Please make sure you have passed KYC2 verification, if not, please click here to complete and then submit a ticket to our customer support team.
- Bilaxy account email, Coin, Amount, Txid (Critical), and A video of the withdrawal record from the source wallet or exchange（The video needs to meet below requirements: 1)You must appear in the video;2) Please make sure the video shows your login process from the sender platform, website URL, and withdrawal records like transaction ID or hash and date. if you are using wallets, please show us the wallet address or public key in addition with Transaction details like Hash or TxID）.
- In case we help to return tokens, normally, we could only help return tokens to your sending address. Pls confirm if it is ok for you, especially in case you withdrew from an exchange. Pls confirm with the exchange if they could returned the tokens to you if we return tokens to the sending address(exchange address).
- Handling fee: Since it will take many inner checking and review procedures, we will charge handling fee (0.3 ETH to 3 ETH, it will up to exact transaction after we evaluating the risk/difficulties/ procedures etc.), which will be deducted from your deposit amount. In order to avoid handling fee, pls do check and deposit accordingly.
- Handing Time: It may take long time to recover the assets, which is from 7 working days to 1 month, up to the exact case.
7. Deposit to non-Bilaxy address
- If your deposit was failed due to you deposited to a non-Bilaxy address. Pls check your recipient address and contact your recipient to solve the problems. Since your recipient address doesn’t belong to Bilaxy, we will not be able to provide help.
8. Failed to Satisfy deposit requirement
- Some coins may have special instructions for deposit, pls check carefully on deposit page or below link: Deposit Instructions
- ⚠️Pls check carefully and deposit token to its corresponding correct address, otherwise, it may result in asset loss due to your wrong operation.