Pls Note: Each token/coin (including ERC20 token) on Bilaxy has its OWN and INDEPENDENT deposit address, pls ensure you make token deposit to its corresponding address, otherwise, the deposit will be failed and it will not be automatically credited to your bilaxy account balance, or may result in asset loss.
1. Deposit ERC20/ETH to wrong address
In case you deposit “Erc20 token A” to your deposit address of “Erc20 token B”, and your deposited token is listed on Bilaxy. Bilaxy will help to credit to your Bilaxy balance after checking, you need to follow below procedures:
- Pls submit a ticket on Bilaxy with Txid and deposit problem description;
- Wrong deposit will be uniformly processed normally within 24hrs-72hrs and will be credited to your bilaxy account after checking. pls wait patiently after ticket and pay attention to check your balance in time;
- It will take 0.02 eth or equivalent fee for handling wrong deposit due to the cost of multi-party operations and token collecting transfer ect.
2. Deposit ETH through contract:
- Bilaxy does not support Ethereum transactions generated from smart contracts. (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.
3. Missing or wrong Tag, Message,Memo,PaymentID
- 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.
- Pls submit a ticket and provide the required information as per below link for us to verify the transaction. Failed Deposit 2- Forgot or Wrong Message / Memo /Tag / PaymentID
4. Deposit a non-Bilaxy listing token:
Bilaxy generally does not offer a token/coin recovery service for a non-Bilaxy listing token. 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.
5. 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.
6. 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.