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 90 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:

Video Screen Recording of a 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. Log in to platform A successfully using Face ID, SMS code, or 2FA verification (QR code login and Google email login without password are not accepted).
2. Navigate to the transaction history page.
3. Show all the details of the transaction clearly (amount, coin type, transfer date and time, and the complete TXID).
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 Platform A does not provide a direct link to the blockchain, copy and paste the TXID into a blockchain explorer and show the complete transaction details.

 

 

 

For Level 2:

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:

Successfully initiate a new transfer from Exchange A to Bybit for the same coin type, ensuring that the transfer amount is approximately 20% of the claimed deposit. For example, if you are recovering XRP, the new transfer must also be in XRP.

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

 

Create a Video Screen Recording After Making the New Deposit

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

1. Log in to platform A successfully using Face ID, SMS code, or 2FA verification (QR code login and Google email login without password are not accepted).
2. Navigate to the transaction history page.
3. Show all transaction details clearly for both the previous and new deposits (amount, coin type, transfer date and time, and the complete TXID).
4. Please click on the link that redirects you to the blockchain and show us both transaction information (Amount, coin type, transfer date and time, as well as the completed TXID) on the blockchain.

If Platform A does not provide a direct link to the blockchain, copy and paste the TXID into a blockchain explorer and show the complete transaction details.

Identification Document and Selfie Required for all verification levels

(i) Identity Document Submission

• Submit the same identification document used for your Bybit KYC verification.
• If you previously used a national identity card, you must submit the same identity card (front and back).
• Submitting a different document (e.g., originally using an identity card but now submitting a passport) will be rejected.
• The document must be clear, legible, and in HD resolution, with your facial features clearly visible.
• Scanned, printed, or photoshopped documents are not acceptable. The document must be an original photo in JPEG, JPG, or PNG format.

 

(ii) Selfie Video Submission (HD Resolution):

• Record a selfie video holding a handwritten note with the following statement:

"I, (First and Last Legal Name), declare this on (DD/MM/YYYY). I confirm that the verification information I have provided is true and proves that I am the rightful fund owner. I understand that providing false information will result in legal consequences."

• Read the statement aloud in English (or your native language if English is not possible).
• Hold the same identification document used for KYC verification.
• Ensure your facial features are clearly visible.
• The date on the note must match the date the video was recorded.

 

 

Disclaimer: The platform may change its verification, security, and procedural requirements at any time, and such updates take immediate effect once published on the official website, even if not previously stated in communications, guides, or FAQs. Users must provide accurate, current, and complete personal information, and update it when requested. Providing false or misleading documents can lead to transaction delays or account suspension. Please refer to Bybit Platform Terms and Conditions.

 

 

 

For rejected requests on the self-service recovery platform:

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.