I. Deposit Process Overview
Blockchain asset transfers consist of three steps:
Withdrawal → Block Confirmation → Deposit Posting
Withdrawal: If the withdrawal status on the withdrawal platform shows "Completed" or "Successful," it means the transfer has been successfully sent from the platform to the blockchain, waiting for block confirmation.
Block Confirmation: Every transaction on the blockchain requires a certain amount of time to be confirmed and sent to the receiving platform. Please be patient while the corresponding block completes the confirmation.
Deposit Posting: Once the blockchain confirmation is complete and sufficient confirmations have been received, the platform will credit the deposit to your account.
Notes:
Block congestion or delays may occur due to a high volume of transactions, which can affect the transfer speed. Typically, you only need to wait patiently. You may check the transaction status using the transaction hash (TXID) on the relevant blockchain explorer.
If the transaction has received full blockchain confirmations but your deposit hasn't been credited, please contact customer support with the following details to verify the transaction status:
Your BitDa UID
Deposit currency, amount, selected blockchain network, and TXID (always copy and paste the complete TXID)
Screenshot showing the sender's successful transfer confirmation
Screenshot of your BitDa deposit address for the specific currency and blockchain (for example: include your ERC20-USDT deposit address screenshot when depositing USDT via ERC20 network)
II. Common Issues with Deposits and How to Resolve Them
1. Depositing a Paused Currency:
If a currency's deposit is paused, it means transfers cannot be received temporarily.
Solution: Please wait until deposits are resumed.
2.Deposit Amount Below Minimum Deposit Requirement:
Each currency has a minimum deposit requirement. If the deposit amount is less than the minimum required, it will not be credited.The platform is also unable to process
3.Depositing a Non-Supported Currency:
BitDa only supports deposits for listed currencies. If you deposit a currency not supported by the platform, it may not be credited. (Always verify that the token is listed on BitDa before depositing.)
4.Using an Unsupported Blockchain Network:
BitDa displays the supported blockchain networks for each currency. If you select a network not supported by the platform, your assets may not be credited. Before depositing, ensure the sending network matches the platform's supported blockchain network.
5.Depositing to an Old Contract Address:
BitDa may upgrade or change currency contracts dynamically. Deposits sent to old contract addresses will no longer be supported. Always confirm that the sending platform's currency contract matches BitDa's current contract address. If unsure, contact BitDa support to verify the correct token contract address.
Solutions for Issues 3-5:
Please contact customer support and provide the following information.
BitDa will make the best effort to assist you in retrieving your assets:
BitDa UID
Currency, amount, selected blockchain, and TXID (copy and paste)
Screenshot of the sender's successful transfer
Correct deposit address (copy and paste from BitDa → Deposit → Currency/Chain → Get Address)
Friendly Reminder:
1）BitDa will do its best to retrieve assets but cannot guarantee recovery for all cases or full amounts.
2）If assets are successfully recovered, a fee will be charged.
3）Due to the complexity/diversity of blockchains, not all deposits can be recovered. If recovery is not possible, the assets will be lost.
4）Asset recovery is expected to take up to 30 working days.
6.Forgot to Fill in/Incorrectly Filled Tag or Memo
For currencies like XRP, EOS, etc., in addition to the address, a Tag or Memo must be filled in. If it's missing or incorrect, the deposit may not be credited properly.
Solution: Please note: Only deposits to BitDa accounts with missing or incorrectly filled tags (provided the Tag is not used by someone else) can be processed. If you enter an incorrect Tag/Memo that is already used by someone else, BitDa will not be able to assist in asset recovery.
Step 1: Small Deposit
Contact online customer support or send an email to customer support, explaining your situation.
Customer service will provide you with a specific small deposit amount (e.g., 10 XRP).
Use the same XRP deposit source address and ensure the correct Tag/Memo is filled in, then make a small deposit.
After the small deposit is credited, please notify customer service again.
Step 2: Provide Information
2.1 Text Information:
Please provide the following information in text format to BitDa customer support:
Your BitDa account UID
Currency and amount of the withdrawal
Withdrawal exchange/wallet name
Withdrawal transaction hash (TXID)
Correct receiving address and Tag/Memo
2.2 Relevant Screen Recordings and Screenshots: For example, if you withdrew from exchange A, provide the following: 2.2.1 Recording Content:
Transfer Record: Start the recording after logging into your exchange A account—navigate to the withdrawal record page—show clear transfer details (time, currency, amount, address, and complete TXID).
Blockchain Record: From the withdrawal page, select the transfer info—click the blockchain link—show the blockchain details (transfer date and time, currency, amount, address, and complete TXID).
2.2.2 Screenshot Content:
Withdrawal page screenshot: Must include detailed information about the withdrawal (time, currency, amount, address, and complete TXID).
Personal information page screenshot: Must show your personal details from exchange A (account UID, email/phone number, identity verification information, etc.).
Notes:
The recorded video must show at least two transitions between pages.
The TXID provided must not be older than 1 month.
2.3 Identity Proof Documents:
Please submit a photo showing your face, holding your ID and a handwritten statement. The photo requirements are as follows:
2.3.1 The ID must match the document used for identity verification during registration.
2.3.2 The uploaded photo/file must be the original file; photocopies or edited images are not accepted.
2.3.3 Check the validity of the ID to ensure it hasn’t expired.
2.3.4 All information must be clear and legible, with facial features clearly visible.
2.3.5 Your handwritten statement must include the following:
Your full name, BitDa account UID, currency, and amount for the deposit
The issue you need to resolve (e.g., XRP tag missing/incorrect, recovery request)
I confirm that this information belongs to me and that I am applying for this on [dd/mm/yyyy]
III. Irrecoverable Deposit Errors
1.Depositing to an Incorrect Address Not Belonging to BitDa: If your deposit is sent to a non-BitDa address, BitDa will not receive the assets and cannot help recover them due to blockchain anonymity.
2.Incorrect Tag (Already Occupied): If you fill in an incorrect Tag that is already used by someone else, BitDa will not be able to process it. Please double-check your entries!
Note: A fee will be charged for deposit recovery. Ensure there are sufficient funds to cover the fee. If the amount after the fee is less than the minimum withdrawal amount, BitDa cannot assist.