If you experience issues during a crypto deposit, such as:
Entering the wrong Memo,
Sending unsupported coins (not listed on BTSE.ID), or
Receiving a refund from another exchange or transferring assets to a Hot Wallet address,
you can submit a recovery request by following these steps:
Steps to Request Asset Recovery
Log in to your BTSE.ID account
Go to the "Wallet" menu and select "Deposit"
Click the “Deposit not received? Click here” link next to your latest deposit record
You’ll be redirected to the Deposit Status Request page.
Alternatively, access it directly here:
https://www.btse.id/usercenter/wallet/not-arrival/guideChoose the reason that matches your deposit issue
Click the “Submit Appeal” button
Fill out your transaction information accurately, including:
Coin name
Destination address
Deposit amount (up to 8 decimal places)
TxID/TxHash
Once all details are complete, click “Submit”
Notes:
If your coin amount has more than 8 decimals, only input the first 8 digits.
Please remove thousand separators (such as dots or commas) before submitting the amount.
If the coin is not listed on BTSE.ID, use the search function and then click “Confirm” to save the entry.
Next Steps:
On the next screen, you’ll see your transaction details and an estimated handling fee.
In some cases, you may be asked to upload a video of the transaction.
Make sure to follow the video recording guidelines shown, or refer to the full guide on the Video Submission Requirements page.If you agree with all applicable terms, proceed with submitting your appeal.
After submission, you can track your appeal status and recovery progress independently via the
“Deposit Recovery Request Records” menu.
Additional Information
Handling fee details can be found on our FAQ page.
For further questions, please contact BTSE.ID Customer Support at www.btse.id or directly through the app.
