In certain cases of abnormal crypto deposits—such as funds mistakenly sent to a Hot Wallet address—BTSE.ID may request a video as supporting evidence when users file a dispute. Below are the guidelines for recording such a video:

Note: This process must be carried out on the platform or app used to send the funds (not via the BTSE.ID app).

Video Recording Requirements

• Use two separate devices:
  One device to log in to the sending platform, and one device to record the video.
  
  

• Record in one continuous take without any cuts or edits.
  If the recording is interrupted or switched between devices, the video will be considered invalid.
  
  

• The video must clearly show the following:
  
  

  • A valid government-issued ID document, such as a National ID (KTP), Driver’s License, or Passport.
    
    

  • The login process into the sender’s exchange app using email and password (do not use fingerprint or biometric login).
    
     Make sure your password is not visible in the video.
    
    

  • Your account profile on the sending platform, displaying your name or email address.
    
    

  • The refund transaction details (TxID) from the sending platform or evidence of communication with their customer support.
     If available, also include the token/coin type, amount, and transaction date.
    
    

• Ensure that all information in the video is clear and legible.
  If the video does not meet the criteria, you will be asked to upload it again.
  
  

• Check the status of your dispute regularly through the appeal submission page.
  
  

How to Obtain a Refund TxID

For deposits to a Hot Wallet from a third-party exchange refund:

• Some exchanges provide a tracking or appeal page that displays the refund TxID.
  
  

• If not available, contact the customer support team of the sending exchange to request the refund TxID.
  
  

For deposits that were not part of a refund:

• You can find the TxID in the withdrawal history of the sending platform.
  
  

• This applies when you manually sent crypto to a Hot Wallet address.
  
  

If you need further assistance or encounter any issues during the process, please contact BTSE.ID Customer Support on our official website at www.btse.id or through the mobile app.

Thank you for using BTSE.ID.