BingX now offers a self-service request for users who receive refunds from other platforms and want to deposit the refund amount into their BingX Fund Account.
Before starting a refund application, it's important to understand your situation. A withdrawal refund usually refers to a case where a user withdraws from BingX to another exchange, but the other exchange rejects the deposit (due to an invalid tag, unsupported coin type, or other reasons) and returns the amount to BingX.
If your withdrawal status on BingX shows as successful, but you have not received the withdrawal at the receiving exchange, you can provide the withdrawal TxID to that exchange's customer support team. You can find withdrawal TxID details under your Fund Account Asset Records → Withdrawal.
Once you confirm that the receiving exchange has returned the deposit to BingX, obtain all refund details from that exchange. Then, you can refer to the guide below to submit a self-service request.
How to Submit a Refund Request
Step 1: Move your mouse to the top-left corner to find Help Center → select Retrieve failed deposits/withdrawals. You will be redirected to the self-service page.
If you're using the BingX app, tap the avatar in the top-left corner of the home page, then tap Help Center.
Step 2: Select the reason your deposit was not credited: Withdrawal is returned, then click to apply and fill in the information.
Step 3: Fill in the details of the withdrawal refund.
a. Coin: The name of the coin you deposited.
b. Network: The blockchain of the coin you deposited.
c. Your withdrawal information on BingX - You can find the details here.
- Withdrawal amount (excluding fees)
- Withdrawal address
- Withdrawal TxID/TxHash
d. Refund information returned to BingX from the other exchange - You can obtain the details from the exchange that issued the refund.
- Refund amount
- Refund TxID/TxHash
Note:
Do not enter the withdrawal TxID (from BingX) in the refund TxID field.
Make sure the refund amount you enter is correct. You can use a blockchain explorer to confirm whether the refund amount is accurate.
If your withdrawal was successful, but you have not received the funds and there is no "refund TxID," contact the receiving platform for further assistance.
You can submit a self-service request only after the relevant exchange or platform has successfully processed the refund.
Step 4: Upload a clear screen recording to verify that the refund/return transfer was sent from the external trading platform to BingX.
The screen recording should include the following key points:
*Note: If the screen recording file does not include the necessary information, your request may be rejected.
- Log in to the external trading platform: Successfully log in to the external trading platform. To protect your login information, you can enter your username and password before starting the screen recording. You can also log in using Face ID, SMS verification code, Google Two-Factor Authentication (2FA), or other methods.
- Deposit/refund record page: Navigate to the deposit or refund record page on the corresponding trading platform.
- Show withdrawal details: Show the relevant withdrawal details and all deposit or refund details. The details should include the amount, currency, transfer date and time, and the complete transaction hash (TxID).
- Show the complete refund TxID or navigate to the blockchain: If the external trading platform's history page does not show the complete refund TxID, but instead shows a link to the corresponding blockchain, click the link and show the information on the blockchain.
If you obtained the refund TxID only through an inquiry with the external trading platform's customer support (such as chat history with the customer support team, or refund details obtained by email, SMS, or a self-service app), record the relevant conversation and details in the screen recording video.
Tips:
- Note that the above requirements apply to the platform from which you previously deposited to BingX (for example, Binance, Kraken, Coinbase, MetaMask, etc.), not to the transaction details in your current BingX account.
- Record the process of logging in to that platform in the screen recording video.
Step 5: Upload a confirmation email from the other exchange regarding the returned transaction.
You may choose to upload the email confirming the successful return from the platform as supplementary information. If you choose to submit this information, forward the successful return email sent by the other platform as an attachment to depositwithdraw@bingx.com, and register the forwarding email address you used.
Step 6: After completing all information and video recording, click Submit. Our relevant department will review your request.
We will process your request within 7-15 business days and, depending on the actual circumstances, return your deposited assets back to the sending wallet. The processing outcome is subject to confirmation from the technical specialists.If you provide incomplete information, it may take longer to retrieve your assets.
You can also check your request status in Application Records.
After the refund is approved, the currency will be credited to your Fund Account. You can view transactions marked as "Transfer In" in Asset Records.
If you encounter any other issues, please feel free to contact our online support, and we will provide further checks and assistance.
If your request is rejected
If your request is rejected, you may need to provide additional information to complete the request process. Follow the steps below to submit the missing details to our team.
Step 1: Go to the Application Records page, then click "Provide additional information".
Step 2: The system will prompt you to resubmit a video that includes the required information. Hover over the question mark icon to find the corresponding solution.
Alternatively, you can view each rejection reason and its solution in the table below.
| Type | Solutions |
| Information error, correct information must be provided | Confirm that the submitted video meets the requirements: Use another device to record the app login process. Screen recording is not allowed. Provide a clear video showing the complete deposit TxID and return TxID. Provide an externally recorded video of the other platform's app. |
| Information error, please forward the email according to the tutorial | Forward the correct email according to the tutorial: The .eml attachment must not be missing. Provide the correct .eml attachment content, which must be the email sent by the other platform in .eml format. |
| More information needed | Contact customer service for help |
| No matching withdrawal record found | Contact customer service for help |
Step 3: After you submit the new video, the relevant team will review your information and reply to you within the next 7-15 business days.
Note: If we do not receive your new submission within the next 7-15 business days, the system will close your request. After the request closes, you must submit a new request if you want the case reviewed again. The resubmission process is the same as the steps above.
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