
**Please note that the wrong or without tag/memo will result in the loss of your assets.**

If you didn’t tag or used the wrong tag for your deposit, you’ll need to record a video and send it to us at Support Center so we can help.

* KYC1 is a requirement for deposit with tag issue.
* Deposit video proof
	* Sending platform: Wallet (Such as Metamask)
		* Record starts from the phone's home screen to opening the app (Mobile) or the wallet extension from your internet browser (Computer)
		* Showing the transaction with the full TXID
		* Showing the login process of Bitubu account
	* Sending platform: Exchange (such as Binance)
		* Record starts from the login page (It can be started from login with password/ fingerprint/ pattern lock/ 2FA page)
		* Showing the transaction with full TXID
		* Showing the login process of Bitubu account

**The above information submission does not guarantee that your lost asset is secured or refundable. Retrieving assets is subject to the actual situation.**

**Attention:**

Sub-shots or any cut editing and picture-in-picture will be considered invalid submission

-   Supported video formats: avi, mp4, mov
-   The information displayed in the pre-opened webpage, downloaded data, screenshots, emails, etc. will be regarded as content of no reference value
-   Please show your operation process on the same device, switching devices will be regarded as invalid video
-   If the TXID is not showing in full, please copy the TXID and paste it to a note.

Please make sure the uploaded video contains the content listed above. Otherwise, it may slow down the progress of your review.  
  
Kindly send all the required details to Support Center by using your registered email address.  
  
_*Please note that once the token is credited into your Bitubu account, the case is considered fully resolved_

How do I fix a deposit with tag issues?


**Deposit Fees**

- Free. There are no fees for crypto deposits.

**Withdrawal Fees**

- Our withdrawal fees are dynamic and automatically adjusted based on the status of the market.
- For current withdrawal fees, please refer to the Wallet > Withdrawal.

**Trading Fees**

- Please refer to the Fee Schedule to check your account's [My Fee](https://bitubu.com/balance/fee) and other information.


Fee Structure on Bitubu


Bitubu regularly communicates with listed projects to ensure users can access high-quality projects in the Bitubu ecosystem. Projects that do not meet our standards will be delisted to protect users' interests.

**How does Bitubu evaluate listed projects?**

Bitubu regularly communicates with listed projects to understand their latest development, including product roadmap, team, etc. This includes both positive and negative changes, such as any unexpected deviation from their previous plans.
During major market events, Bitubu would check in with projects to understand how they have been impacted. On the other hand, if an incident happens to a project (e.g., the project was hacked), Bitubu would reach out to see if any support is required. After this, Bitubu will also review how the project team handled the incident and whether they have implemented proper measures to prevent similar incidents in the future.
At Bitubu, we value users' feedback and suggestions. In addition to the above reviews, we will conduct investigations and evaluate whether it meets our standards if there is a large number of complaints for a listed project.

**Frequently Asked Questions**

1. What does Bitubu consider before delisting a project/token?

- Bitubu considers a variety of factors when conducting delisting reviews. Here are some examples:
- Commitment of team to project;
- Level and quality of development activity;
- Trading volume and liquidity;
- Stability and safety of network from attacks;
- Network/smart contract stability;
- Level of public communication;
- Responsiveness to our periodic due diligence requests;
- Evidence of unethical/fraudulent conduct or negligence;
- Contribution to a healthy and sustainable crypto ecosystem;
- Compliance with applicable laws and regulations.

2. What happens to my assets after a project is delisted?
You can withdraw the delisted token to your external wallets before the date specified in the delisting announcement (generally three months from the date of delisting).

3. Do you inform the project before delisting their token?
Due to its sensitivity, we do not disclose any delisting decision to external parties. However, we regularly contact listed projects to collect updated information, such as roadmap, team development, etc.

4. How can a project avoid being delisted?
Projects should actively build their products, engage their community frequently, and publish a clear roadmap.

5. Will Bitubu re-list the delisted token again?
It will depend on the project’s traction.
