When a deposit made from your e-wallet (such as bKash, Nagad, Rocket, UPay, Tap, OKWallet) fails or the money is not credited to your account, the Baji support team may request a video as proof of the transaction. This video helps to resolve your issue quickly.
Please follow the steps below to create and send the video:
Preparation for the Deposit Request Proof Video:
You need to have three things ready:
Two Smartphones: You will use one to operate your wallet app and the other to record the video.
Clear Lighting: Record the video in a well-lit area to ensure it is clear.
Video Size: The maximum size of the video must be within 25 megabytes.
What to do if the video size is more than 25 megabytes?:
If you are unable to make the video, a guide video will be provided. Or, if the video you made has a large file size, you will need to convert the video to 25 MB to send it successfully and correctly. To learn how to convert the video, click here and watch the video. We hope you will learn by watching the video once, so please do it correctly without rushing, and then contact us. Thank you.
Steps for Recording the Video:
Step 1: Start Recording
Start recording the video with the second phone.
On the first phone, open your e-wallet or mobile wallet app (bKash/Nagad/Rocket, etc.).
Important: From the app's settings, select English as the language. This is mandatory so that our support team can easily understand all your transaction details.
Step 2: Record the Login Process
Log in to the app with your e-wallet or mobile wallet account phone number. Your wallet account number must be visible, as it will be considered the number from which you sent the money.
For security, please change the password or PIN of your e-wallet account, as you cannot cover the screen while recording the video.
Step 3: Show the Transaction Details
After logging into your e-wallet app, go directly to your ‘Transaction History’ or ‘Statement’ option without any interruption.
Open the details page of the transaction that has the issue.
Ensure that the following information is clearly visible in the video:
Detailed description of the Cash Out, Send Money, or Payment.
Our Agent/Merchant number.
The amount of money you sent.
The correct date and time of the transaction.
Most importantly, the Transaction ID (or TrxID).
Step 4: Finish Recording
Stop the video recording once all the information has been clearly shown.
Remember: The video must be continuous and must not have any editing or trimming.
#Still don't understand how to make a video proof of deposit? Click here to watch the video tutorial to learn how. If you follow these rules, your deposit video proof will be correct, and we and our Baji support team will be able to provide a solution quickly. #
Some Important Rules:
The video must be recorded continuously. No editing, trimming, or pausing is allowed.
Screen Recording is not acceptable. You must use another phone to record the video.
The video must not be blurry or dark.
How will you send the video proof of deposit to us?
Usually, when you provide your deposit's Case ID in the live chat, our Baji support specialist may request you to send a video proof. For your convenience, there are two ways to send the video:
1. Via Live Chat:
You can send the video to our Baji customer specialist through the live chat.
2. Via Email:
If you want to send the video outside of live chat, you can send it to our official support email.
Email Address: support.bd@baji.live Action Required: When sending the email, please mention your Case ID and Username in the subject line and attach the video file. After verifying the proof you sent, our support team will work to resolve your issue as quickly as possible.
Process for Sending the Video via Email:
Once the video of your paid deposit proof is created, send an email with the following information. The video file will be sent to our Baji payment team for review via our Baji support.
Below is the template for how to send the video with the email:
Email Address:
support.bd@baji.liveEmail Subject:
Deposit Request Video
In the body of the email, please write the following information in an organized manner:
1. Username:
2. Registered Phone Number:
3. Wallet Name: (For Example: bKash, Nagad, Rocket, UPay, Tap, OK Wallet)
4. Your Wallet Number:
5. Agent Number:
6. Amount:
7. Date & Time:
8. Transaction ID:
9. Deposit Case Report ID (if any):
at last, attach your recorded video file to the email and send it.
After verifying the information and video you sent, the Baji support team will take prompt action to resolve your issue.