We understand that this can be a very frustrating experience and we will strive to make the process as smooth as possible on our side.
If you are a registered Bity.com customer and the transaction was made to / from your account:
While logged into your Bity.com account, open a support ticket from your dashboard with the following information:
The Bity.com reference number (bity.com XXXX-XXX), or
The address where the funds were sent, or
The blockchain transaction ID.
Our support team will be able to trace your transaction and give you the details to provide to the police for the report you will need to file after.
Please note that we do not hold customer funds (you can think of us as a currency exchange office). We neither store nor control the private keys nor the funds of our customers. You are the only person in possession of your funds at all times, so please make sure to follow the basic security rules for your own protection.
If you are not a registered Bity.com customer and the transaction was sent to / from a Bity.com account:
Unfortunately, for privacy and security purposes, we are unable to provide any specific information about our customer accounts or transactions to people contacting us over the internet. Simply providing our support team with a transaction ID on blockchain explorer that went through a Bity.com account does not definitively prove the money was stolen or that this is not an attempt to gather private information about our customers or their accounts.
You will need to contact your local police authority and file a report. From there, they should contact us directly or through the Swiss police and we can then provide assistance.
If the lost funds are from a wallet you control, then we suggest singing a message with your private key to prove that you do own the wallet. The cryptographically signed message will help prove the validity of the report to the police and likely help expedite the process.
To sign a message for Ethereum wallets:
You can install the MyCrypto desktop app locally and import the private key, or the 12 to 24-word mnemonic phrase, backup. The MyCrypto app allows you to compose and sign a message for free.
To sign a message for Bitcoin wallets:
The easiest way is to install the Electrum desktop app and follow the same procedure as described above for Ethereum.
Please contact our support team if you feel you have further questions or need additional assistance.