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. 

While logged into your account, open a support ticket from your dashboard with the following information:

Our support team will be able to track down your order and give you the details to provide to your country's authorities for the report you will need to file with them.

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.

Unfortunately, for privacy and security purposes, we are unable to provide any specific information about our customer accounts or orders 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 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 authorities 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 signing a message with your private key to prove that you do own the wallet. The cryptographic signed message will help prove the validity of the report to the authorities and likely help expedite the process.

How to sign a message:

Please contact our support team if you feel you have further questions or need additional assistance.