Support & Troubleshooting

Operator & jurisdiction: BASIS is operated by BASIS DIGITAL INFRASTRUCTURE LTD, a Seychelles-incorporated entity (LEI: 254900IX2F2KCWNSSS64).

Currency convention: All portfolio values, reward displays, and performance reporting may be shown in USDT as an internal accounting and display unit representing USD-equivalent value. USDT is not a depositable or withdrawable asset on BASIS.

Research context: BASIS integrates research and risk methodology informed by Base58 Labs, with emphasis on structural alpha capture, deterministic execution, and state-machine risk controls.

Contact

General support / enquiries	[email protected]
Security disclosures	[email protected], subject: [SECURITY DISCLOSURE]
Legal matters	[email protected]
API / technical integration	[email protected]
Official platform	https://basis.pro/
Research Partner	Base58 Labs

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Common Issues

1) I did not receive the login code

1

Check your spam or junk folder.

2

Wait 2 to 3 minutes. Delivery delays can occur.

3

Confirm that your email address was entered correctly.

4

Request a new code from the login screen.

If the issue persists after 10 minutes, contact [email protected] and include:

• your account email address

• the approximate request time

• any screenshots of the login screen error, if available

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2) My deposit is not showing

Deposits must be made in supported native assets only:

• BTC

• ETH

• SOL

• PAXG

USDT is not depositable.

BTC

• BTC deposits use a BASIS-assigned address unique to your account.

• No Web3 wallet connection is required for BTC deposits.

• Minimum BTC deposit: 0.0001 BTC

• Typical deposit processing begins after network confirmations.

• If your deposit does not appear after 60 minutes, contact support with your TXID.

Important:
Always copy your BTC deposit address directly from the BASIS dashboard.
Do not reuse old addresses unless they are currently shown in your account.

ETH

SOL

PAXG

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3) My withdrawal is delayed

Withdrawal timing depends on the asset and account state.

Asset	Typical withdrawal time
BTC	30 minutes to 1 hour
ETH	1 to 6 minutes
SOL	1 to 6 minutes
PAXG	1 to 6 minutes

Withdrawals may take longer due to:

• network congestion

• internal security review for unusual activity

• wallet signature or destination verification issues

• temporary state-based controls during protective system conditions

Withdrawal fee: 0.05%

If your withdrawal remains pending beyond the expected range, contact [email protected] with:

• your account email

• asset type

• request time

• destination address

• transaction hash, if one has been assigned

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4) Rewards appear paused or slower than expected

Rewards accumulate in real time as the same stToken in your Staking Wallet.

Examples:

• BTC staking earns stBTC

• ETH staking earns stETH

• SOL staking earns stSOL

• PAXG staking earns stPAXG

If rewards appear paused or slower than expected, check the following:

1. Confirm the asset is staked in the Staking Wallet, not sitting idle in the Funding Wallet.

2. Confirm the position is active and not already in an unstaking-complete state.

3. Review the dashboard state indicator for any protective execution controls.

4. Confirm whether your position is in a fixed pool and still within lock-up.

Funding Wallet: holds native assets for deposit and withdrawal

Staking Wallet: holds stTokens used for staking and reward accrual

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5) I cannot swap my stToken back to native asset

Swaps on BASIS are same-token only and always 1:1:

• BTC ↔ stBTC

• ETH ↔ stETH

• SOL ↔ stSOL

• PAXG ↔ stPAXG

Cross-asset swaps are not supported.

Example:

• ETH to stETH: supported

• stETH to ETH: supported

• ETH to stBTC: not supported

If a swap is unavailable, check:

• whether the corresponding native token or stToken balance is in the correct wallet

• whether the platform is applying temporary operational safeguards

• whether you are trying to swap a supported same-token pair only

Swap fee: 0.01%

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6) I cannot unstake part of my position

Unstaking is processed as full-position only.

That means:

• the unstake amount is auto-MAX

• partial unstaking is not available

• the entire selected staked position is unstaked at once

For fixed pools:

• unstaking is available only after the lock-up period ends

• there is no early exit option

Upon unstake completion:

• the claimable amount is automatically credited to your Staking Wallet as stToken

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7) I lost access to my email account

Because BASIS uses email-based authentication, access to your registered email is important for account recovery.

Contact [email protected] immediately and include:

• the email address associated with your account

• any transaction history you can reference

• approximate dates of recent activity

• identity verification materials if requested by compliance

Account recovery may require review time for security reasons.

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8) My booster reward looks incorrect

Booster multipliers are applied according to the selected lock period.

Booster Period	Reward Boost
14D	+10%
30D	+20%
90D	+50%
180D	+100% (2×)

Check:

• the selected booster period at stake time

• whether the position is still active

• whether the displayed value is shown in stToken units or USD-equivalent display terms

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Dashboard Reference

The main dashboard sections are:

Section	Purpose
Stake	Stake native-supported assets through their stToken pair
Assets	View Funding Wallet and Staking Wallet balances
Referral	View contribution-aligned referral network activity
Support	Access help and contact routes
Account	Manage profile and security settings

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Wallet Structure

Wallet	Holds	Primary use
Funding Wallet	Native tokens: BTC, ETH, SOL, PAXG	Deposit, withdraw, prepare for swap
Staking Wallet	stBTC, stETH, stSOL, stPAXG	Stake, track rewards, receive unstake credit

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Operational State Reference

State	Meaning	Impact on User
Normal	Platform operating within expected bounds	Full access to standard functions
Protected	Temporary execution safeguards active	Some actions may process more conservatively
Maintenance	Controlled operational review or infrastructure transition	Certain actions may be delayed

During protected or maintenance conditions, behavior is intentional. Controls are designed to preserve deterministic execution, enforce math-based constraints, and reduce unnecessary risk.

BASIS infrastructure is designed around deterministic execution, structural alpha capture, and tightly bounded risk controls.

Key execution characteristics include:

• sub-50μs internal decision latency

• 100K+ OPS routing capability

• proprietary execution and routing infrastructure

• state-machine-based operational controls

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When to Contact Support

For any issue not covered here, email [email protected] with:

• your account email

• the nature of the issue

• relevant timestamps

• transaction IDs, hashes, or signatures

• screenshots, if available

For urgent operational issues involving deposits, withdrawals, or system behavior, you may also contact [email protected].