# Support & Troubleshooting {% hint style="info" %} Operator and jurisdiction: BASIS is operated by BASIS DIGITAL INFRASTRUCTURE LTD, a Seychelles IBC (LEI: [254900IX2F2KCWNSSS64](https://lei.bloomberg.com/leis/view/254900IX2F2KCWNSSS64)). Research Partner: Base58 Labs contributes execution research, systems modeling, and risk design. {% endhint %} ## Contact | | | | --------------------------- | -------------------------------------------------------- | | General support / enquiries | | | Security disclosures | , subject: `[SECURITY DISCLOSURE]` | | Legal matters | | | API / technical integration | | | Official platform | | | Research Partner | Base58 Labs | *** ## Common Issues ### 1) I did not receive the login code {% stepper %} {% step %} Check your spam or junk folder. {% endstep %} {% step %} Wait 2 to 3 minutes. Delivery delays can occur. {% endstep %} {% step %} Confirm that your email address was entered correctly. {% endstep %} {% step %} Request a new code from the login screen. {% endstep %} {% endstepper %} If the issue persists after 10 minutes, contact and include: * your account email address * the approximate request time * any screenshots of the login screen error, if available *** ### 2) My deposit is not showing {% hint style="warning" %} Deposits must be made in supported native assets only: * BTC * ETH * SOL * PAXG USDT is not depositable. {% endhint %} {% tabs %} {% tab title="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. {% hint style="warning" %} Always copy your BTC deposit address directly from the BASIS dashboard. Do not reuse old addresses unless they are currently shown in your account. {% endhint %} {% endtab %} {% tab title="ETH" %} * ETH deposits require a connected Web3 wallet such as MetaMask. * Confirm the transaction was sent on Ethereum mainnet. * Ensure the wallet had enough ETH for gas. * Typical arrival time: 1 to 10 minutes after confirmation. * If not visible after 30 minutes, send the TX hash to support. {% endtab %} {% tab title="SOL" %} * SOL deposits require a connected Solana-compatible wallet. * Typical arrival time: 1 to 10 minutes. * If not visible after 30 minutes, send the transaction signature to support. {% endtab %} {% tab title="PAXG" %} * PAXG deposits are live and fully supported. * PAXG deposits require a connected Web3 wallet on Ethereum mainnet. * Ensure the wallet had enough ETH for gas. * Typical arrival time: 1 to 10 minutes after confirmation. * If not visible after 30 minutes, send the TX hash and block reference to support. {% endtab %} {% endtabs %} *** ### 3) My withdrawal is delayed Withdrawal timing depends on the asset and account state. | Asset | Typical withdrawal time | | ----- | ----------------------- | | BTC | 10 to 60 minutes | | ETH | 1 to 10 minutes | | SOL | 1 to 10 minutes | | PAXG | 1 to 10 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 {% hint style="info" %} Withdrawal fee: 0.05% {% endhint %} If your withdrawal remains pending beyond the expected range, contact with: * your account email * asset type * request time * destination address * transaction hash, if one has been assigned *** ### 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. {% hint style="info" %} Funding Wallet: holds native assets for deposit and withdrawal Staking Wallet: holds stTokens used for staking and reward accrual {% endhint %} *** ### 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 {% hint style="warning" %} Cross-asset swaps are not supported. Example: * ETH to stETH: supported * stETH to ETH: supported * ETH to stBTC: not supported {% endhint %} 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% *** ### 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: * after the mandatory 7-day buffer, the claimable amount is automatically credited to your Staking Wallet as stToken | Issue | Likely Cause | What To Do | | -------------------------------------------- | ------------------------------------------ | --------------------------------------------------------------------------------------- | | Unstaked funds not showing in Staking Wallet | The 7-day unstaking buffer is still active | Wait for the mandatory 7-day buffer to complete. Funds will be auto-credited afterward. | *** ### 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 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. *** ### 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 *** ## 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 | *** ## 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 | *** ## 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. {% hint style="info" %} 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 {% endhint %} *** ## When to Contact Support For any issue not covered here, email 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 . --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.basis.pro/reference/support-troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. 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