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Please refer to the following Help articles for more details.

I'm receiving crypto assets sent from an external wallet to LINE BITMAX, but they aren't appearing
I sent crypto assets from LINE BITMAX to an external wallet but they aren't appearing/the transaction wasn't completed

See also:
When will the Japanese yen I deposited appear in my wallet?
How long will it take for money to be withdrawn to my bank account?

As mentioned in our notice about resetting your passcode, you need to set a new six-digit passcode to use LINE BITMAX.
Note: If you haven't set a new passcode, you'll be shown instructions to do so when you access LINE BITMAX service screens.

If you haven't set a new passcode by 11 am on April 23, 2025, some transactions and features will be restricted. Please verify your identity from the pop-up instructing you to do so that's shown when you try to use a restricted transaction or feature.

Transactions and features subject to being restricted:
• Adding a new bank account
• Viewing/changing your personal information
• Viewing/changing your registered information
• Opening a margin trading account
• Deleting your LINE BITMAX account
• Trading on the brokerage (In principle, per day amounts of JPY 100,000 and greater in transactions are subject to restriction. If you opted to add passcode verification, per day amounts under JPY 100,000 in transactions are also included.)
• Trigger orders on the brokerage
• Trading on the exchange
• Margin trading (margin sell and closing buy trades)
• Withdrawing Japanese yen
• Receiving crypto assets
• Sending crypto assets
• Submitting new lending applications for the Crypto Asset Lending Service
• Changing your passcode and adding passcode verification for certain transactions and features
• Issuing trade reports (if you've opted to add passcode verification for it)

To remove the restrictions:
• You need to verify your identity with your My Number Card.
Note: Your identity cannot be verified with a form of ID other than your My Number Card.　If you don't have a My Number Card, you can verify your identity after acquiring one.
• Please verify your identity by tapping Verify on the pop-up shown when you try to use a restricted transaction or feature. For more information about how to verify your identity, see the following LINE BITMAX official blog content. (Only available in Japanese.)

Simple identity verification: Verifying your identity with your My Number Card

This Help article explains how we handle situations where crypto assets are sent to an address or network you didn't intend to use or select.

If crypto assets are sent to the wrong address (one that belongs to a wallet managed by our company) using a method not specified by us, we will process a return after verifying your identity and other relevant details. However, returns are only possible under certain conditions and will incur a fee. If eligible, the same type of crypto asset sent to the wrong address will be returned to your LINE BITMAX wallet.

If you wish to have your crypto assets returned, please check that your situation falls under one of the eligible cases below, and then contact us via the Inquiry Form.
Note: Returns are generally not possible if the amount of crypto assets sent to the wrong address does not exceed the applicable fee.

Cases eligible for return:
A return is possible if the crypto assets were sent to the address under any of the following conditions.
Note: Please understand that returns may not be possible depending on the results of our investigation.

• You sent crypto assets to an address associated with a LINE BITMAX account that was not operating normally at the time they were received (including accounts subject to necessary measures by us or accounts that have been deleted).
Note: This excludes old addresses created in or before 2021 for receiving crypto assets. (For more details, see here. The link is only available in Japanese.)
• You sent Ripple (XRP) or Stellar Lumens (XLM) without a tag/memo entered.
• You sent XRP or XLM with an incorrect tag/memo entered.
Note: If it's determined that the tag/memo entered matches an existing one, our investigation may result in us being unable to return the crypto assets.
• You sent Bitcoin (BTC) or Litecoin (LTC) to an address that's on a different network.
E.g. Sending BTC to a Bitcoin Cash (BCH) address, BTC to an LTC address, or LTC to a BCH or BTC address.
• You sent crypto assets to an address such as one intended for us to send crypto assets.
E.g. You sent crypto assets by entering an address that our company specifically uses for sending crypto assets from the LINE BITMAX service.

Cases not eligible for return:
• You sent crypto assets unsupported by us at the time they were received.
• You sent crypto assets by selecting a network unsupported by us at the time they were received.
• You sent an amount of crypto assets not exceeding the applicable fee to the wrong address.
• Any other cases not listed under the "Cases eligible for return" section above (including situations where, despite our investigation, we cannot confirm the crypto assets were received and determine we are unable to return them).
E.g. Sending crypto assets to an old address created in or before 2021 for receiving crypto assets or sending BCH to a BTC or LTC address.

Fees (as of November 12, 2025):
• Bitcoin (BTC): BTC 0.003
• Ripple (XRP): XRP 100
• Stellar Lumens (XLM): XLM 750
• Litecoin (LTC): LTC 2
• Ethereum (ETH): ETH 0.07
• Bitcoin Cash (BCH): BCH 0.5
• KAIA (KAIA): KAIA 1,300
• Polkadot (DOT): DOT 50

Note:
- The fee is based on the date we process the return, not the date the crypto assets were received.
- The fee for processing the return will be deducted from the received crypto assets, so you don't need to prepare additional assets.
- We cannot deduct the fee from assets already in your wallet.
- In principle, we are unable to return crypto assets if the amount sent to the wrong receiving address does not exceed the fee, even if combining it with your LINE BITMAX balance exceeds the fee.
- This fee is an administrative charge applied each time we process a return for crypto assets sent to the wrong address.
- If you mistakenly send crypto assets to the wrong address multiple times, and the amount sent each time does not exceed the fee, we generally can't process a return, even if the combined amount exceeds the fee.
- Any changes to the fees will be announced in advance.

Important:
- When contacting us, we ask that you submit documents for identity verification.
- It may take a considerable amount of time from when you contact us until your crypto assets are returned.
- Even if your situation matches those listed under the "Cases eligible for return" section above, our investigation may result in us being unable to return the crypto assets.

You can contact us at any time via this Inquiry Form.