Dear BitMart Users,
Further to our announcement of September 9, 2026 regarding the appointment of Alvarez & Marsal ("A&M") as BitMart's financial adviser, we confirm that the dedicated user feedback portal is now live.
Portal link: bitmart.com/portal
What the portal is for
The portal is a single, centralized channel for users to submit questions, concerns, and feedback regarding withdrawal arrangements, our near-term action plan, and BitMart's future direction. Submissions will be reviewed and taken into account in the ongoing assessment being conducted by BitMart together with A&M and our legal advisers.
How to submit
- Open the portal link above.
- In the issue type menu at the top of the form, select "User Engagement Portal." Please do not select any other issue type. Submissions filed under other categories will be handled as routine support tickets and will not be routed into this process.
- Enter your email address. If you are a BitMart user, please use the email address registered to your account so that we can match your submission to your records. This is required so that we can reach you if follow-up is needed. Your BitMart ID is optional, but providing it helps us understand the context of your submission.
- Under Enquiry category, select the option that best matches your submission: Withdrawal-related enquiry,General feedback, Potential investor or restructuring proposal, or Others.
- Enter a subject and description. Please be as specific and factual as possible, and include relevant dates or transaction references where applicable.
- Attach supporting files if relevant (optional), then click Submit.
- Your submission is not complete at this point. You will see an on-screen notice asking you to verify your email address, and you will receive a verification email from [email protected]. Click the link in that email to complete your submission.
- Once verified, your submission is filed automatically and you will receive a confirmation email containing your ticket number. If you do not receive the verification email within a few minutes, please check your spam or junk folder.
Please note
- Please submit only one ticket per issue. Duplicate submissions will not accelerate review and will slow down processing for all users.
- Given the volume of correspondence we are receiving, we may not be able to respond to every submission individually. Every submission is nonetheless recorded and reviewed, and important issues of general concern will be addressed through subsequent announcements and communications.
- The portal is a channel for collecting user concerns and feedback. It is not a channel for individually processing withdrawals, and submitting a ticket does not in itself change the status of any account or asset.
- Information submitted through the portal will be accessed by BitMart and its advisers for the purposes of the ongoing assessment, and will be retained in accordance with BitMart's data retention policy.
- BitMart will never ask you for your password, 2FA codes, private keys, or seed phrases. Please never share them with anyone.
- Please be alert to impersonation. The link above, published through BitMart's official channels, is the only official feedback portal. Verification and confirmation emails relating to the portal are sent only from [email protected]. Please disregard any other "feedback," "claims," or "asset recovery" link or contact claiming to act on BitMart's behalf.
We will continue to provide updates on a rolling basis regarding the action plan, the ongoing assessment, and the appointment of an independent third party to oversee operations and the safekeeping of assets during this period.
Thank you for your continued patience and understanding.
For any immediate inquiries about this announcement, please contact: [email protected]
BitMart Team
