Most problems in the app have simple explanations. Work through the relevant section below before contacting support, and you will often solve it in a couple of minutes.
My mining balance is not growing
Check whether a session is running. You only accumulate new BTCY while a session is active. If your last session ended, start a new one. Also open the mining details screen to see your current and boosted rates.
My balance looks lower than expected
Part of it may be pending. Verified balance is fully usable, while unverified balance, such as earnings that depend on verified ad engagement, needs confirmation first. Look at the breakdown in your wallet before assuming anything is missing.
My reward was rejected
Common reasons are an unclear screenshot, an account that does not match, or a task that was not completed as described. Re-read the task instructions and submit a clear, valid proof.
I did not win an airdrop
Each campaign has an "Ends" date and a "Distribution" date, and winners are selected after it closes. Check in-app notifications and the official channels. See our airdrops guide.
I cannot log in
Use "Forgot password" on the login screen, enter your email and follow the reset link. If no email arrives, check spam and confirm you are using the address you registered with. Treat any reset email you did not request as suspicious.
My withdrawal is still pending
Withdrawals are reviewed and typically processed within a short window. Check the status in your withdrawal history rather than submitting again. A rejected request shows the outcome so you can fix it. See the withdrawals guide.
A feature is not available to me
Some functions, such as buying, selling and exchange, can vary by region because of local regulations, and the app applies restrictions based on your location.
The app language is wrong
You can switch the language from your account or profile section. Bitcoin Yay supports several languages, including English, Chinese, Spanish and French.
When to contact support
If the steps above do not help, reach out through the official support page. Include what you did, what you expected and what happened, and add screenshots. Never send your password to anyone, and ignore anyone who contacts you offering to "fix" your account for a fee.
More answers are in the FAQ and our security checklist.
More quick answers
The app is slow or will not load. Check your connection, close and reopen the app, and make sure you are on the latest version from the App Store or Google Play. Restarting your phone can also help.
I did not receive a verification email. Check your spam folder, confirm you typed the address correctly and wait a few minutes before requesting another.
My referral is not showing. A referral counts once the new user has signed up through your link and become active. Ask them to complete registration and start a session.
My streak was reset. Missing a day means you stop accumulating new BTCY until you start another session. Your existing balance is unaffected.
A page shows an error. Refresh it, sign out and back in, and try again a little later. If it persists, take a screenshot and contact support.
How to write a good support request
Support can help you faster when the request is clear. State what you were trying to do, what you expected and what actually happened. Include the date and time, the device you use and the app version if you know it, and attach screenshots. Never include your password in a message. Be patient and reply to follow-up questions, and avoid opening several duplicate tickets about the same problem, which can slow things down. A calm, detailed message is the quickest route to a fix.