When crypto is sent to a Ballet wallet address through a network that Ballet does not currently support for that asset, the transaction may still be confirmed on the blockchain. However, the asset may not appear in the Ballet Crypto app because the app only displays assets on supported networks.
Please check the network tag shown next to the receiving address in your Ballet wallet, such as BEP20 or ERC20. This tag indicates which network the address is intended for, such as Binance Smart Chain for BEP20 or Ethereum for ERC20. You should only deposit crypto using the corresponding supported network. If a different or unsupported network is used, the funds may not be visible in the Ballet app.
If you have already made a deposit through an unsupported network, Ballet cannot cancel, reverse, or manually move the blockchain transaction. Depending on the asset and network, the funds may only be accessible by the wallet owner using the wallet’s required security components and a compatible wallet or tool that supports the network where the funds were sent. This process may involve sensitive wallet information and should only be performed by the wallet owner in a secure environment. Ballet Support cannot ask for, receive, or use your private key entropy or passphrase entropy.
To proceed, please follow the steps below:
First of all, utilize one trusted BIP38 open-source tools, such as https://www.balletcrypto.org.
(Note: To ensure the security of your wallet information, it is crucial to perform the following steps while the page is offline.)
1. Open your browser and navigate to https://www.balletcrypto.org.
2. Disconnect your device from the internet or save the web page offline (it is recommended to save it offline).
3. Find "Step 1: Enter your wallet passphrase" and enter the 20-digit passphrase [3] on your Ballet Wallet in the box below.
4. Find "Step 2: Enter your Wallet's BIP38 Confirmation Code or Encrypted Private Key." and enter the wallet's encrypted private key (the information on the yellow sticker) [2] in the box at the lower right corner. Or click "Scan" to use the camera to scan the QR code of the encrypted private key.
5. Click "Decrypt" to obtain the ETH private key.
We recommend conducting your own research to find another brand of wallet that supports that specific network. As this is beyond the scope of Ballet, we cannot provide specific recommendations or take responsibility for other brand wallets. For detailed instructions on the import process and operations, we suggest reaching out to the support team of the relevant other brand wallet.
Important security warning：
Decrypting or importing a private key exposes sensitive wallet information. After a private key has been revealed or imported into another wallet or tool, the Ballet wallet should no longer be treated as fully cold storage. If the wallet contains other assets, consider moving them to a new secure wallet.