Voucher FAQ and troubleshooting

Basics

What is a voucher? Bonus money from BYNAI, counted in USDT, that you use inside BYNAI. See the overview article.

Can I withdraw or transfer a voucher? No. "Vouchers can’t be withdrawn or transferred. Only profit you earn is yours to keep."

Do vouchers expire? Yes. Each voucher expires a number of days after you get it. The number is shown on My Vouchers, and Next expiry shows the date. The voucher expiring soonest is used first. Expired vouchers cannot be renewed or restored.

Are trading fees paid from a voucher? No. Fees are always paid from your own funds. A separate feature, Fee Saver, may pay back part of your futures fees.

Why is my total assets higher than what I can withdraw? In the whole-account view, Total assets includes your voucher balance. It is not included when you filter to one wallet. Vouchers cannot be withdrawn.

Where is my voucher?

I can't see any vouchers. Open My Vouchers (account menu, then Vouchers) and read the message. If it says "No Rewards brought over yet", open BYNAI from the BYNAI bot in Telegram while signed in. If it says "No BYNAI Rewards found", that Telegram account has no Rewards. If it says "Rewards already added to another account", sign in with the account that received them. See the Telegram article.

My voucher disappeared. Check three things: has it expired (see Next expiry and the message "Your vouchers have expired."), has it been used for a trial, an agent stake or a futures order (see Recent uses), and are you signed in to the right account? If none of these explain it, contact Support.

Why do I see "Vouchers are coming soon"? Vouchers are not open for your account yet. "Your Rewards are safe."

Why do I see "Vouchers are paused for now. Your balance stays safe."? Voucher features are temporarily off. Your balance is kept.

Trials

Does a trial cost me money? No. If the agent loses, your payout is 0.

Why has my trial not started? It starts on the next day (UTC). The card shows "Starts [date]".

Why is my profit not paid? After the trial ends you must trade a total of 30 times the profit within 30 days. Check the Trade to unlock card. If the deadline passes first, the trial shows "Expired: trading goal not reached" and the profit is not paid.

Can I run two trials? No, only one at a time.

Futures

Why is "Use voucher" greyed out? Read the sentence under it. It tells you what to change (Market or IOC/FOK Limit order, turn off Reduce-only, remove TP/SL, or close your current position on that pair).

Why did my voucher not come back after I closed my position? A futures voucher is spent when you place the order. The unused part shows as "Expired unused".

Why can't I change leverage or margin mode? You have a voucher position open on that pair. Close it first.

Why did the voucher not cover my loss at the start? Loss cover only starts after the waiting time in "Loss cover starts [time]".

Rewards cash and Fee Saver

Can I undo "Convert to voucher"? No. The choice is final.

Why was my fee not reduced? Fee Saver may have reached its daily limit, expired, or not be switched on for your account yet. See the Fee Saver article.

What Support cannot do

Do not expect Support to extend an expired voucher, restore a forfeited trial, move Rewards to another account or lift the lifetime voucher limit. This guide does not promise refunds, compensation or processing times.

When to contact Support

Include:

1. Your BYNAI account ID (and your Telegram username for Rewards questions).
2. Screenshots of My Vouchers and of the exact message you see.
3. The date and time, with your time zone.
4. For futures: the pair, order type and size. For trials or stakes: the agent name and amount.

Never share your password, 2FA code, seed phrase or private key with anyone.

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