ETH funds transfer issue from coinbase to BYBIT, anyone experiences something similar?

So I sent funds to my account using coinbase, I just downloaded Bybit. Sent a test deposit from Coinbase to Bybit and it worked fine (10 minute wait). Sent the larger fund afterward, been over an hour so I contacted customer support. They said I sent via smart contract so I have to fill out a recovery form, I just filled one out and they said they are going to there recovery team. I am very anxious and scared, has anyone been through this? Is Bybit good about recovering funds? I checked Etherscan and the money is there, just not in bybit.