Lost safemars bep20 tokens

I did a transfer from trustwallet to BitMart yesterday but never received them. I’m looking at the help section on how to recover bep20 tokens and it says I need the private key for ethereum on BitMart, or is the Bitcoin private key and how would obtain these private keys off BitMart?

Please contact the customer support of Bitmart so they can assist you with the deposit issue. If they are not willing to recover the crypto or credit your account, then, unfortunately, you may consider it as lost. Please be careful next time and triple-check before transacting.

Thanks doing that right now. In a wait time at the moment on BitMart. Someone said they get it resolved pretty quickly.