Email [email protected] with the question and the details that identify your exchange. If a payment has already been sent, include its transaction reference so the relevant stage can be checked.
Support is scheduled daily from 09:00 to 21:00 UTC. The first-response target is three hours during support coverage; investigation and resolution can take longer.
An exchange identifier and a blockchain reference answer different questions. The first locates the order; the second helps establish what happened on the sending or receiving chain.
Include the source asset, network, amount, time and transaction hash or signature. If a platform has not supplied an on-chain reference yet, send its withdrawal status and identifier instead.
State whether the sending fee was deducted from the entered amount. That detail can help explain why the deposit differs from the requested sum.
Include the selected receiving coin and chain, the order status and any destination transfer reference. Explain whether the destination is your own wallet or a platform account.
A successful on-chain transfer and a credited platform balance are different events. The receiving platform may need to check a deposit minimum or its account records.
A clear first message reduces the need to ask for basic context. Copy the field labels below and enter the details available to you; say when a reference is absent.
Attach relevant screenshots after hiding private order links and unrelated account data. Send the secret order access link only when needed through the verified private support channel.
Provide the source transaction reference and the asset, amount and approximate time. These details may help identify the payment, although they do not automatically establish ownership of an order.
Do not make a replacement payment solely to create a new reference. Keep the existing evidence and wait for instructions about the original transfer.
Use the same contact address for a privacy or compliance question, and make the subject specific. Explain whether you are asking about data, a review request, a possible unsupported deposit or general service information.
Useful subjects include:
Consult how request data is handled and the order-review process when relevant. Do not send identity documents unsolicited; follow a verified request and the designated secure procedure.
An investigation can use public transaction evidence without taking control of your wallet. Never disclose recovery phrases, private keys, wallet passwords or PINs.
If a message asks you to import a wallet into an unfamiliar site or send a new payment to unlock funds, verify the instruction through the service's established channel. A display name or copied logo does not prove that the sender is authorised.
For process questions before you pay, see exchange steps and status meanings. Wallet application problems may require the wallet provider's own official support.
These answers help you decide what to include when contacting support. Use the details relevant to your exchange and keep unrelated wallet information private.
Include the public receiving or sending address when it helps identify the relevant transaction. Avoid sharing unrelated balances or complete account screenshots.
A return depends on the state of the exchange and the supported recovery process. Ask for a review and wait for the fee and destination requirements before treating it as agreed.
A screenshot helps explain what the interface showed, but it may not establish the blockchain state. Include the hash or signature when one exists.