Opening a ticket
- Step 1: Sign in and go to Support in your dashboard.
- Step 2: Choose the topic closest to your question: account, deposit, withdrawal, delegations, rewards, security, technical or other.
- Step 3: Say what happened, and include whatever applies: the amount, the network, the transaction hash or reference, and roughly when.
Our replies arrive in the ticket, and we let you know when one does. You can have up to 5 unresolved tickets at once, so keep each question to one ticket.
How long it takes
Our team looks at each new ticket and sets its priority. For an ordinary question our response target is 24 hours. Urgent problems, such as a suspected account takeover, are answered sooner.
When we mark a ticket resolved you can reply to reopen it. If you do not, it closes automatically after 7 days. A closed ticket cannot be reopened; open a new one and mention the old one.
If you cannot sign in
- Forgotten password: reset it from the sign-in page.
- That does not work: write to us through our enquiry form, using the email address registered on your account, and say you are locked out.
If you think someone else is in your account
- Step 1: Change your password. That signs out every other device straight away.
- Step 2: Check your withdrawal address book and remove any address you do not recognise.
- Step 3: Open a ticket with the security topic. We can hold withdrawals on your account while we look into it.
Figures on this page are read from the platform’s current settings. Your dashboard always shows the ones that apply to your account.