Support & complaints
Describe a problem with the elements of your operation.
Gather the useful references so that a request concerning your exchange can be examined clearly.
Start by identifying the exchange concerned
Find the exchange reference in your dashboard. Add the date, displayed status and a precise description of the problem: missing deposit, different amount, pending verification or payment not received. Also indicate what you want clarified. These elements help link your request to the correct file.
Attach the references that correspond to the problem
For a crypto deposit, keep the transaction ID, the network and the amount sent. For a payment, note the recorded reference and the processing date. If you attach a screenshot, hide information not relevant to the request. Never share a recovery phrase, private key or password.
Use only the official contact channel
Check the Contact page to verify the contact details provided by the service. A private response on a social network or an address sent by a stranger does not replace this channel. If no contact is displayed yet, keep the elements of your file and avoid sending sensitive documents to another destination.
Keep a record of the request and its resolution
Keep a copy of your description and the responses received, then compare them with the exchange updates. A resolution may require additional verification or matching a payment or refund reference. A new deposit should not be used to speed up the review of a claim concerning an existing operation.