Open the support chat on any page and choose Send us a message, or email [email protected]. Include your order number and the email used for the order.
The fastest way to reach us is the support chat on the site. You can also email [email protected].
01Start a chat
- 1Select the support chat button in the corner of any page.
- 2Select Send us a message.
- 3Under What is it about?, choose Order, Account or Other.
- 4If you are signed in and it is about an order, pick the order under Which order? If you are not signed in, enter your Email. Replies are sent there.
- 5Write your message. You can add a Title if you like.
- 6To add a screenshot, select Attach file. You can attach up to 5 files of up to 10 MB each.
- 7Complete the security check if it appears, then select Start conversation.
Your conversation gets a reference such as KM-SUP-000000. You can find it again under Messages in the chat.
02What to include in your first message
Giving these details at the start saves several messages back and forth:
- Your order number (for example KM/ORDER-XXXXXXXX).
- The email address used for the order.
- What happened, and what you expected.
- A screenshot of the error or of the page you see.
- For payment questions: the payment method, the coin and network, and the transaction hash (TXID, the ID of your payment on the blockchain).
Important: never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.
03What to expect
- Replies arrive in the chat. Open Messages to see them.
- The Refund Policy lists the live chat as available 24/7. We do not promise a fixed reply time.
- If a conversation was marked resolved and you still need help, open it and select Still need help? Reopen.
- A closed conversation cannot be continued. Start a new one and mention the earlier reference.
04Other ways to reach us
The support chat and [email protected] are the only ways to contact KryptoMate support.
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