How do I contact support?

The fastest way to reach us is the support chat on the site. You can also email [email protected].

01Start a chat

1. 1Select the support chat button in the corner of any page.
2. 2Select Send us a message.
3. 3Under What is it about?, choose Order, Account or Other.
4. 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.
5. 5Write your message. You can add a Title if you like.
6. 6To add a screenshot, select Attach file. You can attach up to 5 files of up to 10 MB each.
7. 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).

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

Email

[email protected]. Write from the email address used for the order.

Search for help

the Help tab in the chat searches these articles.

The support chat and [email protected] are the only ways to contact KryptoMate support.

05Related articles

• What should I send support about a payment problem?
• How do I request a refund?
• How do I stay safe from scams?