Support

How to reach a human.

One address, read by someone who can actually do something about your problem.

Where to write

There is one address and it is read by a person. There is no ticket robot in front of it, no menu of categories to guess at, and no article suggested to you in place of an answer.

We are not going to promise you a response time we have not measured. What we will tell you is that nobody here has an incentive to leave your message unread.

What to put in the message

Four things turn a three-day exchange into a single reply.

• →The email address on the account, if you have one, so we are looking at the right record.
• →What you were doing, and what happened instead. A screenshot beats a description every time.
• →The time it happened, roughly, and your time zone.
• →For anything about an order or a transfer, its identifier. It is on the line itself in your history.

What we will never ask you for

Your password, your two-factor codes, your recovery phrase, or remote control of your machine. Not by email, not on a call, not ever. Any message that asks for one of those is not from us, whatever address it appears to come from and however well it is written.

If it is urgent

If you believe someone else has reached your account, write immediately and say so in the first line rather than at the end. That single word changes which queue the message lands in.

Write to us Download the white paper (PDF)