Before opening a ticket
Try the check that matches the problem
Cannot install
Check the file, device compatibility and permission first.
Installation checksCannot login
Check the ID, app version and recovery sequence.
Login recoveryTransaction pending
Do not pay again; prepare the reference number.
Transaction checksPossible scam
Secure the device, account and payment method first.
Security stepsA clear report
Use a short, complete format
- Use one ticket for one issue so the timeline remains clear.
- State the last action completed before the error appeared.
- Cover card numbers, OTPs and another person’s details in screenshots.
- Keep a copy of the response and the ticket number.
Security boundary
Support should not ask for these items
Do not provide a full password, PIN, OTP/TAC, seed phrase, remote device access or a payment to a personal account to “release” a withdrawal. If asked, end the conversation and follow the security recovery steps.
