How to make a complaint
Última actualización 7 de septiembre de 2026
Where to send a complaint, what to put in it, and what happens to it.
If something we have done has gone wrong for you — a decision on your account, a transfer that did not behave the way it was described, the way a request of yours was handled, or how we have handled your personal data — tell us. A person will look at it.
Where to send it
Email support and say in the first line that you are making a complaint. Write from the email address on your account where you can: that is what lets us match the complaint to your account without asking you for anything else first. There is no separate complaints form and no live chat — the support mailbox is the whole channel, and the link to it is at the foot of this page.
What to include
- The email address on your account.
- What happened and when, in the order it happened.
- What you expected instead, and what you would like us to do about it.
- Anything that identifies the events: the market, the asset and the network, a transaction hash, or the reference of an order, a withdrawal or a deposit. Your History page shows these, and they can be copied from it or exported as a file.
- Screenshots, where they show something the words cannot.
What happens next
A person reads it. We may come back to you for more detail, or to confirm it is really you before acting on anything that touches your account — for a financial account, verifying the requester is part of protecting you. This page sets out no timetable, because publishing one we have not committed to would be worse than saying nothing.
Complaints about your personal data
If your complaint is about how we have handled your personal data, the privacy notice sets out the requests you can make — access, correction, deletion, objection — and the same mailbox handles them. You will never be charged for making a request, and making one will not degrade your access to the exchange.
If your account itself is at risk
Complaining is not the fastest route when someone else has reached your account. Our security emails carry a link that locks the account; use it first and complain afterwards.