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Customer Support

Operational

Request Customer Support.

Customer Support resolves operational issues affecting accounts, transactions, payouts, and platform functionality. Include Support IDs and Transaction IDs (TXIDs) to enable faster investigation.

Common Reasons
  • Account access problems
  • Transaction delays or discrepancies
  • Payout or withdrawal issues
  • Dashboard errors or configuration problems
  • General service-related concerns
Communication Methods
Create a TicketWhatsAppTelegram GroupSlack

Support Ticket

Create a Ticket

When an issue requires direct assistance, submit a support ticket so it can be tracked and escalated to the correct team.

Recommended ticket preparation

  • Describe the issue concisely
  • Include Support IDs and/or Transaction IDs (TXIDs)
  • Include the affected account
  • Add environment or browser details
  • Attach logs or screenshots if relevant
  • Clarify urgency and operational impact
Open the ticket portal

WhatsApp Chat

Chat on WhatsApp

Connect directly with Customer Support through our WhatsApp integration. Scan the QR below to start instantly.

WhatsApp QR code for CoinPayments Customer Support

Scan to start chatting

Open WhatsApp on your phone and scan this QR to start a conversation with the CoinPayments Customer Support team immediately.

Open WhatsApp

Telegram Group Integration

4 steps
Step 1Create a Telegram group

Create a new Telegram group named after your business, e.g. Company x CoinPayments – Support.

Step 2Add the integration bot

Invite the bots below into the group as a member:

Support Bot — NewSupport Bot — Legacy
Step 3Promote the bot to admin

Promote the bot to administrator with the exact permissions shown below — missing or restricted permissions will break the integration.

Required Telegram admin permissions
Step 4Send your details

Post a message to the bot containing:

  1. Brand name of your company
  2. Legal entity (if different)
  3. First name
  4. Last name
  5. Email associated with your account
  6. What you need help with
Once your details are received, you'll be connected with the Customer Support team. A Support agent will help with transaction status inquiries, account issues, and platform questions. Although we refer to this as a "bot," all replies you receive are from live agents.

Slack Connect Integration

4 steps
You must first have a Slack Connect channel configured with CoinPayments. Contact us to begin this process.
Supported file types from Slack: .png, .jpg, .jpeg, .gif, .pdf, .doc, .docx.
Step 1Execute the /add command

Run /add inside your Slack channel. You'll be prompted to install an application to the current channel.

Slack /add command prompt
Step 2Install the CoinPayments app

Locate the CoinPayments Support app within Slack and install it.

CoinPayments Slack app install
Step 3Select your inbox type

Pick the department you want the conversation routed to. The inbox and department are managed by CoinPayments staff following onboarding.

Slack inbox/department selectionSlack inbox selection success
Step 4Optional · Remove the integration

To uninstall, execute /remove @CoinPayments in any channel where the app is installed.

Slack /remove commandSlack remove success

Where to next?

Browse the docs, or jump back to the contact directory.

API Documentation
Endpoints, authentication, and integration references.
Knowledge Base
Guides, tutorials, and platform fundamentals.
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