What to include in a support ticket
The details that let us resolve it on the first reply instead of the third.
Most delays are not us being slow — they are a round trip asking for information that could have been in the first message.
Always
- Your Cryolynx ID
- What you were trying to do
- What actually happened, including the exact wording of any error
- When it happened, with the time zone
- What you have already tried
For a deposit or withdrawal
- The coin and the network
- The amount
- The transaction hash — the single most important item; without it a transfer cannot be traced
- The address involved, and the memo or tag if there was one
For a trade or conversion
- The trading pair or the two coins
- The order type and amount
- The time you placed it
Never include your password, 2FA codes, recovery codes, voucher codes, or identity document images.
A screenshot of the screen and the error usually saves an entire exchange of messages. Crop out anything
sensitive first.
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