How do I open a support ticket? What information should I include?

Modified on: 15/08/2017, 13:27

Step 1:

To begin creating a support ticket, you will need to create a Support Center login that is different from your Poloniex account login. Enter your full name and email and then click on ‘Register’. An activation link will be sent to the email you just entered and follow the instructions from your email to log into  your Support Center account. Step 

Step 2: 

Once you login to Support Center, you’ll now see an option to create a new support ticket.

Step 3:

Provide the necessary information and a detailed description of your issue. Please make sure you select the type of issue. This will help us to process your ticket quickly.

Important notes for transaction issues!

For transaction issues such as Deposits and Withdrawals, please include the following information:

  • A complete and detailed description of the issue.  
  • The coin or asset name and amount.  
  • The Transaction ID (TxID or TXhash).  
  • Please include the address you sent to and the address you sent from.  
  • Please make all submissions plain text only. Screenshots of text are not helpful. 

Note: Details such as transaction ID and address can be accessed from History (Balances > History)

Other important notes!

  • Please do not send your document pictures and other personal information via ticket or email. 
    For security reasons, they must be uploaded or sent only using the platform’s account settings. 
  • Please refrain from using social media for support issues. 
    We cannot locate your Poloniex ticket/ account via social media. Due to privacy concerns, we also cannot discuss account information on social media. All support issues must be handled using a support ticket only. 
  • Please do not create more than one ticket for the same issue.
    Duplicates would delay the support process considerably. To follow up on an issue, please use 'Track ticket status' to communicate any questions or follow-ups.