Using support tickets

A ticket keeps the whole exchange together under one reference number, so you can pick the conversation back up days later without repeating yourself.

Updated 2026-08-23 · Read 4min · Applies to v2026.08

Opening a ticket

Choose "Support tickets" from the menu, then "Open a ticket". A subject line is all we need to get started. We create a reference number beginning with TKT, followed by eight digits.

TKT12345678

That number covers the whole exchange. If you come back to us days later, quoting it lets whoever picks up your message read what has happened so far before replying.

The message screen opens as soon as the ticket is created. Please tell us the details there.

About the subject line

Something like "Deposit not showing (14 August, bank transfer)" lets us route your message straight to the right team. That said, if nothing obvious comes to mind, "Question" is perfectly fine. The details in the body are what matter.

We cannot accept attachments at the moment

We are sorry that screenshots and photographs of documents cannot currently be attached to a ticket.

Because of that, it helps a great deal if you can type out the wording shown on screen exactly as it appears. Copying it word for word, rather than summarising, lets us see the same thing you are seeing.

What we often receive	What helps us move faster
I am getting an error	It says "We could not read your document. Please try again"
I cannot deposit	When I enter the amount it says "Please check your limit"
I cannot log in	After my password it says "Those credentials do not match"

If copying it out is awkward, just send what you can. We will ask about anything else we need.

What helps, by type of enquiry

You do not need all of this. Please send whatever you have to hand.

Enquiry	Helpful to include
A deposit has not appeared	Date and time, amount, the bank you sent from, the reference shown in your deposit history
Cancelling or checking a withdrawal	The reference in your withdrawal history, when you requested it, the amount
A transfer went to the wrong person	Transaction reference, date and time, amount, the destination you entered
Correcting your verification details	Which field is wrong and what it should say
Two-step verification cannot be turned off	Your registered name and address, and how you lost access to the device or number
A translation or display error	The screen it appears on, and the wording exactly as shown

Please never write these in a ticket

Do not send us your password, a verification code, or a card PIN or security code, under any circumstances. Our staff will never ask you for them. If a message asks you for any of these, it may be someone posing as us. Please do not reply to it, and let us know through your ticket.

Adding to a ticket

You are welcome to add to a ticket as many times as you need. If something has become urgent, please say so.

One request: where an enquiry relates to something you have already raised, please add it to the same ticket. Opening a second ticket for the same matter splits the history, which tends to slow things down rather than speed them up.

If you have not heard back

Please check your ticket list first. Tickets with a reply are marked next to the reference number, so you can see them there even if no email has arrived. It is also worth checking your spam folder, as notification emails sometimes end up there.

If you have been waiting, please do add a note to the ticket. We will let you know where things stand.

Each account type has its own queue

Tickets from personal, merchant and agent accounts are handled separately. For anything to do with your merchant account, please log in as the merchant and open the ticket there. A ticket opened from a personal account will not reach the merchant team.

Chat or ticket?

For how-to questions and quick queries, chat will usually get you an answer sooner. For anything that needs looking into, such as a transaction or a correction to your verification details, a ticket works better because the record stays with the case.

	Chat	Support ticket
Best for	How-to questions, quick queries	Transactions that need investigating, verification corrections
Record	The conversation at the time	Kept under a reference number
Rule of thumb	When you want an answer now	When money has moved, or you want it on record

For anything involving deposits, withdrawals or transfers, we would suggest a ticket. The numbered history means you can look back at what happened whenever you need to.

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