Reporting an issue with accurate details directly impacts how quickly we can resolve it. Whether you are facing a technical glitch or a transaction delay, providing the right information upfront helps our support team investigate immediately.
For technical issues
If you experience an issue on the app, please test the website to see if the problem persists. We recommend updating your app and browser to the latest version and checking your internet connection. When you contact us, please include the device type (iOS or Android), app version, and a screenshot of any error messages.
For banking issues
If a deposit or withdrawal exceeds the standard processing time, please provide specific documents. Processing times are 1 business day for local transfers (within Bahrain and the UAE) and 1-4 business days for international transfers.
For delayed deposits, make sure you have made the manual transfer by following the steps here. If you have already, share a transfer confirmation or receipt that clearly shows the transaction reference number, the IBAN which the funds were transferred from, date of the transfer, and amount.
For withdrawals, please reach out to us. Our team will share with you a SWIFT/transfer letter that confirms the funds have been processed from our side. You can use the confirmation letter to follow up with your bank regarding the funds.
For send and receive transactions
If a crypto transaction does not complete as expected, please share a screenshot of the transaction details. This must include the wallet address, the selected network, and the date. Please also provide the transaction hash (TxID) which is a unique string of characters that identifies the transaction on the blockchain.
Always make sure that you are using the correct network when you are sending or receiving crypto. Here’s a comprehensive list of all the supported coins we offer and their corresponding networks.
Contact support To expedite the resolution, please gather all necessary information into a single message before contacting support. We are available 24/7 to assist you through live chat and email in Arabic and English.