Complaints handling
Customers can file a complaint in their CoinVertus account under Support → Tickets. Customers without access to their account can use the form on the Contacts page and provide an email address for the reply.
Updated: 5 November 2026
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What to include in a complaint
The complaint should describe what happened and what needs to be resolved. For a payment issue, the network name, transaction date and TXID help support investigate. Customers can attach a screenshot to an account ticket. Passwords, private keys and one-time codes should never be shared.
Where to find the reply
Support reviews the complaint and may ask for more details. The customer receives a reply explaining the outcome and any possible next steps. For complaints filed through the account, the reply appears in the same ticket.