If you've already submitted a support ticket, you don't need to open a new one to get an update or add information. Here's how to stay connected with our team and keep your case moving forward.
How to check your ticket status
Step 1: Click on the chat icon and go to the tickets tab
If you submitted your ticket through the Coinme app
If you submitted your ticket through the Coinme app
Tap the Help button on the top right
Go to the Tickets tab
If you submitted your ticket through the Help Center in a web browser
If you submitted your ticket through the Help Center in a web browser
Click the Chat icon in the bottom right corner
Go to the Tickets tab
Step 2: Choose the ticket you want to review
You'll see your full ticket history listed here.
Important: Your ticket history is only visible from the platform where you originally submitted your ticket. If you don't see your ticket, make sure you're checking from the correct platform.
Step 3: Review the ticket status and details
At the top you will see your ticket status and when it was last updated, followed by the ticket ID and all the details you submitted in the form
At the bottom, you'll find a button to view or continue the conversation, depending on your ticket's current state
Note: After submitting a ticket, your responses will be disabled in the chat and your ticket will enter in our queue. Once our team begins working on your ticket, they'll reply to the conversation and the chat will be enabled for you again.
How we notify you about ticket updates
You'll be notified automatically whenever your ticket status changes or our team replies to the conversation.
On the Coinme App
You will see a pop-up notification on the bottom of the screen
On the Help Center in a web browser
You will see a pop-up notification close to the chat icon
Email updates
You'll receive all updates from the same ticket in a single thread
Note: If our team replies to you in the chat and you don't see the message within 3 minutes, we will send to your email.
How to send a follow-up message
After submitting a ticket, your responses will be disabled in the chat and your ticket will enter in our queue.
Once our team begins working on your ticket, they'll reply to the conversation and the chat will be enabled for you again.
You can respond in any of the following ways:
In the chat: The chat will reopen so you can type your reply directly
By email: Reply to the same email thread
Important: Do not start a new email thread outside of the notification emails you receive from us. Always reply to the same thread, to avoid confusion, splitting your case history and causing delay in your case resolution.
Tips for managing your ticket
Always use the same email address
Using the same email address every time you contact us ensures that our team has full visibility into your case history and can assist you more efficiently.
Use the same platform
Your ticket and conversation history may not be visible if you switch between platforms.
For example, tickets opened while logged in to the Coinme app may not appear when accessing the tickets history through the Coinme Help Center in a web browser, and vice versa.
To avoid this, try accessing the tickets from the same place you originally submitted them. If you're ever missing a ticket you know you submitted, check the other platform or look for our emails sent to your email address.
Frequently asked questions
Why can't I open a new ticket?
You may see the below message if you are trying to open a new ticket while you still have an open ticket with us.
Every customer case is handled through a single ticket to keep all communication in one place. Opening a duplicate ticket doesn't speed things up. It creates confusion, splits your case history, and can delay resolution.