How to Contact Us:
AI Chatbot
For assistance please contact our support team through our chatbot. Simply log into your account at https://account.coinme.com and click the ‘Help’ button on the top right of your screen.
If you don't have an account yet you may start a chat through the ‘Help’ button in the bottom right of our knowledge base: help.coinme.com
If the chatbot is unable to answer your question, or it identifies an issue that you need help with, a ticket form will be provided to gather the information a support agent needs to assist you.
Note: You must complete and submit the ticket form in order for a support agent to assist you.
The best practice is to use Google Chrome when chatting with support.
Best Practices:
Verification:
The biggest delay we experience in supporting our customers is verifying that the person writing in is actually the person who created the account in question.
In order to expedite the verification process, please Login to verify yourself.
If you can't, please have the following things ready:
All of your account information
Phone Number
Email Address
If you opened multiple accounts
If the phone number on the voucher is different from the phone number on your account
State-issued ID Card
Voucher, if applicable
Attention: For your security, if you are unable to provide any requested information within 15 minutes of the request, we will end the chat and escalate the case to be handled by an agent in order to ensure that your case is properly addressed.
How to Take Images for Support Tickets
How to Take Images for Support Tickets
At times, our support team may require additional documentation from you in order to resolve your issues. This may include images, which can be a helpful tool in providing us with the necessary information to assist you.
Tips for Taking Clear Images
Tips for Taking Clear Images
In order for us to properly review and use the images you provide, it's important to ensure they are clear and easy to read.
Here are a few tips to help you take the best images possible:
Note: Passports and Expired IDs are not accepted.
If you are having trouble completing the ID verification process, here are some best practices to get the best possible images.
ID should be placed on a dark surface.
The process works best when there is a contrast between the ID and the surface on which it is placed. You might have to scan it multiple times if there is low contrast between the ID and the surface. Preferably a plain black paper or a black sheet with no text or printing on it.
Ensure that the document is not in a wallet or purse. The ID needs to be removed from any container before trying to take the photos to minimize any glare or reflection.
Confirm that you are providing the correct image when requested: Front of ID, Back of ID (Barcode), and a separate selfie photograph.
ID must be placed on a plain surface.
Holding the document in your hand and scanning it might be rejected as well if key elements are obstructed. Use a plain background and ensure fingers are not obscuring the document.
All 4 corners are visible.
When you take photos of your ID, make sure to align the edges of the ID within the camera screen.
Right distance between the ID and device.
Hold the device over the ID at a distance where the ID card is completely inside the camera screen.
No glare.
When you scan the document, please make sure there is no glare on it. You might have to scan it multiple times if there is glare.
Avoid dark areas.
Scan the document in well-lit areas and not in dark rooms or areas. The ideal is a normal daylight or a well-lit room. Flash from your phone may cause additional glare which could trigger a rejection.
Hold steady.
Try not to shake the device when you are taking the image of the ID document. A shaky photo could lead to blurry images, complicating verification.
Fill the Guide with the Document.
When requested, be sure to fill the entire guide outline with the front of the license and then with the full barcode from the back of your license.
It should also be mentioned that images of images or screenshots, and pictures of another screen are acceptable.
Following these tips will help us to quickly and accurately review the images you provide.
Submitting Your Images
Submitting Your Images
Once you have taken your images, you can easily submit them to our support team. Simply attach the images to your support ticket or email, and we will review them as soon as possible.