Here at Coinme, we offer two ways for our customers to contact us: Live Chat and Email support.
Coinme is a fully remote company.
Our virtual operating hours are from 7:00 AM - 6:00 PM Pacific Time
Weekdays: Monday - Friday
We are focused on our highest volume channels and strive to get back to everyone who contacts us through them in a timely and responsive manner.
Channels according to their top responsiveness:
1. Live Chat
For immediate assistance during our business hours please contact our support team through our live chat tool. Simply log into your account at https://account.coinme.com and click the button in the lower right of the screen.
If you don't have an account yet you may start a chat through the button in the bottom right of our knowledge base: help.coinme.com
Our average wait time is typically 5 minutes.
The best practice is to use Google Chrome when chatting with support.
Please be aware that our Live Chat has priority and emails will be addressed in the order they were received. Response time will vary depending on agent availability.
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 this process, please Login to verify yourself.
If you can't please have the following things ready:
All of your account information
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
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 via email in order to ensure that your case is properly addressed.
If you need to get in contact with us as soon as possible, please reach out to us via Live Chat within business hours or send us an email, preferably early in the day.
If you email us about an existing issue, please reply to your open case as this keeps your conversation in the same thread. This enables better tracking of your case assisting in faster resolution.