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
Note: Contacting us using our Live Chat during business hours will provide an immediate response from our team. You can still contact us outside of business hours using our Self-serve chatbot.
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. We encourage our customers to contact us using our Live Chat.
How-To: Contact channels according to their top responsiveness:
Live Chat
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.
Email
Please be aware that our Live Chat has priority over other channels and emails will be addressed in the order they were received resulting in longer waiting times.
Response time for emails will vary depending on agent availibility.
Best Practices:
Live Chat
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 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.
If you need to send us an email, please do so 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.
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.
If you are having any other issues not listed above, you may need to Contact Support.
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.
Thank you for taking the time to provide us with the necessary documentation. We appreciate your cooperation and understanding as we work to resolve your issues.