How do I create a ticket to request help?

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If you have a problem that you cannot resolve with our articles, our customer service team can help you through our customer service system.


Before you start

  • Avoid creating more than one ticket for the same request. This causes your request to take longer to process;

  • Always use your email and registration details when creating the ticket. If the data does not match those registered with Bitso, we will not be able to locate your account and provide support;

  • Tickets are handled exclusively by email, so if you have not received a response within the indicated timeframe, we recommend that you check the spam and junk folders in your email inbox.


How to create a support ticket?

  1. Access our Help Center;
  2. Click on "Create a New Support Ticket":
  3. Select your Country of Residence;
  4. Now, you must enter your registration details (Email, name & Telephone), select the type of problem, describe the problem and click Send:

a. Select the problem type from the options menu. Depending on the type of issue selected, you will also have subcategories to further specify it;

b. In the issue description area, provide a detailed explanation of your request;

c. If necessary, you can attach files to illustrate your problem;


5. After filling out the form correctly, you will receive a notification confirming that your ticket has been created and sent;

6. Finally, we will send an email to your Inbox confirming your ticket details;

7. Our team will contact you within 24 hours. You will receive updates on the progress of your request via email.

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