OQIRON
Site Announcement
In-app messages are used to display system notifications and messages from customer service representatives. Once a message is opened, the system will mark it as read; notifications serve only as a source of information, and the final status of orders, funds, and statements is subject to the corresponding business pages and backend records.
Live Customer Support Channels
Live chat is used to initiate a session directly, while Telegram and WhatsApp are used to redirect users to official contact channels. These channels do not create support tickets on the website, nor do they require customers to submit issues via email.
What to Include When Reporting an Issue
Customer service will never ask for your API Secret, passphrase, password, private key, or mnemonic phrase. Do not provide this information to anyone who requests it via chat channels.
- Page Name and Date
- Status or error messages visible to customers
- Screenshots that do not reveal private keys, passwords, mnemonic phrases, or full addresses
- If on-chain transfers are involved, you may provide the public transaction ID, but do not provide your wallet private key.
A valid piece of feedback should allow customer service to begin verifying the issue immediately.
Simply stating “it doesn’t work” usually does not allow us to determine at which stage the issue occurred. Effective feedback should include the page name, the time the issue occurred, the status displayed to the customer, the most recent actions taken, and a complete screenshot that does not contain any confidential information. When on-chain transfers are involved, please provide the public transaction ID.
Customer service channels are intended to help customers understand their account status and resolve issues; they must not be used to directly alter exchange records, fabricate deposit confirmations, or bypass security measures through chat conversations. If anyone requests your password, API secret, private key, or mnemonic phrase, you should immediately cease communication.
After reading this, what should customers be able to do?
Truly understanding a knowledge article isn’t about memorizing a few terms, but about being able to make the right decisions based on actual page content and account status. Use the checklist below to verify whether you’ve grasped the key points.
- First, check the relevant service pages and on-site notifications.
- Record page, time, status, and recent actions
- Before taking a screenshot, cover your private keys, passwords, and other private information.
- Use only the customer service channels published on the official website.
Frequently Asked Questions
These questions are directly related to the content of this article. Answers are based on current platform rules and actual operational standards; however, when it comes to packages, percentages, the scope of available features, or account status, the information displayed on the customer dashboard and official statements shall prevail.
- What should I do if page data is temporarily unavailable? | First, refresh the page and check for notifications. If the issue persists, please contact support via online chat, Telegram, or WhatsApp, and provide the page name, the time the issue occurred, and a screenshot of the error that does not include any keys.
- What information do I need to provide when contacting customer support? | Simply provide the page name, the time the issue occurred, the customer-visible status, and a screenshot that does not show any keys. For on-chain issues, you may provide the public transaction ID; do not send passwords, API secrets, passphrases, private keys, or mnemonic phrases.
- Will customer service ask me for my API Secret or mnemonic phrase? | No. Do not send your API Secret, passphrase, private key, mnemonic phrase, or password via online customer service, Telegram, WhatsApp, or any other chat platform.