Contact & Support
Get help with Cryptrac through our support channels. Contact information and support hours.
Need help with Cryptrac? Our support team is here to assist you with any questions or issues you may encounter.
Support Channels
Email Support
Email: support@cryptrac.com
Best For:
- Non-urgent inquiries
- Detailed technical issues
- Account-related questions
- Documentation requests
- General information
Expected Response Time: Within 2 hours during business hours
When Emailing Support:
- Use a clear, descriptive subject line
- Include your account email address
- Provide relevant details and context
- Attach screenshots if applicable
- Include transaction IDs for payment issues
- Describe steps you've already tried
Phone Support
Phone: +1 (347) 619-3721
Best For:
- Urgent issues
- Real-time assistance
- Complex problems requiring discussion
- Security concerns
- Payment issues requiring immediate attention
Availability: Immediate support during business hours
When Calling:
- Have your account information ready
- Prepare relevant transaction IDs
- Be ready to describe the issue clearly
- Have screenshots available if possible
- Call from a quiet environment
Business Hours
Monday - Friday: 9:00 AM - 6:00 PM EST
Weekends & Holidays: Email support available (responses during next business day)
Note: We strive to respond to all inquiries within 2 hours during business hours. For urgent matters outside business hours, send an email marked "Urgent" and we'll respond as soon as possible.
What to Expect
Email Support Process
Submit Your Inquiry
- Send email to support@cryptrac.com
- Include all relevant information
Acknowledgment
- Receive confirmation that we received your inquiry
- Get a ticket number for tracking
Investigation
- Our team reviews your issue
- May request additional information if needed
Resolution
- Receive solution or guidance
- Follow-up to ensure issue is resolved
Phone Support Process
Call Our Support Line
- Dial +1 (347) 619-3721 during business hours
Verification
- Provide account information for verification
- Describe your issue
Real-Time Assistance
- Work with support agent to resolve issue
- Receive step-by-step guidance
Follow-Up
- Receive email summary of call (if applicable)
- Additional resources or documentation sent via email
Before Contacting Support
To expedite support, try these steps first:
Check the Documentation
Review our documentation for solutions:
- Getting Started Guide - Setup and configuration
- Dashboard Guide - Using merchant features
- Payment Guide - Customer payment process
- Troubleshooting - Common issues and solutions
- Security Best Practices - Account and wallet security
Gather Necessary Information
Have this information ready when contacting support:
- Your account email address
- Description of the issue
- Transaction IDs (if payment-related)
- Screenshots of error messages
- Browser and device information
- Steps to reproduce the issue
- What you've already tried
Try Basic Troubleshooting
For Technical Issues:
- Refresh your browser
- Clear browser cache and cookies
- Try a different browser
- Check your internet connection
- Verify you're logged in
For Payment Issues:
- Check blockchain explorer for transaction status
- Verify correct wallet address was used
- Confirm correct cryptocurrency was sent
- Wait a few minutes for blockchain confirmation
Common Support Topics
Account Access
- Password resets
- Two-factor authentication issues
- Email verification problems
- Account locked or suspended
Payment Issues
- Payment not detected
- Transaction delays
- Wrong amount or cryptocurrency
- Refund requests
Technical Problems
- Dashboard not loading
- Payment links not working
- Mobile access issues
- Browser compatibility
Configuration Help
- Wallet address setup
- Cryptocurrency selection
- Payment link creation
- Notification settings
Security Concerns
- Suspicious account activity
- Unauthorized access
- Potential phishing attempts
- Wallet security questions
Support Tips for Best Results
Be Specific
Instead of: "Payment isn't working"
Try: "Customer sent 0.05 ETH to my wallet address 0x123... at 2:30 PM EST but payment hasn't appeared in dashboard after 20 minutes. Transaction ID: 0xabc..."
Include Context
- When did the issue start?
- Has it worked before?
- What changed recently?
- Is it consistent or intermittent?
Provide Screenshots
Visual information helps us understand:
- Error messages
- Dashboard displays
- Configuration screens
- Transaction details
Be Patient
- Allow time for investigation
- Some issues require blockchain verification
- Complex problems may need escalation
- We're committed to resolving your issue
Emergency Situations
For critical security issues or urgent matters:
Suspected Account Compromise:
- Change password immediately
- Call phone support right away during business hours
- Email support@cryptrac.com marked "URGENT - Security Issue"
- Include relevant details about suspicious activity
Large Payment Issues:
- Verify transaction on blockchain explorer
- Contact support immediately
- Provide complete transaction information
- Follow up until resolved
Feedback and Suggestions
We value your input to improve Cryptrac:
Share Your Feedback:
- Email: support@cryptrac.com with subject "Feedback"
- Tell us what's working well
- Suggest improvements or new features
- Share your user experience
Report Bugs:
- Describe the bug in detail
- Include steps to reproduce
- Provide screenshots or video if possible
- Specify browser, device, and OS
Service Status
Check our service status for:
- Planned maintenance
- System updates
- Known issues
- Performance alerts
Service status updates are posted on our website and sent via email to merchants.
Additional Resources
Self-Service Resources
- Documentation - Comprehensive guides and tutorials
- FAQ - Answers to frequently asked questions
- Blog - Updates, tips, and best practices
- Video Tutorials - Visual guides for common tasks
Community
- Join discussions with other merchants
- Share experiences and tips
- Learn from community best practices
- Stay updated on platform developments
Support Commitment
At Cryptrac, we're committed to:
- Responsive Support - Quick replies to all inquiries
- Expert Assistance - Knowledgeable team members
- Clear Communication - Easy-to-understand solutions
- Continuous Improvement - Learning from every interaction
- Customer Success - Ensuring you achieve your goals
We're Here to Help
Don't hesitate to reach out with any questions or concerns. Whether you're just getting started or you're an experienced cryptocurrency merchant, our support team is ready to assist you.
Contact us today:
- Email: support@cryptrac.com
- Phone: +1 (347) 619-3721
- Hours: Monday - Friday, 9:00 AM - 6:00 PM EST
We look forward to helping you succeed with cryptocurrency payments!