Our customers are the heartbeat of our platform, and we want to make sure you receive timely, efficient and accurate customer support help whenever you have questions or issues related to your Bittrex account. So, let’s discuss the best ways to contact Bittrex customer support and a few tips for avoiding any bad actors trying to impersonate our support team.
First, if you need customer support help, please visit our support website at https://support.bittrex.com. This site is our primary channel for customer support and general communications with our customers. It’s the fastest way to get quick, reliable and trustworthy help and information from Bittrex. This site provides access to support documents, FAQs, blogs, and announcements, helping customers stay up-to-date on a variety of issues and topics.
When customers need assistance, they can use the “submit a request” button located at the top right corner of the support website for help. (Pro tip: opening more than one support ticket on the same issue doesn’t make the process go any faster, and in fact, can delay it.) Also, as mentioned in a previous blog, we recently launched a live chat channel on our support site that’s available Monday-Friday from 9 AM- 5 PM PT. You’ll need to log in to use it, and once logged in, you’ll see it pop up at the bottom right-hand side of the site. We’ll continue to further build out our chat capability until we’re able to help customers through this channel on a variety of topics, 24/7.
As you may have noticed, we don’t use our social media channels (Twitter, LinkedIn and Facebook) for active customer support currently. Instead, we use these channels to provide timely and important updates to customers, along with our support website. Also, we don’t offer phone support--we provide real time chat. So, if you have a support issue, visit our support website to start a live chat or use the submit a request button to get it addressed quickly.
Now, that you know the best ways to reach Bittrex customer support, let’s briefly discuss some of the tactics bad actors are using on social media to impersonate the Bittrex support team. We primarily see these impersonators on Twitter. These fraudsters tend to reply to customer Tweets that discuss support issues. Typically, they instruct our customers to reply back to them, call a number or to click on a link for assistance, and since they’re impersonating our support team, they most likely don’t have you or your digital assets’ best interest in mind. In addition, they’re fairly sneaky--they even change their Twitter profile to include the Bittrex name and logo.
Just remember, the only official Twitter account we use currently is @BittrexExchange, and we don’t provide customer support through any social media channels at this time. But, if and when that changes, we’ll definitely communicate it widely and often. Also, don’t call any phone numbers you might find online (or anywhere else) claiming it's for Bittrex support, simply use the real time chat capability on our support website.
We know customer support can either make or break our relationship with customers. That’s why we’ve invested a lot of resources into developing a talented and devoted customer support team, who responds to the majority of tickets within one hour. We’re not going to rest on our laurels though, as we’ll continue to add new tools and capabilities to help ensure you have a five-star worthy experience when you contact Bittrex customer support.