Contact CryptoSoul

Before You Contact Us

Most common questions are already answered in the platform's documentation. Checking these first often saves you a round-trip:

• Token and wallet issues: The Learn hub covers wallet security, seed phrases, and general crypto safety. If your issue is about withdrawals specifically, the step-by-step guide has a troubleshooting section for common errors.
• Gameplay questions: Strategy, mechanics, and earning optimization are covered in the game guides section.
• Account and terms: The Terms of Service documents platform rules, acceptable use, and token policies.
• Platform changes: Recent updates and their details are in the changelog.
• General crypto concepts: The Learn hub covers blockchain fundamentals, wallet types, and security practices.

If the documentation doesn't cover your situation — or if you've found a bug, security issue, or account-specific problem — reach out using the guidelines below.

How to Reach the Team

The primary support channel is the in-platform messaging system. Log into your CryptoSoul account and use the "Support" option in your account dashboard. This ensures your message is linked to your account automatically, which speeds up resolution for account-specific issues.

For inquiries that don't require account access — general questions, partnership proposals, or press inquiries — use the contact form on the platform. Messages submitted through the contact form are reviewed by the team and routed to the appropriate department.

What to Include in Your Message

The more specific your message, the faster we can help. Include:

• A clear description of the issue. What happened, what you expected to happen, and what actually happened instead. Specific details beat vague summaries.
• Steps to reproduce (for bugs). If we can replicate the issue on our end, we can fix it. "Click X, then Y, then Z happens" is perfect.
• Transaction reference numbers (for withdrawal or exchange issues). These are shown on the confirmation screen and in your activity history.
• Screenshots if applicable. A screenshot of an error message or unexpected behavior is worth several paragraphs of description.
• Browser and OS information (for technical issues). "Chrome 120 on Windows 11" helps us narrow down environment-specific problems.

Response Times

Support messages are handled in the order they're received. Typical response times:

• Account and security issues: Priority queue. Typically responded to within a few hours.
• Withdrawal and exchange issues: Usually within 24 hours. If your withdrawal is stuck in processing, check the status page first — system-wide delays are posted there.
• General questions and feedback: 1–3 business days.
• Bug reports: Acknowledged within 24 hours. Fix timelines vary based on severity.

Sending multiple messages about the same issue doesn't speed things up — it actually resets your position in the queue in some cases. One clear message with all relevant details is the fastest path to resolution.

Security Reports

If you've found a security vulnerability on the platform, report it through the in-platform support channel and mark it as a security issue. Do not post security vulnerabilities publicly before they've been addressed. Responsible disclosure is taken seriously — verified security reports are acknowledged and, where applicable, rewarded.