> For the complete documentation index, see [llms.txt](https://traiex.gitbook.io/user-guides/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://traiex.gitbook.io/user-guides/support.md).

# Get Help

Choose the right support channel and prepare a clear request.

Open **Contact support** in the workspace sidebar or **Support Center** in the platform footer. For a P2P order, use its help or dispute flow when available.

## What to include

* The product area and action you attempted.
* The exact error message and what happened.
* Date, time and timezone.
* Account identifier if the official support form requests it.
* Operation or order ID; blockchain TXID when applicable.
* Asset, network, amount and status for a funds issue.
* Device and browser for an interface issue.
* A screenshot with unrelated personal and security details hidden.

State whether funds were debited and whether you already retried the action. This helps avoid duplicate operations.

## Keep secrets private

Do not share your password, one-time codes, authenticator setup QR code, recovery key, seed phrase, private key or API secret. Do not include full bank card details in a support message.

Use a support channel opened from the platform. A person contacting you first and asking for credentials or a transfer is not authenticated by a TRAIEX name or logo.

## Before retrying a payment

Check [Transactions](https://traiex.gitbook.io/user-guides/transactions) and the receiving balance. If the original result is unclear, resolve it before submitting another payment or withdrawal.

For account access, start with [Getting Started](https://traiex.gitbook.io/user-guides/getting-started). For deposits and withdrawals, use [Wallet and Funds](https://traiex.gitbook.io/user-guides/wallet-and-funds).

## Support request template

Copy and complete the relevant fields. Do not include access secrets or full card details.

```
Product area and action:
Expected result and what happened:
Error message and current status:
Date, time and time zone:
Operation / order ID; TXID if available:
Asset, network and amount if relevant:
Whether funds were debited; whether I repeated the action:
Device and browser:
```

## Learn a task or solve a problem

Use this guide to learn how an action works and what to check before confirming it. If something has already gone wrong, start with the [TRAIEX Support Center](https://traiex-help.freshdesk.com/en/support/home).

| What happened                                 | Start here                                                                                              |
| --------------------------------------------- | ------------------------------------------------------------------------------------------------------- |
| A crypto deposit is missing                   | [Check a deposit](https://traiex-help.freshdesk.com/en/support/solutions/articles/201000093088)         |
| A withdrawal needs checking                   | [Check withdrawal status](https://traiex-help.freshdesk.com/en/support/solutions/articles/201000093077) |
| An authenticator code fails or access is lost | [2FA help](https://traiex-help.freshdesk.com/en/support/solutions/articles/201000092995)                |
| Identity verification needs attention         | [Verification help](https://traiex-help.freshdesk.com/en/support/solutions/articles/201000092855)       |
| An active strategy has no new trades          | [Check strategy activity](https://traiex-help.freshdesk.com/en/support/solutions/articles/201000115061) |

If you already have a request, add relevant updates to the same thread instead of opening another one.

## Next steps

* [Transaction History and Statuses](https://traiex.gitbook.io/user-guides/transactions)
* [Account and Security](https://traiex.gitbook.io/user-guides/getting-started)