DocsSupportLive Chat Assistance
Live Chat Assistance
Get real-time help from a support specialist directly in the app or on our website. Ideal for quick questions, installation issues, billing clarifications, and guided troubleshooting.
How to start a chat
- In app: Settings → Help → Live Chat
- Web: chat widget at the bottom-right of Support
- Provide topic and severity (S1–S3) for faster triage
Availability & languages
- Live: Mon–Fri, 09:00–17:00 (core hours, global coverage)
- After-hours: leave a message—auto-converts to a ticket
- Languages: English (primary). Others via quick translation assist.
What to include
- App version + OS (auto-collected in in-app chat)
- Steps to reproduce + exact error text/code
- Timestamps & safe screenshots (no secrets)
- Billing: wallet address or receipt ID (never share private keys)
Response targets
- Queue pickup: ~2–5 min
- S1 (critical): immediate triage
- After-hours: < 24h via ticket
Escalation
- Live troubleshooting → engineer handoff if needed
- Incident updates posted to /status
Privacy & safety
- Never share master passwords, seeds, or key files
- For sensitive details, use our PGP key
Transcripts & follow-ups
You’ll receive a transcript by email. If an issue needs deeper investigation, we’ll convert the chat to a ticket and keep you updated there.