One-time email codes and secure customer support

Use the Support portal. It verifies your email and keeps the conversation attached to the correct customer and order context.

No. Codes and verified sessions are purpose-specific. An order-creation code, secure-order code, KYC handoff, limit-access code, and Support code are not interchangeable. Request a fresh code from the exact page you want to use.

Check the address for typing errors, then check spam, junk, focused/other inboxes, and mail filtering. Wait for the current request before trying again because repeated requests can be throttled. Never ask anyone to forward a code; use Support if delivery remains unavailable.

Use the six digits from the newest request on the same page and for the same email and order. A code can be time-limited, single-purpose, already consumed, or replaced by a later request. Request a new one rather than repeatedly guessing.

Secure details cannot simply be revealed to a different email. Open Support with the information you can safely provide and explain the loss of access. Additional identity, bank, wallet, or transaction evidence may be required, and an email change is not guaranteed.

No. Never share a one-time code, password, email-access link, seed phrase, or private key with anyone claiming to be Support. Enter a code only in the matching secure A-PFI page you opened yourself.

Open Support, enter your email, and verify the six-digit code sent for Support access. Choose Order, Payment, KYC, Complaint, or Other; add the order reference when relevant, a clear subject, your message, and optional safe attachments. Replies remain in the verified ticket thread.

Support accepts PDF, PNG, JPG, and JPEG files. You can attach up to five files to one message, with a maximum of 10 MB per file and 25 MB in total. Use only relevant, non-sensitive evidence and never attach passwords, codes, seed phrases, or private keys.

A newly uploaded file remains pending or quarantined until its security check is complete. Only a file marked clean receives a download link. A blocked file stays unavailable; upload a permitted clean replacement if the ticket still needs evidence.

Use the same verified email where possible, add the public order reference, describe what happened and the resolution you seek, and include only relevant non-sensitive evidence. For blockchain issues, include the transaction hash; for bank issues, a redacted receipt can help.

Open a verified Support ticket and select Complaint. Identify the relevant order or communication, explain why you believe the service or decision was deficient, and state the resolution you seek. The ticket keeps the complaint and replies attached to the same secure context.

Enter the complete six-digit code sent specifically to create the order at the email shown on screen. The input accepts digits only. Do not enter an order reference, tracking code, or one-time code issued for limits or Support.

Yes, use Send a new code on the verification step. Enter the newest code received and observe its displayed validity time. Repeated requests do not preserve an expired quote, so you may also need to return for a fresh calculation.

Use Change email or return to the details step, correct the address, and request a new code. Verification for the previous address cannot authorize the replacement address. Recheck the quote deadline before proceeding.

Use the most recently requested code for the exact action you are completing. Older codes may no longer be accepted, so stop requesting new ones while entering the latest message.

Compare the message time and the action or purpose stated in each email. Request one fresh code if necessary, wait for it, and use only that code in its matching screen.

The device may have selected an older message. Clear the field, open the newest email for the current action, and enter its code manually without requesting another unless needed.

Enter every character exactly as displayed, including any leading zero. Do not convert the code to a number in a notes or spreadsheet app because that can remove leading characters.

Copying can add a space, line break, or punctuation around the code. Clear the field and type only the code characters from the newest message for that action.

Check the organization’s quarantine and allow-list process or ask its mail administrator to release the genuine message. Do not ask another person to forward you their code.

Use the same verified form of the address throughout an order and its support or limit flows. Mail may reach one inbox while the service still treats the written addresses as distinct identifiers.

Treat order messages and secure links as sensitive. Forwarding does not change the verified customer email or authorize another person; if you forwarded one accidentally, avoid sharing any code and contact Support if concerned.

Use the secure ticket conversation when the message directs you there. A reply to an automated notification may not join the case, so confirm that your response appears in the ticket history.

Hide passwords, full authentication codes, seed phrases, private keys, unrelated balances, and unrelated transactions. Keep the order reference, relevant status, amount, date, and payment identifiers readable.

Include the hash as copyable text so it can be checked accurately, and add a screenshot only when it gives useful context. Verify the pasted hash and do not send a wallet private key.

Keep updates in one existing ticket whenever possible and include the order reference there. Multiple parallel tickets can separate evidence and replies instead of clarifying the same issue.

Use the available reopen or new-ticket path and cite the closed ticket and order references. Explain what is genuinely new rather than resending every file without context.

Check the ticket message for a completed attachment entry before assuming it arrived. If none appears, retry once on a stable connection and avoid submitting the same message repeatedly.

Rename the file with a short descriptive name using ordinary letters, numbers, hyphens, or underscores, while keeping the correct extension. Do not change an unsafe file into an allowed type by renaming only.

Export a readable lower-size copy or split a multi-page document into clearly named relevant parts, without making text illegible. Follow the upload limits displayed by the ticket form.

Keep the pages needed to understand the payment in their original order and make sure the relevant transaction is easy to locate. Remove unrelated pages when appropriate without altering the evidence itself.

Not necessarily. Read the ticket’s current status and message for any action still required. A notification only tells you that activity occurred and can arrive after the portal was updated.

A new short-lived code can protect a separate sensitive access attempt. Use only the newest code for the purpose shown, and never send it to a person claiming they need it to update the order.

Include the public order reference, direction, concise issue, relevant time, and non-secret bank or blockchain evidence. Never include passwords, one-time codes, private keys, seed phrases, or full unrelated financial records.

Security checks and authorized reviewers must be able to inspect the submitted evidence safely. Do not upload password-protected documents, archives, executables, or scripts; export the relevant pages as a genuine accepted PDF, PNG, JPG, or JPEG file instead.

They are common extensions for the same image family, but the upload control decides which extensions and content it accepts. Do not simply rename a rejected file; export a genuine supported image instead.

Crop unrelated margins, export at readable quality, or split a multi-page document into relevant parts if permitted. Do not use an untrusted public file-sharing link or compress it until transaction details become unreadable.

The format, file signature, size, encryption, metadata, or security scan may not meet upload rules. Re-export the evidence from a trusted application in an accepted format; do not try to bypass the scanner.

Hide unrelated transactions, full account numbers not needed for matching, other people’s data, and irrelevant balances while leaving requested names, dates, reference endings, amounts, and status readable. Never redact evidence deceptively.

Never send wallet keystores, seed backups, private keys, password databases, authentication exports, recovery-code lists, or documents containing secrets unrelated to the case. Support does not need spending credentials to inspect a public transfer.

Yes, when the issue and order are the same. Keeping evidence and answers in one authenticated thread preserves context. Open a separate ticket only for a genuinely separate issue that should not share sensitive details.

No. Duplicate tickets can split evidence and slow accurate handling. Keep one ticket updated with the newest relevant facts, and reference an existing ticket if Support asks you to open a specialized case.

Yes. Write the request in your preferred supported language and state that preference clearly if needed. Keep order references, error text, bank references, and blockchain hashes exactly as displayed rather than translating or reformatting those identifiers.

Give the approximate event time, date, and time zone shown on your device or order page. Also describe what happened immediately before and after it. This helps distinguish events with similar timestamps without asking you to expose codes or full sensitive page links.

Yes, copy the complete visible error text and identify the step where it appeared. Text is searchable and reduces ambiguity from a cropped image. Remove one-time codes, private access links, and unrelated personal details before sending the request.

Use the clearest permitted format for the issue. A readable PDF can preserve multiple pages and text, while a screenshot can show the exact on-screen state. Attach only relevant material, apply careful redaction when needed, and never include passwords or access codes.

Keep the original readable file unchanged and label any translation as an additional aid. Do not replace, edit, or overwrite text in the source document. Share only material relevant to the request and use a supported attachment format.

Yes. Before uploading, review the filename for account numbers, full names, internal company labels, or unrelated case details. You may give the file a short descriptive name while keeping its genuine extension; changing the name does not change or sanitize the file contents.

Reply promptly in the same ticket, identify the filename and explain that it was sent by mistake without attaching it again. Do not expose additional sensitive details in the correction. Support can then assess the appropriate handling for that specific file and request.

No. An acknowledgment confirms that the request entered the support channel; it is not a decision, payment confirmation, or resolution. Keep the ticket reference and wait for a message that specifically addresses the reported issue before acting on it.

Free enough mailbox space, review provider blocks, and then request a new message from the relevant page. Do not keep submitting orders or codes while delivery is unavailable. If the problem continues, contact Support through the available secure route and explain the bounce.

Open the authenticated ticket to check whether the message or file is available there. Do not ask anyone to bypass company security controls. If evidence must be resent, use only the supported upload control and an allowed file type, or ask Support for a safe next step.

Reopen the authenticated ticket from the official site and compare its ticket reference, sender context, and latest message. Email delivery can be delayed or filtered. Do not act on conflicting instructions; report the mismatch inside the authenticated ticket first.

A thread can contain personal data, order references, private links, and attachments. Share it only when necessary and authorized, and remove material the recipient does not need. Never forward one-time codes or treat a forwarded message as access to the authenticated ticket.

Clearly identify each order reference and keep its timeline, payment evidence, and attachments separate. Use the ticket flow in a way that preserves that separation. Never describe a payment from one order as proof for the other, even when both orders use the same email.

No. Renaming an extension does not convert the file and can make it misleading or unreadable. Export the relevant content into a genuinely supported harmless format, verify that it opens correctly, and review it for sensitive information before uploading.

Verify again through the official ticket flow, then confirm the ticket reference before continuing. If you saved draft text, review it for stale instructions and sensitive data before pasting. Do not store or paste one-time codes, private links, or wallet secrets.