How to create a support ticket on FTX US

BEFORE YOU BEGIN

If you have questions or need help with your account, you can create a support ticket to reach us.  Our team is available 24/7 to assist you.  Click on the selection below to find guides on creating support tickets on our website and apps. 

 

  • FTX.US

    • Creating a ticket while logged in to your account

      If you are currently logged in, you can open a support ticket by following these steps:

       

      1. Click on Help at the top of the screen.

      Logged_In_-_Help.png

      2. Click on Support.

      Logged_In_-_Support.png

      3. Choose the appropriate category.

      Categories.png

      4. Enter a subject and a detailed description of your issue.

      Ticket_Form.png

      5. We encourage you to attach documents, screenshots or screen recordings that may help us understand your concern better. At the bottom left of the message box, you will see Document (optional), click on Choose files.

      6. Choose a file to share. You can only upload 1 file per message. If you have multiple files, please send them as multiple messages in the same ticket.

      7. Click Submit.

      Submit.png

    • Creating a ticket when you are not able to sign in

      If you are unable to login but want to reach customer support, please follow these steps:

       

      1. Go to https://ftx.us/support

      2. Click on Request a link.

      Logged_Out_-_Request_a_Link.png

      3. Enter the email address you used to sign up for your account. A link will be sent to your email.  This will take you to a page where you can create your ticket and reply to messages from our support team.

      Logged_Out_-_Email.png

       

      NOTE: If you no longer have access to the email address you used on your account, or if you have not received the link after 60 seconds, click on the Contact Us button and fill out the form:

      Contact_Us.png

      1. Tell us your name and the email address where you can be reached.

      Logged_Out_-_How_to_reach_you.png

      2. Type in a brief description of your issue.

      3. Click Submit

      4. Write down the passphrase shown to you after submitting the ticket. Do not share this with anyone. Remember that FTX will never ask you for the passphrase - they will provide this themselves.

      Passphrase.png

       

    • Checking on the status of an existing ticket

      To view or respond to an existing ticket:

       

      1. Click on Help at the top of the screen.

      Logged_In_-_Help.png

      2. Click on Support.

      Logged_In_-_Support.png

      3. Your tickets will be displayed below the form. Click on a ticket to reply to this.

      Reply_Form.png

     

  • FTX Pro

    • Creating a ticket while logged in to your account

      1. Tap on the Account icon at the top left of your screen.

      Account.PNG

      2. Select Help Center.

      Help_Center.PNG

      3. You will find a list of topics at the top of the page. If you tap on the icons to the right of these, you will be shown support articles that may help.  If you would like to create a ticket instead, tap on Submit New Ticket.

      Submit_New_Ticket.PNG

      4. Select a category that best describes your concern.

      Categories.PNG

      5. Put a subject and a detailed description of your concern. 

      Ticket_Form.PNG

      6.  Attach any information that might help us understand your concern better.  If you see any error messages, attaching a screenshot of this will help.

      Attach.jpg

      7. Tap Submit.

       

    • Creating a ticket when you are not able to sign in

      1.  On the Sign In page, tap Continue without logging in.

      Sign_in_Page.PNG

      2. Tap on the Account icon at the top left and then on Help Center.

      Logged_out_Help_Center.PNG

      3. Tap on Request a link.

      Request_a_Link.PNG

      4. Enter the email address associated with your account and then tap Request.

      Enter_Email.PNG

       

      If you no longer have access to the email address you used to sign up on your account, follow the steps to requesting for a link on the https://ftx.us/support website instead.

    • Checking on the status of an existing ticket

      1. Tap on the Account icon at the top left of your screen.

      Account.PNG

      2. Select Help Center.

      Help_Center.PNG

      3. You can find the list of your existing tickets at the bottom of the page.  Tap on the ticket you'd like to reply to.

      Support_Tickets.PNG

      4. Type your reply and attach a file if necessary. You can do this by tapping Document (optional).

      Ticket_Reply.PNG

      5. Tap Send.

     

  • FTX App

    Before creating a ticket, please make sure that you are on the latest version of the app.

    • Creating a ticket while logged in to your account

      If you are currently logged in, you can open a support ticket by following these steps:

       

      1. Tap on the ⚙️  icon on the top right corner of the FTX App.

      2. Tap Support.

      Support_Logged_In.jpg

      3. Tap Contact Support.

      Contact_Support_Logged_in.jpg

      4. Select a category that best describes your concern. 

      Categories_Logged_In.jpg

      5. Fill out the form. Please provide as many details as possible. Tap Next.

      Ticket_Form_-_new.PNG

      6. We encourage you to include a screenshot or a screen-recording of the issue. Tap Select documents and take a picture or upload a picture or screen recording from your device.

      Document_Picture.jpg

      7. Tap Submit.

      Doc_picture.PNG

       

    • Creating a ticket when you are not able to sign in

      If you are unable to login but want to reach customer support, please follow these steps:

       

      1. Tap on the ⚙️ icon on the top right corner of the FTX App.

      2. Tap Support.

      Support_Logged_out.jpg

      3. Tap Contact Support.

      Contact_Support_Logged_out.jpg

      4. Choose FTX US.

      Platform_Email_Logged_out_US.PNG

      5. Enter your registered email address and tap Next.

      Enter_Email_US_Logged_out.PNG

      6. Tap Open Email App.

      Open_Email_App.jpg

      7. Choose your email app (If you are using a Gmail email account, please choose the Gmail app from the options to avoid any issue)

      Choose_EMail_App.jpg

      8. Open the email sent by FTX (Just making sure it’s you). If you have multiple emails from FTX, please make sure to choose the latest one.

      9. Tap the Click to Verify button.

      10. Tap the FTX App icon or Open with FTX App (Please do not choose Chrome or other web app to open this link)

      11. Select the category that best describes your concern. 

      Categories_Logged_In.jpg

      12. Fill out the form. Please provide as many details as possible. Tap Next.

      Ticket_Form_-_new.PNG

      13. We encourage you to include a screenshot or a screen-recording of the issue. Tap Select documents and take a picture or upload a picture or screen recording from your device.

      Document_Picture.jpg

      14. Tap Submit.

      Doc_picture.PNG

       

    • Checking on the status of an existing ticket

      To view or respond to an existing ticket:

       

      1. Tap on the ⚙️ icon on the top right corner of the FTX App.

      2. Tap Support.

      Support_Logged_In.jpg

      3. Tap Support Conversations.

      Support_Conversations.jpg

      4. Locate the ticket and tap it.

      Ticket_List.jpg

      5. If the ticket is closed, you have the option to reopen the ticket and send a reply. If your issue has already been resolved, you also have the option to close the ticket.

      Ticket_Reply.jpg

NOTE: Please do not create multiple tickets for the same concern as it delays our ability to reply to you.