To help us identify and resolve your issue more efficiently, please provide complete and accurate information when contacting Echobit Customer Support.
The more details you provide, the faster your issue can be handled, reducing unnecessary back-and-forth communication.
This guide outlines the required information for different types of issues.
1. Basic Required Information
For any inquiry, please prepare the following:
- Echobit UID
- Registered email or phone number
- Time the issue occurred (as precise as possible)
- Description of the issue (including steps taken or error details)
- Relevant screenshots or screen recordings (if applicable)
2. Information by Issue Type
(1) Deposit / Withdrawal Issues
If your deposit has not been credited or your withdrawal failed, please provide:
- Token name (e.g., BTC, ETH)
- Amount
- Transaction Hash (TxID)
- Blockchain network (e.g., ERC20, TRC20)
- Deposit/withdrawal address
- Screenshot from blockchain explorer or transaction record
(2) Trading Issues (Spot / Futures)
For order or execution-related issues:
- Trading pair (e.g., BTC/USDT)
- Trading type (Spot / Futures)
- Order type (Limit / Market, etc.)
- Order ID
- Order time
- Description of the issue (e.g., not filled, slippage)
- Relevant screenshots
(3) KYC / Verification Issues
If verification fails or cannot be submitted:
- Current verification level
- Submission time
- Screenshot of review result
- Reason for rejection (if provided)
(4) Account Security / Abnormal Activity
For suspicious login or asset changes:
- Time of the incident
- Description of the abnormal activity
- Whether any sensitive actions were performed (e.g., password reset, clicking unknown links)
- Login device or IP address (if available)
- Relevant screenshots
3. How to Describe Your Issue Clearly
We recommend using the following structure:
I attempted to perform [action] at [time], encountered [specific issue], and the current status is [result]. Please see the attached screenshots.
4. Important Security Reminder
- Never share your password, verification codes, private keys, or recovery phrases with anyone
- Official support will never ask for sensitive information
- Only contact support through official channels
Providing complete information helps speed up resolution and avoids repeated communication.
We recommend preparing all relevant details before submitting your request.
