The fastest way to a solution is one complete first message: your UID, the transaction ID, screenshots and what you already tried. Missing details mean another round of questions.
The official channels
| Channel | Where | Notes |
|---|---|---|
| In-app assistant | The headset icon on the home screen | Answers common questions straight away. If the suggestions don’t fit, describe your case in full with the details below |
| support@redotpay.com | RedotPay says it replies within 1 business day | |
| Suspicious activity | src_health@redotpay.com | For fraud or unexpected account activity, as listed on RedotPay’s support page |
- The headset icon opens RedotPay Assistant.
- The AI assistant greets you first.
- Quick actions: identity verification, passkey, phone number.
- Common questions, such as unauthorized transactions or funds that haven't arrived.
- Type your message here.
Put this in your first message
- Your UID: shown under your email on the profile page (tap your avatar on the home screen).
- The transaction ID, or the blockchain hash (TxID) for a crypto deposit or withdrawal.
- Date, time and amount of the problem.
- Screenshots of the error or the transaction. Hide your full card number and CVV.
- What you already tried.
- What you want: a refund, a status update, an unblocked deposit.
Copy-paste template
Subject: [Short problem], UID [your UID]
Hello,
My UID is [UID].
On [date, time, time zone] I [what you did: deposited / paid / withdrew]
[amount and coin or currency] [where: merchant name / network and address].
Transaction ID or TxID: [ID].
What happened: [one or two sentences].
What I already tried: [steps].
What I need: [refund / credit the deposit / tell me which document is missing].
Screenshots attached.
Thank you.Keep the case moving
- Keep one case. Reply in the same chat or email thread instead of opening a new one; each new ticket starts from zero.
- Stay in the chat until you get an answer. Users report chats being closed when they stop replying. Email is easier if you can’t wait.
- Answer exactly what’s asked. If they want a document, send it all at once.
- Note the case or ticket number and mention it every time.
How long things take
| Request | Official time frame |
|---|---|
| Email reply | Within 1 business day |
| Review of uploaded documents | 1 to 3 business days |
| Wrong-network recovery | 7 to 15 business days |
| Fraud report sent to the card network | About 1 to 3 months |
| Chargeback for a consumer dispute | About 3 to 6 months |
For specific problems, start with the guide: money held for review, card declined, a charge you didn’t make, wrong network.