---
title: "How to contact RedotPay support and actually get an answer"
description: "Where RedotPay's real support is (in-app assistant and support@redotpay.com), what to put in your first message so it gets solved, a copy-paste template, how long replies take, and how to spot fake support."
---

> Documentation Index
> Fetch the complete documentation index at: https://redotdocs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to contact RedotPay support and actually get an answer

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.

> **Fake support is the most common scam**
>
> RedotPay never contacts you on WhatsApp and never asks you to send funds to fix a problem or "unlock" money. Check any website, email, phone number or social account on RedotPay's [official verification page](https://www.redotpay.com/verification) before you reply.

## 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 |
| Email | 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 |

## 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](/en/deposits-withdrawals/deposit-crypto/) 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

```text
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](/en/troubleshooting/funds-on-hold/), [card declined](/en/troubleshooting/card-declined/), [a charge you didn't make](/en/troubleshooting/unauthorized-charges/), [wrong network](/en/troubleshooting/wrong-network/).

Sources: RedotPay's Get Support and Verification pages on redotpay.com, the RedotPay app (31 Oct 2026), and the help-centre articles "Common Crypto & Payment Scams", "How to Report a Scam or Phishing Attempt" and "What Protections Does RedotPay P2P Offer Users".

Source: https://redotdocs.com/en/troubleshooting/contact-support/index.mdx