How to Contact Support
Need help? Just chat with Shaine - our AI assistant and support team are here for you.
Chat with Shaine
Click the blue chat bubble in the bottom-right corner of any page to start a conversation.
| What Shaine Can Do |
|---|
| Answer questions about Polyfollow instantly |
| Help troubleshoot common issues |
| Guide you through deposits, withdrawals, and copytrading |
| Help you open a support ticket for complex issues |
Need Human Help? Open a Support Ticket
For issues that need personal attention, open a support ticket:
- Chat with Shaine and say "I want to open a ticket" or "I need help"
- Click the "Open Ticket" button that appears in the chat
- Describe your issue with as much detail as possible
- Check your ticket for replies, open the Support Tickets panel from the chat to see responses
You can also open a ticket directly from the bottom of any Help Center page.
Tickets with new replies show a blue dot and "New reply" badge so you know when we've responded.
Response Times
| Channel | Typical Response | Details |
|---|---|---|
| Chat (Shaine AI) | Instant | 24/7 availability |
| Support Ticket | < 24 hours | Reply appears in your ticket, usually same day |
| Urgent Issues | < 4 hours | Withdrawal/deposit problems prioritized |
Priority Support
All users receive the same priority support. We respond as fast as possible to every ticket.
Help Us Help You Faster
When opening a ticket, include:
- What happened - Describe the issue clearly
- When it happened - Date and approximate time
- Screenshots - If possible, show the error or issue
- Trader name - If it's about a specific copy trade
- Transaction hash - If it's about a deposit or withdrawal
The more details you share, the faster we can resolve your issue!