How to get support from the Fuzopay team
Every way to reach us, what to include so we can help on the first reply, and how to tell a real Fuzopay message from a fake one.
There are three ways to reach us. All of them go to the same team.
1. Live chat
The quickest option, and available whether or not you are signed in.
In this help center. The chat bubble sits in the bottom-right corner of every help page, including this one. Select it and type — no account needed.
In your account. Open the account menu at the bottom of the left sidebar (your name and initials, with the … button), or tap More in the bottom bar on a phone, then select Help & support.
Either way the Messenger keeps your conversation, so you can close it and come back without repeating yourself. The difference is what we can see: signed in, we already know which account you are writing about. From the help center you are anonymous, so include your account email in your first message or we will have to ask.
Note. If the chat bubble does not appear, use email instead — nothing is lost, it reaches the same team.
2. Email
Write to support@fuzopay.com from the address registered to your account.
Sending from your registered address matters: it is the fastest way for us to confirm we are talking to the account holder, which means fewer verification questions before we can help.
This is also the channel the app points you to when identity verification cannot be completed — the Contact support button on that screen opens an email to this address.
3. The contact form
If you cannot sign in — a lost password, a locked account, a device you no longer have — use the contact form. It needs no account, and every Contact support button in this help center leads to it.
The form asks for your name, email, a topic, an optional account or transaction reference, a subject, and a message of at least 20 characters. You can attach a file.
What to include
A first message with these five things usually gets a resolution rather than a follow-up question:
- What you were trying to do. "Withdraw 50 USDC to my wallet", not "it doesn't work".
- What happened instead. Copy the exact wording of any error message.
- When it happened. Date and rough time, with your timezone.
- The reference. A transaction ID from the Transactions page, or the deposit address or destination address involved.
- Where you were. Desktop or mobile, which browser, and whether you had just changed anything (new device, new network, new password).
Screenshots help. Crop out anything you would not want stored — and see the warning below about what never to send.
Response times
Our target is a reply within one business day. Live chat is usually faster during working hours.
Some cases genuinely take longer, and it is not because your message was missed:
| Case | Why it takes longer |
|---|---|
| Identity verification under review | The decision comes from our verification partner. Most reviews finish within 1–2 business days. |
| A request for more information (RFI) | Each round of documents has to be reviewed before the next step. |
| Virtual USD account provisioning | Account details are issued after a review by our partner bank. |
| A deposit on an unsupported asset or network | Recovery is manual, case by case, and not always possible. |
While something is under review there is nothing you need to do. The status on your account updates on its own and you receive a notification when it changes.
What we will never ask for
Warning. Fuzopay will never ask for your password or recovery codes by email, phone, or chat. Never share a password, recovery code, or seed phrase with anyone, including someone who says they work for Fuzopay.
We will also never:
- Ask you to move funds to a "safe" or "verification" address.
- Ask you to install remote-access or screen-sharing software.
- Contact you first on social media, Telegram, WhatsApp, or Discord to offer account help.
- Charge a fee to release, unlock, or recover a balance.
Anyone doing one of these is not us. Report it to support@fuzopay.com and do not reply to them.
How to check a message is really from us
- Email comes from a
@fuzopay.comaddress. Look at the full address, not the display name. - Chat happens in two places only: this help center on
fuzopay.com, and the signed-in Fuzopay app. Never in a separate messaging app, and never because someone messaged you first. - Links in genuine emails point to
fuzopay.com. Hover before selecting. When in doubt, do not use the link: open Fuzopay yourself and check your Notifications page, which carries the same account updates. - Urgency is the tell. Real security notices tell you what happened and let you verify it in your own time. Messages demanding action within minutes are almost always fraudulent.
If you think you have shared something you should not have, change your password immediately, sign out other devices from Settings → Active sessions, and email us. See Manage active sessions and signed-in devices.
Before you write
A few common questions are answered faster here than by us:
- "How long does verification take?" — see Verification statuses explained.
- "Why can't I withdraw?" — see Withdraw crypto from your Vault.
- "Where is my deposit?" — see Deposit crypto into your Vault.
- "I sent the wrong asset." — see Supported assets and networks. Write to us straight away for this one.
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Can’t find the answer?
Send our support team a message and we’ll come back to you within one business day.