Whether you have a question about your account, want to explore institutional services, or just need a hand — our team responds fast and actually helps.
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Fill in the form and the right team will reply — usually same day. For urgent security issues, use the direct email below.
We've got your message and will reply to your email within 4 hours. Keep an eye on your inbox — including spam, just in case.
While most support happens online, our offices are open for institutional clients and pre-arranged meetings. Select a location to see details.
A few things that help us help you faster — and keep your account safe.
Your Account ID (format CV-XXXXXXXX) is in Settings → Account. Including it in your message skips the verification step and typically cuts our response time in half.
Crypto Vault support will never ask for your login password, 2FA code, or seed phrase — by email, phone, or chat. Anyone asking for these is impersonating us. Report it to security@cryptovault.io.
We aim to be always available for urgent issues, but response times vary:
| Live chat | 24 / 7 |
| 24 / 7 | |
| Phone | Mon–Fri 08–20 UTC |
| Security | 24 / 7 |
If you're not satisfied with our resolution, you can raise a formal complaint at complaints@cryptovault.io. We'll acknowledge within 24 hours and resolve within 15 business days per FCA requirements. Unresolved complaints can be escalated to the Financial Ombudsman Service.
Our support team handles enquiries in English, French, Spanish, Portuguese, Arabic, and Igbo. Response times in languages other than English may be slightly longer. Machine translation is available for 40+ additional languages via chat.
Journalists, analysts, and content partners should contact our communications team directly at press@cryptovault.io. Our press kit — including logos, executive bios, and fact sheets — is available at cryptovault.io/press.