Support chat and tickets
In-app Support chat (Beta), human tickets, and the header bell for ticket updates. Signed-in only. Not the same as Profile notification toggles.
Signed-in users can open Support from the account menu. An AI agent answers first and can escalate to a human ticket when needed. Ticket updates appear in the header bell, not in Profile → Settings → Notifications.
Read these docs or the Learn hub first. Support works best when you already know which page describes your issue.
Before you chat
- Trading or rules — Hyperprice 101, Settlement, Fees
- Chart versus another site — Accuracy
- Money in or out — Deposits and withdrawals, Balances
- Sign-in or authenticator — Security
For a deposit or withdrawal that looks wrong, open Wallet and note the history row (pending, confirming, or confirmed). Have a transaction hash, a screenshot, or the copyable TxID on that row ready if Support asks. Some TxIDs are in-app match ids, not always a BNB Smart Chain explorer hash.
Open Support
- Open the account menu (profile icon).
- Tap Support (shown with a Beta label).
- Type your question. You must be signed in — guest browsing cannot start Support.
The agent can explain handbook topics, check your open support tickets, and help with account questions. When a human review is needed, it creates a ticket and shows a ticket card in the chat with a status badge and a short summary of your issue.
You can ask about ticket status later in the same chat. The agent can see your open and recently resolved tickets.
Header bell (support tickets)
The bell in the top header is for support ticket updates. It is separate from notification toggles in Settings.
| What you see | Meaning |
|---|---|
| Blue dot on the bell | At least one unread ticket update |
| Dropdown list | Open tickets and recently resolved tickets |
| Mark all as read | Clears the blue dot for tickets you have seen |
Tap a ticket in the list to open a detail view with the status, your summary, and Reply from our team when a human has responded. Resolved tickets stay in the list so you can read the reply.
The blue dot clears when you open a ticket or use Mark all as read.
Profile notification toggles (different)
Profile → Settings → Notifications controls in-app toasts on this device — deposits, withdrawals, tips, announcements, referral activity, and liquidity rewards. Those toggles do not control the header bell or support tickets.
See Notifications.
Human escalation
The agent escalates when your issue needs a person — for example a stuck deposit, a withdrawal problem, or something the handbook does not cover.
After escalation:
- A ticket card appears in the chat.
- The ticket also shows in the header bell dropdown.
- When the team replies or resolves the ticket, you get an update in the bell. Open the ticket to read Reply from our team.
If you already have an open ticket for the same issue, the agent may ask whether to update that ticket or open a new one.
What Support can help with
- How Hyperprice works (rounds, fees, settlement, wallet flows)
- Your support ticket status
- Wrong translations in the app (see Languages)
- Deposits and withdrawals that do not match Wallet history
Support is not investment advice. It does not change round results or reverse confirmed on-chain transfers.
What Support will never ask for
Hyperprice Support will never ask you to send:
- a wallet seed phrase or backup words
- your Google password
- the authenticator secret, QR, or recovery codes
- funds to an address that is not the one shown in Wallet
If a chat, email, or message claiming to be Hyperprice asks for those, it is not Hyperprice. See Security.
Related
- Get Help
- Deposits and withdrawals
- Notifications (Settings toggles)
- Languages