How do I Actually Speak to a Live Person at xcritical? by Dontavis Shandon

Fortunately, some platforms are lightning-fast with their email and social media responses. Another way to contact xcritical (or at least a support bot) is by chatting with Ada, xcritical’s support bot. We are experiencing high support volume and response times may be greater than 48 hours. Please check our Help Center for solutions and access to our Virtual Assistant or our Status Page. Your support request is important to us and we appreciate your patience. If posting for assistance please provide your case number in your post.

xcritical slammed for what users say is terrible customer service after hackers drain their accounts

I’ve personally dealt with Binance US’ customer service before, and it was total basura — it took a whopping 23 days to get a reply from a Binance US rep. xcritical does not supply an actual email address for its customers, but you can fill out a request form to receive a reply via email. Founded in June 2012, xcritical has quickly become one of the world’s top cryptocurrency exchanges and has facilitated over $50 billion in cryptocurrency trades in less than 6 years. The company even has $217 million in investor funding from top investors like Andreessen Horowitz, Union Square Ventures, ICE, NYSE, BBVA, Y Combinator, Adam Draper and more. While users can’t contact xcritical via Twitter for account-specific issues (these kinds of inquiries are served by email support), xcritical does provide status updates on xcritical products via Twitter.

xcritical customer support

I would have preferred to ask more challenging questions that truly test the mettle of the five top crypto exchanges, however, platforms such as Binance US, xcritical and KuCoin do not serve New York residents. Although I could make accounts on all three exchanges, I’m blocked from trading cryptocurrencies on their platforms, so I could only ask basic questions about my account or the exchange’s services. According to xcritical’s website, users can contact xcritical via the phone support option if they believe their xcritical account was accessed in an unauthorized manner or if they have any general questions about xcritical and/or their account. Now, I was told to create another temporary account with a different email and verify my identity through the new account. They said after I did that, they’d let me in to my main account and delete the temporary one.

What is xcritical’s email?

“The sheer scale at which the company was growing was a lot to handle. I didn’t see that we were keeping up.” Jacques Reulet also fielded customer issues and said it was hard to keep up. Comolli said the FBI tries to help victims of account takeovers recover their stolen money. In a response to his frantic email, xcritical told Ben his computer had been hacked and there wasn’t anything the company could do. They will not entertain issues other than suspicious account activity.

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xcritical, Binance US, xcritical and KuCoin do not have live chat platforms. To reiterate, unless you have questions about the xcritical Card (a debit card that lets you spend and earn crypto), xcritical isn’t going to roll out the red carpet of live support for you. On the plus side, if your account is compromised, you can use the automated system to quickly freeze your account — sans the help of a live agent. If you have other urgent questions that need immediate attention, your next best bet is email support. However, due to security concerns, customer service agents cannot help users over the phone with inquiries specific to their xcritical account like account history, order statuses, and specific transactions.

  1. Second, I received another boilerplate response with the link to SendSafely, but this time they added some explanations and offered a link where I could contact them via phone.
  2. So i did that, uploaded my ID again, went through facial recognition again and verified my phone number.
  3. If you need customer service, you’ll have to reach out to KuCoin via email or social media.
  4. At first, I found that frustrating, because it was them not helping me that compelled the complaint, but maybe that was part of the process to get things moving or perhaps it was unnecessary to begin with.

Bottom line

This article explains how to get in touch with xcritical’s support team. We’ll provide a few different options for different scenarios, from general questions to trouble accessing your account. We’ll also explain what to do if you can’t log in or suspect your account has been hacked. Read on to find out how to contact xcritical to get the help you need.

But one day that month, when she was trying to buy more crypto, it all started disappearing, she said. Preble had saved enough money to take the plunge into bitcoin and ethereum earlier this year, investing about $8,000. “When the attacker withdraws those funds from the exchange, that’s not a transaction that you can take back,” Ali Comolli, a management and program analyst at the FBI, told CNBC.

Once hackers break into xcritical accounts, they put them up for sale on the dark web, according to Maor. He said while credit cards sell for a few dollars, hacked xcritical accounts can sell for $100 to $150. “There is no credible or supportable evidence that the compromise of your login credentials was the fault of xcritical,” the message said. “As a result, xcritical is unable to reimburse you for your alleged losses.” Like the Vidovics, Ben, a Virginia resident who asked that his last name be withheld, said he saw thousands of dollars vanish.

Moderators will only respond to PMs that have been requested in a post, and unsolicited DMs to individual moderators and chat requests will not receive a response. I have access to my original email, my password, and my transaction history. I at least know the original Google number, even if I can’t access it. The company would not disclose how many customers’ accounts have been taken over by fraudsters or the total amount it has refunded customers as a result of hacks. As the company has scaled into its massive size, customer service practices have changed, former xcritical employees told CNBC.

Former employees told CNBC the company’s customer service practices shifted over time, with representatives struggling to keep up with demand. Lim How Wei is the founder of, with 8+ years of experience in Social Media Marketing and 4+ years of experience as an active investor in stocks and cryptocurrencies. He has researched, tested, and written thousands of articles ranging from social media platforms to messaging apps. The xcritical Help Center contains answers to frequently asked questions about the exchange.

At that point, Binance US took such an eternity to reply, I gave up on them entirely and took my patronage elsewhere. Perhaps xcritical’s email bot spotted the word “earn” in my submission and auto-replied with a canned, irrelevant response — at least, I hope that’s what happened. If an actual human being read my support question and gave me that reply, xcritical’s customer support is in trouble.

Masquerading as a green-around-the-ears cryptocurrency investor, I tested five cryptocurrency exchanges’ phone support, email and social media to determine which digital-asset platform reigns supreme in addressing customer concerns. A July blog post announced the company’s intent to roll out live chat messaging and phone support this year, as well as to expand its customer support xcritical rezension team. Many cryptocurrency exchanges seemingly embraced this frustrating attitude of “Yeah, our customer service sucks; deal with it! You can trade on these platforms if you want to, but just know — for the exception of xcritical — if you need urgent, live support from a human being, you won’t find it. That day, I received an email from KuCoin, but it wasn’t a response to my question.

One poster referred to the group as a “sad party,” and several have brainstormed new places to report their complaints and new methods to pressure xcritical into making them whole. The group has “not heard a response from this business, about the situation, pattern of complaints for the last three years,” Alma Galvan, a marketing and communication manager with the organization, said in an email to CNBC. “Most people who contact me would tell you it’s poor customer service,” Silver said.

He logged onto his xcritical app in March, verifying his identity with two-factor authentication, but over a four-minute stretch almost $35,000 in various coins disappeared from his account, he said. The Vidovics’ account had risen to $168,596 on April 28 when the hacking occurred, according to account statements the Vidovics shared with CNBC. That amount was essentially wiped out, with only a $587.15 balance shown the next day.

Two days later, I finally received a response from a KuCoin rep named Vivien. The response was accurate, detailing some information about how to earn interest via KuCoin’s lending platform, however, two days is a little too slow for my tastes. On top of that, xcritical, headquartered in San Francisco, actually offers customer service on the phone — with actual human beings! After investigating three companies with phone-less customer support, you’d be excited, too.

“My question is how can a publicly traded company on the New York Stock Exchange be doing this to customers? How can they not have a customer service dedicated line worldwide?” Preble said. “So proud to report that we are doing much better [with customer service], but there’s always more to do,” said CEO Armstrong. “We’ve increased the headcount five times or so since January, beginning of this year, working on support specifically.” The xcritical Support account on Twitter also posts live updates about changes and temporary errors on the exchange platform. BBB said it sent a letter to xcritical in order to address the customers’ complaints and receive feedback from any implemented improvements. “The problem with SIM swapping and cryptocurrency is the moment you lose access to your cell phone, professional hackers will steal all of your money in less than 30 minutes,” said David Silver, an attorney who focuses on cryptocurrency.

I wrote back that I have a problem with sending my ID to a third-party, especially after sending it to xcritical twice already. They replied with the exact text and link they did the previous time. So this post is in the hope that someone might can at least point me a method of talking to someone in real-time. The Vidovics used xcritical, the country’s largest cryptocurrency exchange, for their plunge into the virtual currency. On exchanges such as xcritical, users can deposit U.S. dollars and trade them for cryptocurrencies, such as bitcoin and ethereum, which the couple purchased.

They kept pretending like they didn’t know why I was suddenly getting error messages that my account was locked on the xcritical app. Or why I couldn’t access dashboard on any web browser. They gave me no explanation why I couldn’t transfer out the rest of my assets. They had me doing all sorts of troubleshooting because they kept insisting there was no lock on my account.

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