Reach the support team through secure email channels. Direct messaging through chat applications rarely reaches the right people. Use the official email address for reliable communication. Keep your messages brief and structured for the fastest handling.

Sending signed emails

Compose your query in a plaintext editor first. Encrypt and sign the document using your private PGP key. Attach the resulting armored block to an email addressed to [email protected]. Signing proves you are who you say you are digitally. This step eliminates the tedious identity verification exchanges that waste hours for both sides.

Message content guidelines

Include your order identifier if the message relates to a specific transaction. State your registered PGP public key for future reference. Describe the issue in one or two clear sentences. Screenshots help with visual problems, but keep file sizes modest for faster attachment transfers. Structure beats emotion when discussing technical hiccups or billing questions.

Response expectations

Staff review incoming mail within twenty four hours most days. Urgent matters often see faster turnaround. Weekend responses may lag slightly compared to weekday efficiency. Understand that people operate this desk, not automated bots. Patience yields better results than repeated pings in short intervals.

Support hours align with European morning schedules predominantly. Messages sent late at night may wait until the next business morning for attention. Adjust your timing accordingly when possible to maximize the chance of immediate assistance.

FAQ

Can I call a phone number?

No phone lines exist for general inquiries. Voice calls introduce noise and recording vulnerabilities. Email remains the sole official channel for documented, traceable conversation.

Should I attach sensitive financial data?

Encrypt all attachments thoroughly before sending. Raw exports or statements belong inside the PGP armor layer. Unencrypted sensitive documents risk exposure if mailbox servers experience a breach.

What if I forget my PGP key?

Generate a new pair promptly and share the public half. Update your profile settings with the new key. Mention this change explicitly in your outgoing message so agents recognize the shift immediately.

Does support speak languages other than English?

English serves as the primary working language for all correspondence. Some agents understand Spanish or French casually. Writing in English ensures accuracy and prevents translation errors from delaying your case.