Tickets: when they're opened and the reply time

Most questions are solved on the spot, on the chat. When a case needs a review, it becomes a ticket: a logged request that our team follows until it is answered.

Chat

Real time

with our team

Ticket

Up to 72 business hours

standard reply time

E-mail

contato@exltrade.com.br

When it becomes a ticket

• Reviewing a failed evaluation you believe was an error.
• A duplicate charge or a charge for the wrong amount.
• An account not released on time.
• Questions about a refused payout.
• A refund request, in the cases set out in the Terms.

How it works

1. 1

   Open the ticket

   Signed in, open "Chat with support" › My tickets › Open ticket: choose the subject and the account, describe the case and attach screenshots or PDFs, if you have them. If you prefer, tell us on the chat and our team opens the ticket for you.

2. 2

   Follow it

   In My tickets you see the status, the deadline, the history and the resolution. The ticket is the record of the case: to talk, use the chat or WhatsApp quoting the ticket number. If the team asks for some information, reply there and the ticket goes back to the team right away.

3. 3

   Reply

   You get a reply within 72 business hours. If it was not solved, tap Reopen on the ticket, within the period shown there, and tell us what is missing. After that, open a new ticket linked to the previous one.

Topics with their own deadline

Some topics have their own deadline, set out in the Terms. In those cases, the topic's deadline applies.

• Refund request: reviewed within 5 business days.
• Payout request: reviewed within 1 business day.
• Conduct breach: you have 5 business days to give your explanation before the final decision.