Create account

Help centre

Help for accounts, wallets, and transactions.

Read the guides for general questions, or contact Support for an account or transaction issue. Sign in first when you can so the request can stay with your account history.

Contact support Search the help guides

Create an account

Set up an account with an email you control, a unique password, and available security checks.

Get help

Wallet & transfers

Check the asset, wallet address, and network before a transfer.

Get help

Track a buy or sell order

Use your order reference and the status in your account to follow a transaction.

Get help

Secure your account

Review password, two-factor authentication, and phishing safety.

Get help

A traceable support path

What to do when a transaction needs attention

Keep the order evidence and the support conversation together instead of restarting through an unsolicited message.

  1. Step 1

    Start with the order or transaction page

    Check the current status and keep the order or transaction reference. Do not repeat a payment or crypto transfer simply because a status is still pending.

  2. Step 2

    Open one traceable request

    Sign in for account-specific help, or use the public contact form. Signed-in conversations remain in Support; guest requests receive a code by email.

  3. Step 3

    Share useful evidence, not secrets

    Include the relevant reference and what you can see. Never send a password, one-time code, private key, recovery phrase, or full unmasked account details.

  4. Step 4

    Follow replies from the same request

    Return to the Support inbox or reopen a guest request with its code and email so the history stays together and the team can follow the same issue.

Common questions

Common account and wallet questions

Sign in for account-specific questions when you can; the contact form also accepts guest requests.

How do I contact support?

Use the contact form to create a support request. Sign in when you can so it stays with your account history; if you cannot sign in, send a guest request and keep the ticket code sent by email. Include a transaction reference when relevant, but never a password or one-time code.

Why should I check the network before sending crypto?

Wallet addresses and networks are asset-specific. Sending through the wrong network can delay a transfer or make recovery impossible. Review the recipient details and network shown in your wallet before confirming.

What should I do if I do not recognize an account activity?

Change your password, secure your email account, and contact support as soon as possible. Do not share one-time verification codes or recovery information with anyone.

Where can I see my transaction history?

After signing in, open Transactions from the account area to review recent activity and access transaction receipts.

What should I include when I contact support about a transaction?

Include the transaction or order reference shown in your account, the action you were taking, and a short description of what you see. Do not include a password, one-time code, or private key.

Where can I follow a payout or a pending sale?

Open the relevant sell order in your signed-in account and check its current status. Keep the order reference if you need account-specific help from Support.

How do I find the correct receiving wallet details?

Open the wallet for the asset you expect to receive, then use the address and network shown there. Check both the asset and network before sharing or using the details.

What happens after I submit a support request?

Signed-in requests and replies stay in your Support inbox. If you contact ebitpoint without an account, the confirmation email includes a ticket code that works with the same email address to reopen the request later.