How Do I Contact Support?

Quick Contact Options

Need help right away? Here are the fastest ways to get support:

🚨 Emergency Support (Critical Issues)

Live Chat: Built-in chat widget on dapp.yc365.io
Telegram: @YC365Support (24/7 monitoring)
Email: support@yc365.io (mark as "URGENT")

💬 General Support (Most Common)

Community Forums: Telegram group and Discord server
Help Center: Comprehensive FAQ and documentation
Email Support: support@yc365.io

Support Channels Overview

🎯 Choose the Right Channel

Live Chat - For Immediate Help

Best For: Account issues, transaction problems, technical errors
Available: 24/7 with automated responses, live agents during business hours
Response Time: Instant automated help, 5-15 minutes for live agents
Access: Click chat icon on any page of dapp.yc365.io

Email Support - For Detailed Issues

Best For: Complex problems, account verification, security concerns
Address: support@yc365.io
Response Time: Within 24 hours (1 hour for urgent issues)
Include: Detailed description, screenshots, transaction hashes

Community Support - For General Questions

Best For: Trading questions, strategy discussions, general help
Platforms: Telegram, Discord, Twitter
Response Time: Usually within minutes from community
Benefits: Learn from other users, get multiple perspectives

Documentation - For Self-Help

Best For: Learning platform features, troubleshooting guides
Access: Help section on website and comprehensive documentation
Available: 24/7 instant access
Content: Step-by-step guides, video tutorials, FAQs

Step-by-Step Contact Guide

📧 Email Support Process

1. Prepare Your Information

Before contacting support, gather: - Account Details: Wallet address (never share private keys) - Issue Description: Clear explanation of the problem - Screenshots: Visual evidence of the issue - Transaction Info: Transaction hashes if applicable - Device Info: Browser, operating system, device type - Steps Taken: What you've already tried

2. Compose Your Email

To: support@yc365.io
Subject: [Issue Type] - Brief Description

Hello YC365 Support Team,

Issue Summary:
[Clear, concise description of the problem]

Account Information:
- Wallet Address: 0x... (first and last 6 characters only)
- Browser: Chrome/Firefox/Safari/Edge
- Operating System: Windows/Mac/Linux/Mobile

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [When the issue occurred]

Expected Result:
[What should have happened]

Actual Result:
[What actually happened]

Additional Information:
- Transaction Hash (if applicable): 0x...
- Screenshots: [Attached]
- Time of Issue: [Date and time with timezone]

Thank you for your assistance.

Best regards,
[Your name]

3. Send and Track

Send Email: Use the template above
Save Copy: Keep a copy for your records
Expect Response: Within 24 hours (sooner for urgent issues)
Follow Up: If no response in 48 hours, send follow-up

💬 Live Chat Process

1. Access Live Chat

Visit: dapp.yc365.io
Look For: Chat widget (usually bottom-right corner)
Click: Chat icon or "Need Help?" button
Wait: For chat window to load

2. Start Conversation

Hi! I need help with [brief issue description].

Account: 0x... (first 6 characters)
Issue: [Detailed description]
When it happened: [Time/date]
What I tried: [Any troubleshooting steps]

3. Provide Information

Be Clear: Explain the issue clearly
Be Patient: Wait for agent responses
Be Helpful: Provide requested information promptly
Ask Questions: Don't hesitate to ask for clarification

🤝 Community Support Process

Telegram Group

Join: Search for "YC365 Official" on Telegram
Read Rules: Check pinned messages and group rules
Search First: Use search to see if question was asked before
Ask Clearly: Post clear, specific questions
Be Respectful: Follow community guidelines

Discord Server

Join: Use invite link from official website
Choose Channel: Pick appropriate channel for your question
Follow Format: Use any required question formats
Engage: Participate in discussions and help others

Support Response Times

📊 Response Time Expectations

Critical Issues (< 1 Hour)

Account locked or compromised
Missing funds after confirmed transaction
Platform security concerns
Unable to withdraw funds

Urgent Issues (< 4 Hours)

Transaction failures
Login problems
Trading issues during active markets
Deposit not credited

Standard Issues (< 24 Hours)

General trading questions
Feature requests
Account information updates
Documentation clarifications

Non-Urgent Issues (< 48 Hours)

Feature suggestions
Educational questions
General feedback
Partnership inquiries

🌍 Business Hours and Coverage

24/7 Coverage

Live Chat: Automated responses available 24/7
Email: Monitored continuously for urgent issues
Community: Global community provides round-the-clock help

Peak Support Hours (Live Agents)

UTC: 00:00 - 16:00 (covers Asia-Pacific and Europe)
UTC: 12:00 - 04:00 (covers Americas and Asia)
Overlap: 12:00 - 16:00 UTC for global coverage

Types of Issues and Best Channels

🔧 Technical Issues

Trading Problems

Best Channel: Live Chat or Email
Information Needed: Transaction hashes, screenshots, exact error messages
Examples: Orders not executing, balance not updating, price display issues

Wallet Connection Issues

Best Channel: Live Chat or Community
Information Needed: Wallet type, browser, error messages
Examples: Cannot connect MetaMask, wrong network, approval issues

Transaction Failures

Best Channel: Email with full details
Information Needed: Transaction hash, wallet address, amount, time
Examples: Failed deposits, failed withdrawals, stuck transactions

💰 Financial Issues

Missing Deposits

Best Channel: Email (mark as urgent)
Information Needed: Transaction hash, amount, time, wallet address
Priority: High - usually resolved within 4 hours

Withdrawal Problems

Best Channel: Email or Live Chat
Information Needed: Withdrawal amount, destination address, error messages
Priority: High - requires immediate attention

🎓 Educational Questions

How-To Questions

Best Channel: Documentation first, then Community
Examples: How to place orders, how to read charts, how to calculate profits

Strategy Questions

Best Channel: Community forums
Benefits: Get multiple perspectives from experienced traders

Preparing for Support Contact

📋 Information Checklist

Always Include

[ ] Clear Problem Description: What exactly is wrong?
[ ] Steps to Reproduce: How did the issue happen?
[ ] Expected vs Actual Result: What should have happened vs what did happen?
[ ] Device and Browser Info: Technical environment details
[ ] Time and Date: When did the issue occur?

For Transaction Issues

[ ] Transaction Hash: The blockchain transaction ID
[ ] Wallet Address: Your wallet address (never private keys)
[ ] Amount: How much was involved
[ ] Network: BSC (Binance Smart Chain)
[ ] Screenshots: Visual evidence of the problem

For Trading Issues

[ ] Market Name: Which prediction market
[ ] Order Details: Type, amount, price
[ ] Order Status: Current status of your order
[ ] Portfolio Screenshot: Current position display

📱 Screenshot Best Practices

What to Include

Full Screen: Capture entire browser window
Error Messages: Any error text or codes
Account Info: Portfolio/balance displays (hide sensitive data)
Transaction Details: Order confirmations, transaction receipts

How to Take Screenshots

Windows: Windows Key + Shift + S
Mac: Command + Shift + 4
Mobile: Power + Volume Down (varies by device)
Browser: Use browser screenshot extensions

Security and Privacy

✅ Wallet Address: Public address (0x...)
✅ Transaction Hashes: Public blockchain records
✅ Error Messages: Help diagnose problems
✅ Screenshots: (without sensitive information)
✅ General Account Issues: Problem descriptions

❌ Private Keys: Never share your private keys
❌ Seed Phrases: Never share your wallet seed phrase
❌ Passwords: Never share any passwords
❌ 2FA Codes: Don't share authentication codes
❌ Full Wallet Address: In public forums (use first/last 6 characters)

🛡️ Avoiding Scams

Official Support Only

Verify Contacts: Only use official YC365 support channels
No DMs: YC365 support will never DM you first
No Payment Requests: Support will never ask for payments
No Wallet Access: Support will never ask for wallet access

Red Flags

⚠️ Unsolicited Messages: Be wary of unsolicited help offers
⚠️ Urgent Payment Requests: Scammers often create false urgency
⚠️ Unofficial Channels: Only use verified official channels
⚠️ Too Good to Be True: Promises of guaranteed returns or fixes

Support Escalation Process

📈 When to Escalate

Escalation Triggers

No response within expected timeframe
Issue not resolved after multiple attempts
Incorrect or unsatisfactory resolution
Critical issue affecting account security

How to Escalate

Reference Previous Ticket: Include original support ticket number
Summarize Issue: Brief summary of original problem and attempted solutions
Request Escalation: Explicitly ask for escalation to senior support
Provide Updates: Include any new information or developments

📞 Alternative Contact Methods

Twitter: @YC365Official for public issues
LinkedIn: YC365 company page for business inquiries
Use Carefully: Only for escalation when other channels fail

Business Inquiries

Partnerships: partnerships@yc365.io
Media: media@yc365.io
Business Development: business@yc365.io

Self-Help Resources

📚 Before Contacting Support

Try These First

Check FAQ: Browse frequently asked questions
Search Documentation: Use search function in help center
Community Search: Look for similar questions in forums
Restart/Refresh: Simple technical troubleshooting
Check Status: Verify if it's a known platform issue

Common Solutions

Browser Issues: Clear cache, disable extensions, try different browser
Wallet Issues: Unlock wallet, switch networks, refresh connection
Transaction Issues: Check BSCScan, verify gas fees, wait for confirmation
Display Issues: Refresh page, check internet connection

🎥 Educational Resources

Video Tutorials

Platform Walkthrough: Complete platform overview
Trading Guide: How to place your first trade
Troubleshooting: Common issue solutions
Advanced Features: Expert tips and tricks

Written Guides

Getting Started: Complete beginner guide
Trading Strategies: Advanced trading techniques
Security Guide: Keeping your account safe
Technical Analysis: Market analysis tools

Remember: Our support team is here to help you succeed on YC365. Don't hesitate to reach out whenever you need assistance. The faster you provide clear, detailed information about your issue, the quicker we can help resolve it.

For the best support experience, always start with our documentation and FAQ. If you can't find the answer there, use the appropriate support channel based on your issue type and urgency level.