Get help with your account
There's no live chat. How to sort out account problems with the Help Center, your wallet history and profile status, and what details to note down.
Trade Llama doesn't have live chat. The quickest way to get help is to find the matching Help Center article and check your own account pages, which show your transactions and your verification status.
Start with the Help Center
The Help Center covers common questions. These articles are good places to start:
- Can't log in: Can't log in or something looks wrong with your account, or request a reset link from Forgot password.
- Verification pending or rejected: Verification is pending or was rejected.
- A deposit isn't showing: Deposit funds.
- A withdrawal question: Withdraw funds.
- Moving funds between your accounts: Transfer between your accounts.
- A card purchase: Buy crypto with a card.
- The fee on an order: Trading fees.
Check your account pages
For anything specific to your account, the answer is usually on one of your account pages.
- Log in. If you can't, use Forgot password to get a reset link.
- Open your dashboard for an overview of your accounts and recent activity.
- Open your wallet and look for the deposit, withdrawal or transfer in your transaction history. Check whether it's listed and what it shows.
- Open your profile to see your verification status, change your password or read the legal documents.
Note down the details
Write down the details of the problem while they're fresh. They make it much easier to find the right entry in your history and the right article, and you'll have them ready if you need to describe the problem later.
- The date and time it happened, with your time zone
- The page you were on and what you were trying to do
- The exact wording of any error message, or a screenshot
- For a deposit or withdrawal: the method (Wire, Card or Crypto), the coin or currency and the amount, plus for crypto the network, address and transaction ID (hash)
- For an order: the pair or contract, buy or sell, order type, price and amount
- The device and browser you were using
Keep passwords, reset links and full card numbers out of your notes and screenshots, and never share your password or a reset link with anyone, including someone who says they're from Trade Llama.