Welcome to the CoinTracking Support FAQ. Here, you’ll find answers to common support-related questions, including how to get help, technical support scope, and best practices for a smooth support experience.
1. Contacting Support & Availability
What support options does CoinTracking offer?
CoinTracking provides both self-service and direct support:
- Help Center: Extensive FAQs and guides.
- In-App Chatbot: Answers common questions and escalates tickets.
- Email/Ticket Support: Submit a ticket via support@cointracking.info.
- Community Forums: Discussions on Discord, Bitcointalk, and social media.
How can I contact CoinTracking support?
- Chatbot (Website/App) – Located at the bottom-right of the platform.
- Email Support – Direct inquiries via support@cointracking.info.
Note: Phone support is not available.
When is support available?
- Monday – Friday, 8:00 AM to 6:00 PM UTC. Reduced responsiveness during the weekend.
- Responses typically within 24 hours on business days.
- Delays possible during peak tax season.
Who gets priority support?
- Unlimited and Corporate Plan Users receive faster responses and a free 30-minute premium support session.
- Full-Service Clients get dedicated setup and troubleshooting assistance.
2. Technical Support & Troubleshooting
What issues does technical support handle?
- Data imports (API/CSV files) – Setup, troubleshooting, missing transactions.
- Balance discrepancies – Investigating and reconciling mismatched data.
- Understanding tax calculations – Explaining how CoinTracking processes transactions (no tax advice).
- Bugs & platform errors – Troubleshooting and escalating technical issues.
Does CoinTracking assist with API issues?
Yes, support can:
- Guide you through API setup.
- Troubleshoot common API errors.
- Confirm if an exchange API is experiencing issues.
Tip: If API import fails, try CSV import as a workaround.
Will support fix incorrect tax calculations?
- Yes: They help you identify discrepancies and how to correct them.
- No: They will not manually edit transactions or provide tax advice.
What should I do before contacting support?
- Check the Help Center – Many issues have documented solutions.
- Review your imports – Ensure API keys are correct and CSVs formatted properly.
- Try another browser or clear cache – Resolves display issues.
What details should I include in a support request?
- Your CoinTracking email address.
- A clear issue description (e.g., “My Binance API import is missing transactions”).
- Steps already taken (e.g., “Re-imported CSV, still incorrect”).
- Screenshots of errors (hide sensitive data).
- Exchange or wallet names if related to imports.
Providing complete details helps support resolve your issue faster.
3. Self-Help & Community Resources
Where can I find answers before contacting support?
- Help Center – Extensive FAQs and step-by-step guides.
- Documentation – Setup and troubleshooting guides.
- Video Tutorials – Available on YouTube.
- Blog & Tax Guides – General crypto tax tips and best practices.
Are there community forums for troubleshooting?
Yes! Get help from other users via:
- Discord & Bitcointalk forums – Community discussions.
- Social Media & Reddit – User experiences and troubleshooting tips.
Can I get help from users if support is unavailable?
Yes, through:
- Community forums & Discord – Faster peer responses.
- Help Center – Available 24/7 with searchable FAQs.
4. Best Practices & Common Pitfalls
How can I get faster support?
- Contact during business hours – Best response times.
- Use the in-app chatbot first – It may resolve your issue instantly.
- Provide all details upfront – Avoid back-and-forth delays.
- Priority Support – Available for Unlimited plan users.
- Follow up if needed – If no response within 48 hours, send a polite follow-up.
Why might my ticket take longer to resolve?
- Complexity – Investigations, bugs, or developer involvement.
- Peak seasons – Increased ticket volume around tax deadlines.
- Incomplete details – Missing information requires follow-up.
- Third-party dependencies – Some issues require external fixes.
Common mistakes to avoid when contacting support
Not checking the FAQ first – Many solutions are already documented.
Vague issue descriptions – Provide clear details for faster resolution.
Expecting phone support – CoinTracking does not offer phone support.
Duplicate tickets – Multiple submissions slow response time.
Unclear screenshots – Ensure error messages are visible.