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.
What languages does support offer?
- Support is provided in English and German only.
- Other languages, including Italian, are currently not supported.
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.
Why haven't I received a reply from support?
If you submitted a ticket or email but haven't heard back, check the following before assuming your message wasn't received:
- Check your spam/junk folder – Support replies (and sometimes earlier emails that were already sent) can end up there instead of your inbox.
- Verify the email address on file – If a different email address is registered to your CoinTracking account than the one you're currently using to reach out, replies may be sent to the account email instead of your current address. Make sure both match, or mention your account email explicitly in your message.
- If you still can't locate a response after checking these, follow up via support@cointracking.info referencing your original request so your ticket status can be looked into.
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 – ideally the one linked to your account, so support can find your data and reply to the correct 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 and check your spam folder first, as a reply may already have been sent.
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. Using an email address not linked to your account – This can cause replies to go to the wrong inbox or delay responses.