Support Policy


Support Policy

At Forenexa, we are committed to providing 24/7 support through our ticket-based system to ensure a seamless experience for our users. This policy outlines our support process, response times, and user responsibilities.

1. Support Availability

  • Our support team operates 24/7, ensuring round-the-clock assistance.
  • All support requests must be submitted via our ticket system for proper tracking and resolution.

2. Contact & Ticket Submission

Users can reach our support team by submitting a ticket through:

⚠ We do not provide support via live chat, personal emails, or social media DMs.

3. Response & Resolution Times

We strive to respond to all support tickets as quickly as possible:

  • General inquiries: Within 24 hours
  • Technical support: Within 24 hours
  • Urgent issues (deposit/withdrawal failures, security concerns): Prioritized and typically addressed within 24 hours

Resolution times depend on the complexity of the issue, and users will be informed of any delays.

4. Scope of Support

Our support team assists with:

✅ Account-related issues (login, verification, profile updates)
✅ Deposits & withdrawals (processing times, confirmations)
✅ Transaction status inquiries
✅ Platform navigation & usage

⚠ Exclusions: Our support team does not handle:
❌ Issues related to third-party wallets, exchanges, or external platforms
❌ Financial, legal, or investment advice
❌ Unauthorized account access requests without proper verification
❌ Assistance with transactions sent to incorrect or unsupported addresses

5. Security & Compliance

  • Users must verify their identity when requested for security purposes.
  • Our support team will never ask for passwords, private keys, or 2FA codes. If someone requests such information claiming to be from support, report it immediately.
  • For enhanced security, we may require additional verification for high-risk transactions or suspicious activity.
  • Any attempt to misrepresent or falsify account information may result in account suspension.

6. Code of Conduct

  • Users must maintain professional and respectful communication with support representatives.
  • Any form of abuse, harassment, or threats toward our team will result in restricted access to support services and possible account suspension.

7. Policy Amendments

This policy may be updated periodically. Any changes will be communicated via official channels, including our website and email notifications.

For assistance, please submit a ticket at https://forenexa.com/contact Our support team is available 24/7.