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How to contact Plutus Support / Customer Service

Plutus Support is our Customer Service team, and we are the ones in charge of solving any issues or questions you may have. Submitting a support request will generate a "ticket" with a unique case ID associated to it, to which we will follow up and exchange messages until the issue is either resolved or  is closed by inactivity on your side. To contact us, you can use any of the following channels:

 

How to contact the Support team for help

To contact us, you can use any of the following channels:

 

Website form submission

We have a form available to send support requests. There are several ways to reach it:

  • From our Support page.
    • Click "Submit a request" at the top right of our support page or articles. You can even see it in this very same page in the top right. The direct link is https://support.plutus.it/hc/en-us/requests/new in case you want to bookmark or share it.

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  • From the Plutus website.
    • Click the "Support" button, then "Contact us" on the bottom right of our Plutus websites. This applies to both Plutus and Plutus Support websites. Note that the "Contact us" button is replaced by the "Live chat" one during live chat operating hours.

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  • From your account's dashboard.
    • Click the "Ask for Help" button in your Plutus dashboard. This will led you to the support website and you can follow the instructions on the first point above.

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Once a request has been submitted, you will then receive an acknowledgement email. To respond or follow up on your support request, you have 2 options:

  • Reply to the acknowledgement email or any of our responses via email.
  • Login in the support website, go to your case list and reply from there.

Note that Support website users are not linked to your Plutus account. To login into the website, create a user with the same email address used as contact from your side.

The web form/email service is available in the following time windows:

  • Days: Monday to Sunday.
  • Hours:
    • Weekdays: 07:00 to 18:00 GMT+0.
    • Weekends: 08:00 to 16:00 GMT+0.

Note: The support operating hours will be expanded as we grow in users and team members.

 

Live chat submission

NOTE: Live chat service is temporarily stopped until we handle the current pending request due to the massive amount of new users incoming. 

 

The live chat feature is available in the support website and it allows you to connect directly with one of our support agents in a chat format. This is ideal for quick questions and small issues.

  1. Click on the "Support" button on the bottom right of our Plutus websites.

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    1. You can find this button in both Plutus and Plutus Support websites.
  2. Do any search. In the results page, you will see a "Live chat" button.

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    1. You can literally do any search, the important part is reaching the results page.
    2. Note that the "Live chat" button is replaced by the "Contact us" form when outside of the live chat operating hours or when all our agents are fully occupied.
  2. Send a message to initiate the live chat.
    1. An agent will join your chat as soon as possible.
    2. If you need to leave before an agent joins, we will follow up to your message via email.

The live chat service is available in the following time windows:

  • Days: Monday to Sunday.
  • Hours: 09:00 to 16:00 GMT+0.

Note: The live chat operating hours will be expanded as we grow in users and team members.

 

Emailing the Support team

As it sounds, just send us an email to our support address:

Similar to using the support website, after submitting sending us an email you will receive an email with the acknowledgement of your submission. To respond or follow up on your support request, you have 2 options:

  • Reply to the acknowledgement email or any of our responses via email.
  • Login in the support website, go to your case list and reply from there.

Note that Support website users are not linked to your Plutus account. To login into the website, create a user with the same email address used as contact from your side.

The web form/email service is available in the following time windows:

  • Days: Monday to Sunday.
  • Hours:
    • Weekdays: 07:00 to 18:00 GMT+0.
    • Weekends: 08:00 to 16:00 GMT+0.

Note: The support operating hours will be expanded as we grow in users and team members.

 

Contacting us in Social Media

We are often available in our social media channels and will be happy to answer your questions if we are around. Note that for issues with your account, we will still need to ask you to submit a support request for privacy and security reasons.

IMPORTANT: There have been cases of scammers trying to disguise themselves as support members. Our support members will always be clearly identified by the name format and the avatar. Please be vigilant and take in account the following rules.

  • We will NEVER ask you for your ACCOUNT PASSWORD or wallet SEED PHRASE. We don't need it for any process or investigation. Anyone asking you for them is 100% a scammer.
  • We will NEVER contact you in private message FIRST. We respond to public comments and only move to private message on user request or after agreeing to do so in a public channel first.
  • We will NEVER ask you for PERSONAL INFORMATION about you or your account. To locate your account we only need your email address. To locate a support case we only need either your email address or the case ID. Any other information like name, social media accounts, card information, is not something we would ask for privacy and security reasons.
  • We will NEVER ask you to add or accept an invitation to a personal social media account. We won't be adding you privately in WhatsApp, Instagram, Facebook, etc.  

REPORT any fake support agents to our moderators or via the email, website or live chat support channels for investigation and removal.

Our official staff, as per the names in support requests, Discord and Telegram, are:

  • Borja | Plutus (Support)
  • Jone | Plutus (Support)
  • Michael | Plutus (Support)
  • Nikita | Plutus (Support)
  • Sara | Plutus (Support)
  • Peter | Plutus (Community)
  • Matt | Plutus (Product)
  • Conrad | Plutus (Social)

 

FAQ

What's the difference between the different channels? Is any of them faster or more effective?

We prioritize live chats during the operating hours so it is the best option to get a quick response, but for any case that requires in depth investigation or escalations to other departments (like our development team) will still need to be moved to a ticket format so we can work on it until we can get you an answer,

There is no practical difference between the email and web form, both funnel into the same system and the options are there just for your comfort and flexibility (you can even switch from one to the other at any time during a case). If we get technical, the website form provides me (the one writing this article) better reporting on the issues due to the case selection field, but that doesn't impact the speed or effectiveness of any individual case, you just make me happier by using the form.

 

How fast can I expect a response?

For live chat, within 5 minutes. For tickets (email and web form), within 24h for the first response. In cases with multiple responses, we may need to wait longer than that for responses from other departments or providers in order to be able to give you a correct answer.

 

What can/should I add to my support request?

Anything that you consider relevant for your question or issue. Typically, is always good to send proactively:

  • Screenshots or videos showing the issue.
  • An explanation of what you see versus what you expected to see.
  • Any relevant links or sources.
  • Dates, timestamps, amounts, descriptions of any transactions.

Note that if you have issues with many transactions, you don't need to document them one by one manually, we will be able to investigate them from our side as long as we have enough information of where to look at.

 

My case has been mishandled. What can I do about it?

We handle thousands of cases, so mistakes are bound to happen at some point, we are human after all. Just raise it to the attention of the agent on your case for a correction. If after doing so you still believe your case is being significantly mishandled, please feel free to send and email to our Customer Service Manager (borja@plutus.it) explaining the situation and sharing the support case ID. 

 

I would like to work in the support team. How can I apply?

We share our openings here when available:

If there are no openings there, it means we are not hiring at the moment. Check again from time to time!

 

Are the support responses automated? Are there any humans in the support team?

The acknowledgement receipt is automated to confirm the case has been received correctly by the system. Beyond that, it's all humans. But that's what a bot would say if trying to pass for a human. If you want to test if the support member on your case is a person or not, ask them what do they think about pineapple on pizza. Actual humans will say it's an excellent choice, be suspicious about any other responses!

 

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