Most of our users have noticed an increase in customer support response times in the past few weeks. We recognize that this is upsetting for our users and are doing everything we can to clear our backlog of tickets.
Are You Listening, ShapeShift?👂🏻⁉️
We have heard your feedback/suggestions in support tickets and on social media. We are taking all of these comments very seriously and making changes to give our users the best experience possible.
You will see an increase in blogs, informational videos and help desk articles addressing issues that users are bringing to light. We will continue to do our best to educate and help our users stay as secure as possible, avoiding potential security risks like phishing websites or exposing sensitive data.
We want our users to have access to these resources to stay in the know with the latest tips & FAQs. If there is a topic you would like us to cover, feel free to send us a private message on Facebook or Twitter.
Check out Some of our resources available for ShapeShift users:
Security Best Practices
What is a Payment ID or Destination Tag?
Ripple XRP Transaction Tips and Tricks
What is a Smart Contract?
What we want you to know:
🙏 We are asking our users to wait up to 3 weeks for their issue to be resolved. You are not being ignored, all of our users are experiencing this increased wait time.
❤️ We will help EVERYONE. If ShapeShift has your funds, we will get them back to you as soon as possible. You will have to wait for a support agent to get to your ticket, but you WILL be helped.
👨👩👧👦 We are working to scale our support team to meet the recent increase of volume in the crypto space. Our support team is working around the clock to answer your tickets, train new team members and process returns.
💥 There has been a huge influx of activity in the crypto space over the last few weeks. This sudden boom has left many crypto companies scrambling to keep up. We are doing our best.
Thank you all so much for your patience and understanding!
Update: We are now caught up with our backlog! Currently, tickets are taking less than 48 hours for an initial response.