You can share the below details with your customers
To reach out to our customer support click this link https://support.transak.com/hc/en-us
We’re committed to giving you the best possible service. If something goes wrong, here’s how you can raise a complaint and what to expect:
1. What counts as a complaint?
A complaint is any concern you have about our products, services, or support—for example, delays, fees, transactions, account access, or how we’ve communicated with you.
2. How you can submit a complaint?
You can reach us via our official support channel support.transak.com:
Use the in-app live chat
Write a detailed description about your concern/complaint
3. What happens after you submit a complaint?
We’ll confirm we’ve received your complaint.
As it is a live chat, 80% of the time your complaint will be resolved instantly.
In case we are not able to provide an instant resolution, our team will review the details, investigate the issue, and keep you updated.
We’ll aim to send you a full response within the standard resolution timeframe (typically within 2-10 business days, depending on the case).
If you’re not satisfied with the outcome, we’ll explain your options to take it further.
4. How we treat complaints?
Every complaint is taken seriously. We log them, categorize them (for example: service issues, payments, account/KYC, or staff conduct), and use this information to improve our services. Urgent matters are prioritized.
Important Information: Raising a complaint with Transak is completely free of charge. You do not need to make any changes to your account or how you use Transak in order to submit or follow up on a complaint.