Help and information
Contact us —
available 24 hours a day, 7 days a week
A deposit that does not show up, a blocked transfer, a question before opening an account: write to us, and a real person reads every message.
Before you write
Most requests are answered in a few lines. So that we can get it right the first time, please include:
- The transfer reference — it starts with DEM- and sits in your history.
- The amount — the one for the transfer concerned, not your whole balance.
- The step where it stops — pending, in progress, or completed.
- Your account address — the one you sign in with.
Still waiting for the result of a deposit? Give the check a moment: a deposited ticket only appears in your balance once it has been verified. It is not an error.
When to write to us
- A pending deposit — a ticket deposited but not credited yet.
- A transfer that is stuck — a step that has not moved for too long.
- A card saved by mistake — so we can remove it from your list.
- A demonstration — if you run a shop or a team and want a closer look at the service.
What never to send us
To keep you safe, never send by message: your password, the 3-digit code of your card, or the full number of any card.
No member of the team will ever ask you for that. If someone does, it is not us: report it through this form.
Our answer
We reply by e-mail, usually during the working day. If your request concerns a transfer already in progress, keep your account at hand: our answer may need a check on your end.
Messages we receive are stored in our support area with your name and address, for the sole purpose of answering you.