How to use KYC Support

Modified on Wed, 20 Dec, 2023 at 1:21 PM

KYC Support is a service that will help make the periodic review (KYC Update) process easier and faster by allowing a user to join a voice call and have a real-time conversation with our verification team from Bitkub Exchange . Moreover, the service is available daily from 10:30 AM to 06:30 PM (GMT+7).

Attention

The language of the KYC Support system will depend on the language set on your device. For example, if your mobile phone is set to Thai language, the KYC Support system will also display in Thai. To access the system in other languages, please change your device's language before entering the KYC Support system.
The call (voices with or without images) will be recorded for service improvement.

How to access and use the KYC Support system

1. Click on the link attached to the email sent from Bitkub Exchange (sent from [email protected] only and the link begins with https://bitkub-online.mac.appmanteam.com/…).

2. Check the OTP (Pincode) you receive via SMS.

Example of an OTP SMS for entering the KYC Support system

3. Enter the OTP code correctly and click “NEXT”.

4. Click on the arrow in the “How can I help?” field to select the topic of your contact and click “NEXT”.

If nothing matches your preference, please select “Other” and type the information in the ‘Additional message’ field.

5. Read the terms and conditions to the end and click “AGREE” to continue to the next step.

6. Fill your information in every field correctly and click “NEXT”.

7. Click “JOIN QUEUE”.

The system will show the estimated waiting time until your queue arrives.

If you want to cancel the queue, click “CANCEL WAITING” and you can contact us later.

8. Click “START SESSION” when your queue arrives.

9. Click “START” to join the conversation with our staff.

You can turn off the camera before clicking “START”. However, you can turn it on and also share your screen during the call.

10. End the call after the session is completed.

You can rate and write a review of the service you receive (optional), and click “SEND” to submit your feedback to help us improve our service.

After you finish the call or submit the feedback, you can close the window of KYC Support. After we receive the correct and complete information and documents, the verification result will be sent to you via email as soon as possible, or within 1 - 15 days for general customers and within 60 days for customers with additional conditions.