Where to use this guide
Buburuza customers using the mobile app, web account or Help Center. Contact routes and staffed support hours are listed below.
Before you start
Check whether you already have a request about this issue. Have its reference ready if you do, and remove sensitive information from the description or screenshot before submitting.
Contact Buburuza Support when you need help with your account, a payment, identity verification or a security concern.
Contact support
- Submit a support request
- Email: support@buburuza.com
- Phone: +1 (855) 510-1222
Support hours are Monday–Friday, 9 AM–5 PM Miami time (Eastern). Requests received outside these hours are reviewed when support reopens.
Contact support from the app
- Open Get help or the Help area in Settings.
- Choose the relevant topic if the form offers one.
- Describe what you were trying to do, what happened, and the exact error message.
- For a transaction issue, include the date, amount, currency, payment method, and reference with sensitive details masked.
- Add a redacted screenshot only if it helps explain the problem, then submit the request through the official form.
Choose the right issue
On the request form, choose General Inquiry, Complaint, Transaction Dispute, Fraud Report, Account Issue or Verification Issue. Choose the closest match if you are unsure.
What to include
- A short description of the issue and when it happened.
- The transaction reference, date and amount, if relevant.
- The exact error message, with any sensitive information removed.
For an existing request, reply to the same conversation so our team has the full context. Avoid posting account or transaction details on social media.
Protect your information
Do not send identity documents, selfies, proof of address, full card or bank details, passwords, recovery codes or one-time codes by email or with your initial support request. If documents are needed, wait for a confirmed secure verification or upload method.
Never include an app passcode, authenticator setup secret, private key or seed phrase in a support message.
Check your request
After submitting, check for a confirmation or request reference. A sent support request is separate from resolution of the underlying account or payment issue. If you cannot confirm submission, use one of the contact routes above and explain the attempt before opening several requests about the same issue.
Issue guides: How to Submit a Complaint, How to Get Help With a Transaction Dispute, How to Report Unauthorized Activity or Suspected Fraud and How to Get Help With Verification Issues.