Where to use this guide: Buburuza mobile app.
Use these instructions for the selected account when it offers the feature and controls described below.
Support in Chats keeps your conversation and helpful attachments together. You can return to an existing topic or start a new one.
Before you start
Identify the issue and check for an existing Support conversation about it. Prepare the error text and only the attachments needed to explain the problem.
Steps
- Open Chats and choose Support.
- Open an existing topic, or choose New chat. Existing conversations show their topic and recent message preview.
- Choose the closest category: Card issue, Account issue, Security issue, Multisig issue or Transaction issue. Use More if your topic is not listed, or describe the problem in the message field.
- Explain what you were trying to do, what happened and the error you saw. Reply to the support team in the same conversation.
- To attach a screenshot or file, choose the plus control. In Upload document, choose Upload from photo library or Choose from files.
- Check the staged thumbnails before sending. Remove an unwanted attachment with its x control, then use the send arrow when the selection is correct.
- Confirm that the attachments appear as a message in the conversation. You can reopen the topic from the Support list to continue.
What to expect
Your message and any sent attachments should appear in the intended Support conversation. Staged thumbnails above the composer have not yet been sent.
If something does not work
- Thumbnails above the composer are staged attachments. Check that they appear in the conversation after sending.
- Remove private information that is not needed to explain the issue. Never send passwords, app passcodes, one-time codes, recovery codes, private keys, seed phrases or full payment-card details.
- For identity or financial documents, follow the secure upload instructions provided for your specific case.
- If an attachment does not appear, tell support what happened in the same conversation and include the error text if one appears.
- Use the support hours and contact options listed in the Help Center for current availability. If the app’s Support conversation cannot open, use the Help Center’s contact route.
Still need help?
Contact Buburuza Support with the affected feature, step and error text. Include only information needed to explain the issue; never send credentials or recovery material.