If you have already explained a problem to support, look for the previous conversation before opening another request about it. This keeps information and evidence together.
Reopen chat
- Log in with the account used for the request.
- Open Soporte (Support).
- Check available messages and find the latest reply.
- Read whether the team requested information or documents before writing again.
In the reviewed session, reopening support showed previous messages. History availability on another device, browser or session may vary; do not assume it will always be visible.
How to add information
Use Escriba un mensaje (Write a message) to add relevant information: a corrected date, requested evidence or a status change. Identify the transaction or trade to avoid confusion.
Example: “I am following up on my deposit dated [date], for [amount and currency]. Its current status is [status]. I sent the requested information in the previous message. Is anything outstanding from me?”
I cannot find the previous conversation
Tell support that a case already exists and provide the approximate date, subject and reference if you received one. Do not invent a number: not every case displays one.
If it began by email, find the exchange and reply in the same thread where possible. Check the official address before attaching information.
I am waiting for a reply
Check whether the latest message requires action from you and whether the stated timeframe has passed. If none was given, ask for it. Avoid repeated identical messages: they do not establish that the case has been prioritised.
An automatic greeting, bot or waiting message does not mean the problem is resolved. Check the final guidance and, where applicable, the platform update.
See also: contacting support · preparing and sending evidence.
Support hours and response time
Support operates from 07:00 to 00:00 in your country’s time zone. Responses may take 15 minutes to 48 hours, including through chat. Opening chat does not guarantee an immediate response. Keep case details in the same conversation and follow the guidance.