Contact BYNAI Support: Help Center, live chat and support requests
BYNAI has a self-service Help Center and a Support chat. The chat is described in the app as "Online 24/7". You can also email the support team, using the address shown on the app's information pages ([email protected]).
Help Center
Open Help Center. The top of the page says "Welcome to" Help Center with a search box ("Search or ask a question"). The page contains:
- Self-Service, FAQ (Top Questions), Latest Articles and Announcements blocks, each with a More link. You can also open the full lists at Help Center categories and FAQ.
- Need More Support? with two cards: Chat Support ("Our chat support team is available 24/7." button Start Chat) and Chat History ("View your previous conversations and follow up on ongoing issues." button View History).
Search tips: search results are titled "Search Results for ..." and an empty search says "No results found for ...". Try a shorter keyword, such as "withdrawal" or "2FA". On an article, you can answer Was this article helpful? with Yes or No. If a page fails to load you see "Failed to load content" with Try again.
The Support chat
The chat bubble (or Chat Support / Start Chat buttons) opens a panel titled Support.
Home screen
- A greeting: "Hi! I'm BYNAI Support. How can I help you today?" and "Please select a topic below or type your question."
- A search box (Search help articles) with Search results, Hot Topics, Self Service and Help Guides, and article pages with Was this article helpful? and Still need help? Start a chat.
- Quick questions such as "How to deposit?", "How to withdraw?", "Trading fees" and "Contact support".
- Get Support starts a chat. You must be signed in: if you are not, the sign-in window opens first.
- View past conversations (signed-in users) shows Past Conversations.
In a chat
- Type under "Type your message..." and press Send. Welcome text: "Hi! How can I help?" and "Ask me anything about trading, deposits, withdrawals, or account settings."
- While BYNAI Support works on your question it can show: "Searching help articles...", "Checking your account...", "Creating a support ticket...", "Sending your request for review..." or "Checking your tickets...".
- The Case ID at the top of the chat is a short code for your conversation. Quote it when you contact Support.
- Status lines: Connecting..., Support online, Online 24/7, Offline, and In review. When the status is In review, the chat says "Your request is in review. You can keep chatting here while you wait." and the box reads "Add details or ask another question...". Keep adding details; do not open many duplicate chats.
- New chat starts a fresh conversation. The chat ends with "Chat session ended".
- Errors: "Couldn't start your chat. Try sending your message again.", "Failed to send" (message not sent: send it again) and "Couldn't send your feedback. Please try again."
Rating
At the end you can rate "How was your support experience?" from "Very unsatisfied" to "Very satisfied" (1 to 5), add an optional comment, and select Submit feedback or Skip. The app replies "Thank you!".
Past conversations statuses
| Status in the list | Meaning |
|---|---|
| Active | The conversation is open. Use Continue chat. |
| Waiting | Waiting for a support agent. |
| In progress | A support agent is working on it. |
| Resolved | The case is marked resolved. |
| Abandoned | The session ended without being resolved. |
Ended sessions say "This session has ended. View details in Support Tickets." Conversations without a topic appear as "General inquiry". Errors: "Couldn't load this conversation." and "No messages in this conversation."
Support requests (tickets)
Some conversations create a support request with a ticket number. A request page shows the subject, ticket number, category, creation date and the last activity, and the conversation. Statuses you can see:
| Status label | Meaning |
|---|---|
| Active | The request is open. |
| Waiting for Agent | The request is with Support (including cases waiting for your reply). Answer any question you were asked. |
| Resolved | Support has marked it resolved. |
| Closed | The conversation is closed: "This conversation has been closed". |
On the request page: Back returns to the list, Agent shows "AI Support" when no human agent is assigned, reply in "Type your reply..." (Enter sends, Shift + Enter makes a new line), and Attach file adds attachments. Attachments: up to 5 files (message "Maximum 5 attachments allowed"), each up to 5 MB ("File too large (max 5MB): ..."), in JPEG, PNG, GIF, WebP or PDF format ("File type not supported: ..."). "Failed to upload: ..." means the upload did not work; try again. Failed sends show "Failed to send message" with Try again. After a request is closed, you can rate it ("How was your experience?", then Submit Feedback or Skip); if you already rated it, it shows "You rated this ... stars".
Note: in the current app version the My Requests list at /my/requests redirects to the Help Center, so open a request from the link you were given or from the chat. If you cannot find a ticket, ask in the chat or by email and quote the ticket number.
The old message centre at /messages now opens your Notifications.
What to include when you contact Support
- Your account email and UID (not your password).
- What you were doing and the exact message you saw, word for word.
- For deposits and withdrawals: asset, network, amount, date and time, the transaction ID (TxID) and the address (never the private key).
- For trades: the symbol, order ID or position, and times.
- Screenshots (up to 5 files, 5 MB each).
- The Case ID or ticket number if you already contacted Support.
Frequently asked questions
Is the chat a person or an AI? The chat is BYNAI Support with automated assistance; a request can be sent for review by the support team ("Sending your request for review...").
How fast will I get a reply? The app does not state a response time. The chat is described as online 24/7.
The chat will not start. Sign in first. If you see "Couldn't start your chat. Try sending your message again.", resend your message or refresh the page.
Can I reopen a closed request? The app does not offer that. Start a new chat and quote the old Case ID or ticket number.
Safety reminder
BYNAI staff will never ask for your password, 2FA code, seed phrase or private key, and will never ask you to send funds. Do not post them in chat or attach them in files. Use only [email protected] and the in-app chat; see the article on official channels.
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