How to contact Sky Trade support and get a fast answer

Sky Trade support works through a live chat inside the platform. It is answered by people, not by an auto-reply bot, and you can attach screenshots or documents. Here is where to find it, what to send so your question is solved in one round, and what support will never ask you for.

Where to find support

1. Log in to your Sky Trade account.
2. Open the Support section.
3. Type your message and send it. You can attach an image or a PDF up to 5 MB.

The chat is available after login. If you cannot log in, start with login problems — most login issues can be fixed without support, for example by resetting your password.

What to include in your first message

A complete first message saves a lot of back-and-forth. Depending on the topic:

For any question

• the email address of your account;
• what you were trying to do, and what happened instead;
• the exact error message, or a screenshot of it.

For a deposit

• the coin and network you used (for example USDT TRC-20);
• the amount you sent;
• the transaction hash (TXID) from your wallet or exchange;
• for XRP or XLM, whether you included the memo/tag.

For a withdrawal

• the date of the request and its status (In progress, Approved, Paid or Rejected);
• the network and the receiving address;
• if it was rejected, the reason shown with the request.

For a trade

• the instrument, the time you opened it and the expiry;
• a screenshot of the trade in your history.

What support will never ask for

• Your password. Never share it — not in the chat, not anywhere. Support does not need it to help you.
• Payment to "unlock" a withdrawal. Sky Trade does not charge a withdrawal fee, and nobody can speed up or release a withdrawal for a payment.
• A deposit to an address outside your wallet. Deposit addresses are shown only in your own wallet.

If someone claiming to be Sky Trade support contacts you elsewhere and asks for any of these, it is not us. More in account security.

What support can and cannot do

Support can explain how things work, look into a deposit that did not arrive, review a deposit sent on the wrong network, explain a withdrawal status or rejection, and help with account restrictions.

Support cannot change how the market moved, reverse a trade that closed at its expiry price, or give a fixed time for manual withdrawal review — there is no promised processing time. Funds sent on a wrong network can be reviewed, but they may be unrecoverable.

Before you write: quick answers

Many questions are already answered in the help center:

• money: how to deposit, how withdrawals work, fees;
• trading: payout percentage, market closed, safe trade;
• account: verification and KYC, delete account;
• trust: is Sky Trade safe.