Thank you for choosing PerpVia! Our customer service team is always ready to assist you. Below is a detailed guide on how to contact us.
1. Contact Channels, Supported Languages, and Response Time
Contact Channels
We offer two official channels for you to choose from:
- Live Chat – Located at the bottom right corner of the platform webpage and app; click the chat icon to start a real-time conversation. Suitable for routine inquiries and urgent issues.
- Ticket System – Suitable for complex issues or scenarios requiring attachment uploads. You can submit a ticket in the Help Center and receive a unique tracking number to monitor progress.
Supported Languages
Our customer service team supports the following four languages. You can describe your issue in the language you are most comfortable with, and the system will automatically assign a corresponding language-speaking representative:
- Simplified Chinese
- Traditional Chinese
- English
- Tiếng Việt (Vietnamese)
Response Time
The average response time is within 5 minutes (usually faster during off-peak hours). During peak times, you may experience a queue. We appreciate your understanding. Our customer service team is available 24/7 to ensure every inquiry receives timely attention.
2. To Speed Up the Process, Please Prepare the Following Information in Advance
To help us locate and resolve your issue more quickly, please provide the following information when contacting customer service:
Key Information
| Information Item | Description |
|---|---|
| UID (User ID) | Your unique PerpVia account identifier, which can be found in your profile or account settings page |
| Issue Description | Please clearly and thoroughly describe the problem or request you are experiencing |
Recommended Information to Provide
| Information Item | Description |
|---|---|
| Transaction Time | If related to a transaction issue, please provide the exact time the transaction occurred |
| Trading Pair/Amount | The specific trading pair and amount involved |
| Order Number | If applicable, please provide the order number |
| Device Information | Type of device used (PC/mobile), operating system, browser version, etc. |
| Screenshots | Screenshots of related issue pages (e.g., error messages, transaction records, account pages) |
Screenshot Guidelines
Please note the following when submitting screenshots:
- Ensure screenshots are clear and text is readable
- Screenshots should include complete information related to the issue (e.g., error codes, timestamps)
- Do not reveal your password or other sensitive information in screenshots
3. Common Self-Troubleshooting Steps
Before contacting customer service, you may try the following self-troubleshooting steps:
- Refresh the Page: Try a hard refresh of your browser page (Windows: Ctrl+F5, Mac: Command+Shift+R)
- Check for Updates: If using the mobile app, check if there is a newer version available
- Disconnect VPN: If you are using a VPN, try disconnecting it and then accessing the platform again
- Check Announcements: Visit the official PerpVia announcement page to see if there are any system maintenance or known issue notifications
If these steps do not resolve your issue, please feel free to contact our customer service team anytime. We are dedicated to serving you!