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Contact Methods – Live Chat, Email, Forms
We offer multiple ways to get in touch, so you can choose the method that works best for you:
Live Chat: Available directly on the Weex platform and support site for real-time assistance.
Email Support: Send us a detailed message via our contact form or directly through our help center.
Support Forms: For specific inquiries like KYC, security, or feedback, use dedicated forms to ensure it reaches the right team.
Support Availability & Response Time
Our support team is available 24/7, with an average response time of under 15 minutes for live chat and within 12–24 hours for email tickets. We understand time matters in crypto — and we’re here to help you without delay.
How to Reach the Right Department
To ensure faster responses, please direct your question to the right area:
KYC & Account Verification: Choose “Account Issues” on the contact form.
Technical Support: Select “Platform or Trading Issue.”
Affiliate Support: Use the dedicated affiliate contact form or message us from your affiliate dashboard.
Where Else You Can Find Us
You can also reach us and stay updated on all things Weex through our active community channels:
Telegram (Official Support Group)
Twitter/X (@Weex_Official)
Discord (Community Support & Announcements)
These channels are monitored regularly and are great for general questions and platform updates.
Tips for Getting the Fastest Help
Include screenshots or screen recordings when describing an issue.
Share your user ID or email linked to the Weex account.
Be as specific as possible (e.g. which coin, which page, what time).
Clear details help us solve your issue faster.
Support for Affiliates and Traders – Separate Channels
We understand that traders and affiliates have different needs. That’s why we provide:
Dedicated affiliate support: For payout questions, referral tracking, or commission issues.
Trader-focused support: For trading, deposits, withdrawals, and security concerns.
Please use the right channel to ensure the fastest resolution.
Submit a Ticket – Step-by-Step Guide
Visit our Support Center
Click on Submit a Request
Choose the relevant category (e.g. KYC, Deposit, Affiliate)
Fill in all required details
Click Submit
You’ll receive a confirmation email with your ticket ID for tracking.
Feedback? How to Submit Product Suggestions
We love hearing from you. If you have a suggestion, improvement idea, or new feature request:
Use the Feedback Form in your dashboard
Or email us with subject line “Product Feedback”
Your input directly influences future updates.
Trust & Transparency – How We Handle User Concerns
Weex is committed to fairness and transparency. Every support request is logged, reviewed, and addressed by a trained team member. If an issue requires escalation, it is handled by a senior specialist — not ignored.
We also provide a clear communication trail so you always know the status of your request.
Security Tips When Communicating with Support
We will never ask for your password or private keys.
Double-check you’re on the official Weex site or support channels.
If in doubt, confirm with us via live chat or verified social accounts.
Your security is our top priority.
Language Support Options
Weex provides multilingual support to serve our global community better. We currently support:
English
Chinese
Spanish
Russian
And more — with auto-routing to available agents based on your language settings
Final Note – We’re Here to Help, Anytime
We know that trading never sleeps — and neither does our commitment to support. Whether it’s a quick fix, a complex issue, or feedback on how we can improve, Weex is here for you.
Need help right now? Contact our support team here. We’re ready when you are.