Help & Support
Most questions are answered in the FAQ. For anything else — a stuck deposit, a withdrawal question, or an account problem — write to us.
Write to us with your registered email address, a short description of the problem, and — for money issues — the date, amount and any transaction reference. That is everything we need to look into it.
Typical replies within 24–48 business hours. Complex cases — stuck deposits, withdrawal reviews — can take longer while we check with the payment provider.
If you are signed in, you can open a support ticket from the app instead — it arrives with your account already attached, so we can help faster. Go to Support in the web app or the Android app, choose a category, and describe the issue.
You can follow the ticket and reply to our messages from the same screen.
Check the deposit's status timeline in the app first — it shows whether the provider has confirmed it. Crypto deposits need on-chain confirmations before they credit, and a congested network can delay them. If the timeline shows a failure, write to support with the amount, coin and transaction reference.
Withdrawals are reviewed before they are sent, so a short pending period is normal. If it has been pending for more than 48 hours, write to support with the withdrawal amount and date.
Check you are using the email you registered with, then use “Forgot password” to reset it — the code expires after 10 minutes. If you no longer have access to that email, write to support from another address and explain; we will need to verify you own the account.
That is usually correct behaviour: the optimizer switches only on a 5%+ net-yield advantage, and only while you have switches left today. The Optimizer screen shows the reason for the current state. Our blog post “Why the optimizer sometimes stays put” explains the three usual causes.
A note on safety: ShiftHash support will never ask for your password or a one-time code, and will never ask you to send crypto to a “support wallet”. Anyone who does is not us — do not send anything, and report it to support@getshifthash.com.
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