Contact us — support channels and business partnerships
For card issuance, top-ups and transaction queries, start with the self-service options. If you need help from support, use one of the channels below and include the time, amount and last four digits of the card so the issue can be checked.
Opening cards, topping up and checking card details have self-service options; account issues and record checks need human support. Keep follow-up information in the same channel so the earlier records remain available for review.
Three contact channels, pick by scenario
Each channel handles one type of issue — choose one by the nature of your problem, and don't submit in several places at once.
Email support
Best for things that need a complete record, such as partnership discussions, appeals, and troubleshooting that requires screenshots.
Telegram self-service bot
Open cards, top up, view card details, and check transaction history here — no human involvement needed.
Live support
For account issues, transaction questions or details that need checking, contact online support in the bottom-right corner of the page. Include your account and the issue in one message rather than sending several partial messages.
Which channel fits your situation
Turn 'who do I ask?' into a table you can check directly:
| Your situation | Recommended channel | Why |
|---|---|---|
| Open a card, top up, freeze a card, check transaction history | Telegram self-service bot | These are standard operations, completed self-service in the bot — no human involvement needed |
| Account anomaly, transactions that don't match up, details that need correcting | Live support | A person needs to verify the account context and records |
| Need a complete record, attach screenshots or vouchers | Keeps context and a timeline for later tracing and review | |
| Freeze appeals, closure reviews | Requires human review; the materials needed and the process order are explained together | |
| Forgot password, can't sign in | Self-service recovery on the sign-in page | The system flow handles it on your own — no human involvement needed |
| Not sure which route to take | Start with the Help Center | Match your symptom to the right guide — most issues can be solved on your own |
Don't submit the same thing to multiple channels — it creates several records, and verification has to figure out which one is the newest each time. Pick one and give all the information at once.
Before contacting support: most of these issues can be solved on your own
Start deposit, payment and issuance checks with the relevant guides. If the fund state remains unclear, keep the original record and contact official support without transferring again.
| Issue | Quick answer | Where to look |
|---|---|---|
| Don't receive the verification-code email | Wait 60 seconds and retry → check whether the email address was typed wrong → check the spam folder → switch to email login or start a password reset | What do I need to register? |
| ChatGPT / AI subscription declined | Usually the card BIN doesn't match the account region, billing address, or device environment — troubleshoot in the fixed order first, then decide whether to switch cards | Payment failure troubleshooting |
| Top-up still hasn't arrived | First confirm in your wallet that the transaction is on-chain, then check your platform statement to see whether it settled; if the chain confirms but the balance hasn't changed, contact support with the transaction hash | How long does a top-up take? |
| Want to withdraw your balance or close a card | Withdrawing and closing are two separate actions: refunds cost a flat $3 per transaction and don't require closing the account; closing a card is free and the card balance is fully returned to your account | Refund Policy |
| Account limited or card frozen | Freezing is a self-service action you can reverse anytime; account-level restrictions are usually tied to abnormal transaction monitoring and need manual verification | When is an account frozen? |
If you only want your balance back and plan to keep using the account, just request a refund — no need to close the account. See the Refund Policy for the rules.
Intake and follow-up
- Every channel accepts submissions around the clock — no need to wait for a human to be online; acknowledgment and response speed depend on current volume and how complex the issue is.
- Give the full picture on the first submission: when the transaction happened, the currency and amount, the last four digits of the card, and the merchant name written together usually pin down the issue in one round; missing details often mean several back-and-forths, which is slower overall.
- Issues that need cross-step verification take longer, such as a top-up that hasn't arrived or a frozen-account appeal, because we have to wait for upstream or compliance results — that's how the process works, not which channel you picked.
- Don't resubmit the same issue — multiple records split the handling, and verification has to figure out which one is the newest.
- Never send your full card number, card security code, email, or SMS verification code. None of these are needed to verify a transaction; the platform never asks for passwords or codes on its own initiative. Anyone asking for these for any reason is a scammer impersonating support — verify instead through the channels listed on Contact channels.
Complaints, appeals, and account disputes
If you disagree with a result, just follow up on the original channel — no need to resubmit. Keeping the same thread means the person handling it sees the full context.
For items that need manual review, such as a restricted account or a frozen card, use live support and include when it happened, what you were doing, and the on-screen message; the materials needed and the process order will be explained together. Related rules are in When is an account frozen? and How do I appeal a frozen account?
Operating entity
The platform is operated by Pikabo Technology Co., LIMITED, registered in the Hong Kong Special Administrative Region of China. All issue handling and verification happens through online channels; we don't provide phone support or in-person service.
| Item | Details |
|---|---|
| Operating entity | Pikabo Technology Co., LIMITED |
| Business registration no. | 76366002 |
| Place of registration | Hong Kong Special Administrative Region of China |
| Registered address | RM D07,8/F, KAI TAK FTY BUILDING, NO. 99 KING FUK STREET, SAN PO KONG, HONG KONG |
Handle account and transaction questions online. See compliance information for the operator, business registration and official enquiries.Compliance Information
Evidence to include in a support message
Provide facts that can be checked, not complete payment credentials. Keep error prompts and record status visible in screenshots while masking unrelated personal data.
Transaction checks
Include merchant, order number, time and time zone, currency and amount, card last four digits, merchant prompt and card status. Record merchant orders and card charges separately.
Deposit checks
Include TxID, token, network, sending time and amount, and credited amount. Never send wallet private keys or seed phrases or ask someone to hold your wallet.
Appeal checks
Include the original ticket number, restricted action, prompt, checks made and the specific issue to review. Add new evidence to the original record.
Following up and checking impersonation
A contact entry point is not a resolution deadline. For issuer, merchant or compliance investigations, keep the status and next requirements and avoid contradictory duplicate evidence.
Start from this site
For account and transaction issues, contact online support in the bottom-right corner; use official email for a written record. Do not follow payment addresses or login links sent in unsolicited chats.
Keep replies and status
Record submission time, ticket number, requests and replies. A first response is not resolution, and an unsettled or under-review state is not a completed fund return.
Suspicious requests
Stop sharing information when asked for passwords, codes, full card numbers, CVV, private keys or seed phrases, and verify through official channels. Do not pay an alleged unfreezing fee to a private wallet.
FAQ
How do I contact PIKABAO support?
Three channels: the Telegram self-service bot handles opening cards, topping up, viewing card details, and transaction history; live support handles account anomalies, transaction questions, and detail verification; email suits items that need a record. Pick one by the nature of your issue — no need to submit in several places at once. Verifying one transaction only needs the transaction time, the currency and amount, and the last four digits of the card.
How fast does support reply? Is 'someone picked it up' the same as 'it's done'?
No, they're not the same. 'How quickly someone picks it up' and 'how quickly it gets done' are two different questions. Response speed depends on current volume and how complex the issue is; items that need cross-step verification (such as a top-up that hasn't arrived or a frozen-account appeal) take longer than operational issues because they wait on upstream or compliance results. See the 'Intake and follow-up' section for specifics.
Is Chinese-language support available?
Yes — all channels communicate in Chinese. Account- and card-related operations and verification are all done online; we don't provide phone support or in-person service, so just write the issue and the details out in full in one go.
What if I don't receive the verification-code email?
Try in order: 1) wait 60 seconds and retry; 2) check whether the email address was typed wrong and look in the spam folder; 3) switch to email login or start a password reset. If all three steps fail, contact live support with your registered email to verify. See What do I need to register? for the requirements.
Do I have to contact support to close my account?
Not necessarily. If you're sure you won't use it anymore, close each card under your account first and move the card balances back into your account balance, then submit the account closure; closure has a 24-hour cooling-off period during which you can cancel it. Full steps are in How do I close my account?
Will support ask for my password or verification code?
No. Support never asks for passwords, verification codes, or full card numbers for any reason. Anyone asking for these is a scammer impersonating support; verify through the channels listed on Contact channels instead, and don't follow the links they give you.
Where is the registered address? Can I visit in person?
The registered address is in the 'Operating entity' section on Contact channels. It is for receiving official correspondence, not in-person visits; please contact us through online channels.
Most issues don't actually require waiting for support
Declined payments, top-ups that haven't arrived, card opening — the self-service guides cover most scenarios; you can also open a card and top up directly in the Telegram self-service bot.