Support

Need help with KhipuVault? We're here for you. Choose the support channel that best fits your needs.

Quick Support Finder

Discord Support

Best for: General questions, quick help, community discussions

Response Time: Usually < 1 hour (community-driven)

How to Get Help:

1. Join Discord

   • discord.gg/khipuvault

2. Choose the right channel:

   • #general - General questions and discussions
   • #support - Technical help and troubleshooting
   • #beginners - New user questions
   • #developers - Development and API questions

3. Ask your question clearly:

   • What are you trying to do?
   • What happened instead?
   • Include error messages or screenshots
   • Mention your wallet address (if relevant)

Discord Channels

Email Support

Best for: Non-urgent issues, detailed problems, account-specific questions

Response Time: < 4 hours (business hours), < 24 hours (weekends)

General Support

Email: support@khipuvault.com

Use for:

• Transaction issues
• Deposit/withdrawal problems
• Balance discrepancies
• Product questions
• Bug reports

Include in your email:

• Clear subject line
• Wallet address
• Transaction hash (if applicable)
• Screenshots or error messages
• Steps to reproduce
• What you've already tried

Example:

Subject: Cannot withdraw from Individual Savings pool

Hi KhipuVault team,

I'm unable to withdraw from my Individual Savings pool.

Wallet: 0x1234...5678
Transaction hash: 0xabcd...
Error message: "Execution reverted: INSUFFICIENT_BALANCE"

I have 1,000 MUSD deposited and trying to withdraw 500 MUSD.

Screenshots attached.

Thank you!

Technical Support

Email: bugs@khipuvault.com

Use for:

• Website bugs
• Smart contract issues
• Performance problems
• Integration errors

Include:

• Detailed bug description
• Steps to reproduce
• Expected vs. actual behavior
• Browser and OS version
• Console errors (if applicable)

Documentation Feedback

Email: docs@khipuvault.com

Use for:

• Documentation errors
• Typos or outdated information
• Suggestions for new guides
• Translation requests

Partnership & Business

Email: partnerships@khipuvault.com

Use for:

• Partnership opportunities
• Integration inquiries
• Media requests
• Business development

Security Support

Best for: Security vulnerabilities, suspicious activity, urgent threats

Response Time: < 1 hour (24/7)

Report Security Issues

Email: security@khipuvault.com

Use for:

• Smart contract vulnerabilities
• Website security issues
• Suspected hacks or exploits
• Phishing attempts
• Suspicious transactions

Eligible for bug bounty rewards (up to $10,000)

Learn more about our Bug Bounty Program

Emergency Contacts

Critical security incidents:

1. Email: security@khipuvault.com (monitored 24/7)
2. Discord: Tag @Security Team in #security-alerts
3. Twitter DM: @KhipuVault (verified account only)

What qualifies as emergency:

• Active exploit of smart contracts
• Funds at risk
• Private key compromise
• Widespread phishing attack

Report Suspicious Activity

Phishing or scams:

• Email: security@khipuvault.com
• Include screenshots and links
• Forward phishing emails
• Help protect the community

Fake social media accounts:

• Report to us: security@khipuvault.com
• Report to platform (Twitter, Discord, etc.)
• Include profile links and evidence

Developer Support

Best for: API, integrations, smart contract questions, development help

Discord Developer Channel

Channel: #developers on Discord

Response Time: Usually < 2 hours

Use for:

• Integration questions
• API issues
• Smart contract interactions
• Code examples
• Development best practices

GitHub

Repository: github.com/khipuvault/khipuvault

Use for:

• Bug reports (with reproduction steps)
• Feature requests
• Code contributions
• Documentation improvements

How to file an issue:

1. Search existing issues first
2. Use issue templates
3. Provide detailed information
4. Include code snippets
5. Tag appropriately

Example issue:

### Description
API endpoint `/api/pools` returns 500 error

### Steps to Reproduce
1. Call GET /api/pools
2. Observe 500 error

### Expected Behavior
Should return list of pools

### Actual Behavior
Returns 500 Internal Server Error

### Environment
- OS: macOS 14.5
- Node: v20.11.0
- npm: 10.2.4

Developer Resources

• 📖 Developer Documentation
• 📚 API Reference
• 💻 Code Examples
• 🎨 Brand Assets

Phone Support

Currently not available.

We don't offer phone support for security reasons:

• Prevents social engineering attacks
• Ensures documented communication
• Allows for better technical support

Use Discord or email instead for fast responses.

Support Hours

Community Support (Discord)

Availability: 24/7 (community-driven)

Best times:

• 9 AM - 11 PM UTC (most active)
• Weekdays typically faster than weekends

Response expectations:

• Simple questions: < 30 minutes
• Complex issues: < 2 hours
• May need to wait for team member

Official Support (Email)

Business Hours:

• Monday - Friday: 9 AM - 6 PM UTC
• Saturday: Limited (emergencies only)
• Sunday: Closed (except security)

Response times:

• Simple questions: < 4 hours (business hours)
• Complex issues: < 24 hours
• Weekends: < 48 hours

Security Support

Availability: 24/7/365

Response times:

• Critical: < 1 hour
• High: < 4 hours
• Medium: < 24 hours
• Low: < 48 hours

Self-Service Resources

Before Contacting Support

Try these resources first (often faster):

Documentation

• 📖 Getting Started Guide
• 🔧 Troubleshooting
• ❓ FAQ (40+ questions)
• 🎓 Tutorials

Status and Updates

• 🟢 Status Page
• 📣 Twitter @KhipuVault
• 💬 Discord #announcements

Search Documentation

• Use search bar (top right)
• Comprehensive, always up-to-date
• Covers most common issues

Support Ticket Process

What to Expect

1. Acknowledge receipt (< 1 hour during business hours)
2. Initial assessment (team member assigned)
3. Investigation (may ask for more details)
4. Resolution or workaround provided
5. Follow-up to ensure issue is resolved

Response Expectations

Priority levels:

Critical: Funds at risk, security issue, platform down

High: Cannot use core features, transaction failures

Medium: Inconvenient but workaround exists

Low: Questions, minor bugs, feature requests

Escalation

If you're not getting help:

1. Wait reasonable time based on priority
2. Bump your ticket politely (after 24-48 hours)
3. Try different channel (Discord if email, vice versa)
4. Escalate to team lead (mention in Discord)

Community Help

Help Others, Get Help

Be part of the community:

• Answer questions in Discord
• Share your experiences
• Write tutorials or guides
• Translate documentation
• Report bugs you find

Benefits:

• Build reputation in community
• Learn by helping others
• Get priority support (active members)
• Potential moderator role
• Satisfaction of helping

Community Moderators

Trusted community members who can help:

• Have @Moderator role in Discord
• Can't help with account-specific issues
• Great for general questions
• Can escalate to team if needed

Not moderators:

• Random DMs offering help (scammers!)
• New Discord accounts
• Those asking for private keys

Feedback and Suggestions

Product Feedback

We want to hear from you!

Discord:

• #feedback channel
• Share ideas and suggestions
• Vote on others' ideas
• Discuss with community

Email:

• feedback@khipuvault.com
• Detailed product suggestions
• User experience feedback

GitHub:

• Discussions
• Feature requests
• Community voting

Monthly Survey:

• forms.khipuvault.com/feedback
• Anonymous feedback welcome
• Helps prioritize roadmap

What We're Looking For

Most valuable feedback:

• What's confusing or difficult?
• What features are you missing?
• What works really well?
• How can we improve?
• Use cases we haven't considered

Language Support

Supported Languages

Documentation:

• 🇺🇸 English (complete)
• 🇪🇸 Spanish (partial)

Coming Soon:

• 🇵🇹 Portuguese (Q2 2026)
• 🇫🇷 French (Q3 2026)

Get Support in Your Language

Spanish:

• Discord: #español channel
• Email: support@khipuvault.com (mention "Español" in subject)

Other languages:

• Use English for fastest support
• Google Translate often helps
• Community members may assist

Want to help translate?

• Email: translations@khipuvault.com
• Help make KhipuVault accessible globally
• Potential compensation for quality translations

Accessibility Support

Accessibility Help

Email: accessibility@khipuvault.com

Report:

• Screen reader issues
• Keyboard navigation problems
• Color contrast issues
• Other accessibility barriers

Our commitment:

• WCAG 2.1 AA compliance (in progress)
• Continuous improvements
• Priority fixes for critical issues

SLA (Service Level Agreement)

Our Commitments

Uptime:

• Target: 99.5% uptime
• Planned maintenance announced 24 hours ahead
• Emergency maintenance ASAP with communication

Support Response:

• Email: < 4 hours (business hours)
• Discord: Community-driven (usually < 1 hour)
• Security: < 1 hour (24/7)

Bug Fixes:

• Critical: < 24 hours
• High: < 7 days
• Medium: < 30 days
• Low: Best effort

Transparency:

• Status page updated in real-time
• Post-mortems for major incidents
• Regular updates on known issues

What's Not Covered

We can't help with:

• ❌ Lost private keys (nobody can)
• ❌ Transactions on wrong networks
• ❌ Third-party wallet issues (contact wallet provider)
• ❌ Mezo blockchain downtime (external)
• ❌ User error losses (be careful!)

Prevention is key:

• Read guides carefully
• Start with small amounts
• Backup seed phrases
• Verify everything

Support Best Practices

Get Better Help Faster

Do: ✅ Search documentation first ✅ Provide detailed information ✅ Include error messages/screenshots ✅ Be patient and respectful ✅ Follow up if issue resolved ✅ Thank helpers

Don't: ❌ Share private keys or seed phrases ❌ DM team members directly ❌ Spam multiple channels ❌ Get angry or demanding ❌ Share others' personal info

Effective Support Requests

Good example:

I'm trying to withdraw 500 MUSD from Individual Savings but getting error "Execution reverted".

Wallet: 0x1234...5678
Transaction: 0xabcd...
Pool: Individual Savings #42
Balance: 1,000 MUSD
Trying to withdraw: 500 MUSD

Screenshot attached. Tried 3 times, same error.

What should I do?

Poor example:

It's not working!!!

Contact Directory

All Support Channels

Social Media

Official accounts only:

• 🐦 Twitter: @KhipuVault (verified)
• 💬 Discord: discord.gg/khipuvault
• 💻 GitHub: github.com/khipuvault

No official presence on:

• ❌ Telegram (beware of fakes!)
• ❌ WhatsApp
• ❌ Instagram
• ❌ TikTok
• ❌ Facebook

Additional Resources

• 📖 FAQ - 40+ common questions
• 🔧 Troubleshooting - Fix common issues
• 🛡️ Security - Stay safe
• 💬 Community - Join the conversation

We're here to help! Don't hesitate to reach out. Your success is our success.

Last updated: February 2026