How to Contact BitMEX Support in 2025
BitMEX provides multiple avenues for users to connect with our support team, ensuring you can choose the most suitable option for your specific inquiry:
- Live Assistance: For immediate concerns and real-time guidance, our live chat support is available directly on the BitMEX platform and through our support site. Connect with a support agent for quick and efficient resolution.
- Email Correspondence: If your query requires detailed explanation or involves specific documentation, you can send us a comprehensive message via our dedicated contact form or directly through our help center. Our team will endeavor to provide a thorough response within our stated service levels.
- Inquiry Submission Forms: For targeted requests such as Know Your Customer (KYC) verification issues, account security concerns, or submitting valuable feedback, BitMEX offers specialized inquiry forms. Utilizing these forms helps ensure your request is directed to the most appropriate department, facilitating a faster and more accurate resolution.
Support Availability & Response Time
Our support team is available 24/7, committed to providing timely assistance. You can expect:
- An average response time of under 15 minutes for live chat.
- Responses to email tickets typically fall within 12–24 hours.
We recognize that time is crucial in crypto trading, and we are dedicated to helping you without delay.
Guiding Your Query to the Correct Department
To ensure faster and more accurate responses, please direct your question to the most relevant team:
- Identity Verification & Account Issues: For all concerns related to KYC procedures, account setup, or verification, please select the “Account Issues” category on our contact form.
- Technical & Trading Assistance: If you’re experiencing platform glitches, trading disruptions, or have questions about specific trading functionalities, please select “Platform or Trading Issue.”
- Affiliate Partner Support: For our affiliate partners with questions regarding payouts, referral tracking, or commission inquiries, please utilize the dedicated affiliate contact form or communicate directly from your affiliate dashboard.
Other Channels to Connect with Us
You can also engage with us and stay up-to-date on all things BitMEX through our active community channels:
- Telegram (Official BitMEX Support Group)
- Twitter/X (@BitMEX)
- Discord (Community Support & Announcements)
- Facebook (@BitMEXOfficial)
- Reddit (r/BitMEX)
These channels are regularly monitored and serve as excellent resources for general questions and platform updates.
Strategies for Expedited Assistance
To help our support team resolve your issue as quickly and effectively as possible, please consider these helpful tips when reaching out:
- Include screenshots or screen recordings when describing a technical problem. Visual aids can significantly speed up the diagnostic process.
- Always provide your BitMEX User ID or the email address linked to your account. This allows us to quickly identify and access your account details.
- Be as specific as possible in your description of the issue (e.g., mention the exact cryptocurrency, the specific page or feature, and the approximate time the problem occurred). Clear details enable us to understand and address your concern more efficiently.
Tailored Support for Our Diverse Users – Affiliates and Traders
We recognize that the needs of our traders and affiliate partners differ. That’s why we provide specialized support channels:
- Dedicated Affiliate Support: For all questions concerning your affiliate earnings, tracking your referrals, or resolving commission-related issues.
- Trader-Focused Support: For inquiries related to trading activities, deposits, withdrawals, and security concerns.
Please utilize the appropriate channel to ensure you receive the most efficient and relevant assistance.
Submitting a Request – A Step-by-Step Tutorial
For more complex issues or when instructed by our support team, you can submit a detailed request by following these steps:
- Visit our BitMEX Support Center.
- Locate and click on the “Submit a Request” option.
- Choose the most relevant category that best describes your inquiry (e.g., KYC, Deposit, Affiliate).
- Fill in all the required details in the provided form, offering as much information as possible.
- Click “Submit.”
You will then receive a confirmation email containing your unique ticket ID, which you can use to track the status of your request.
Your Input Matters – How to Propose Enhancements
We value your insights and are continuously striving to improve the BitMEX platform. If you have a suggestion for a new feature, an idea for improvement, or a general product request, we encourage you to share it:
- Utilize the Feedback Form often found within your user dashboard (if available).
- Alternatively, you can email us directly with the subject line “Product Feedback”.
Your valuable input directly influences future updates and helps us build a better trading experience for everyone.
Commitment to Integrity – Our Approach to User Concerns
BitMEX is committed to fostering fairness and transparency in all our operations. Every support request received is meticulously logged, thoroughly reviewed, and addressed by a trained member of our team. Should an issue require escalation, it is promptly handled by a senior specialist to ensure a comprehensive and satisfactory resolution, and is never ignored. We also strive to provide a clear communication trail, so you are always informed about the status of your request.
Protecting Yourself – Security Advice for Support Interactions
Your account security is our top priority. Please keep the following security tips in mind when communicating with support:
- BitMEX support will NEVER ask for your password or private keys. Any such request is fraudulent.
- Always double-check that you are on the official BitMEX site or verified support channels before providing any sensitive information. Be vigilant against phishing attempts.
- If you have any doubts about the legitimacy of a communication, confirm with us via live chat or verified social accounts before proceeding.
Languages We Support
BitMEX proudly serves a global trading community, and to make your experience seamless, our support is available in multiple languages. Whether you’re reaching out via live chat, email, or community channels, we aim to provide assistance in your preferred language.
We currently offer customer support in:
English
Chinese (Simplified and Traditional)
Spanish
Russian
Korean
Japanese
Vietnamese
Turkish
Portuguese (Brazilian)
Arabic
Our system auto-routes you to the appropriate support agent based on your browser settings or language preference in your profile. For urgent inquiries, English is recommended to ensure the fastest response.
Need assistance in your language? Our multilingual team is ready to help—24/7.
Final Note – We Are Always 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, BitMEX is here for you.
Need help right now? Contact our support team here. We’re ready when you are.