Average first reply during business hours
Support inbox monitored in three shifts with escalation on-call for urgent security topics.
Contact
Talk with the Hyska team.
Pick the channel that matches your request — we respond within two business days.
Service window: Monday to Friday, 9h–18h BRT.
What to expect when you reach out
Every request enters a triage queue monitored by support and compliance leads so the right specialist answers your message.
Coverage
São Paulo, Lisbon, and Toronto teams alternate to assist LATAM, EMEA, and Americas customers.
Security triage
Incidents tagged as priority trigger our incident-response bridge and immediate follow-up.
Choose your channel
Support & onboarding
Wallet recovery guidance, account provisioning, and product questions for your team.
Compliance & security
Report incidents, request audit artefacts, or align on regulatory requirements.
Partnerships & media
Discuss integrations, education programs, sponsorships, or press opportunities.
To help us reply faster
Share context such as organisation name, timelines, wallet volume, and the platforms you operate today.
Security-sensitive topics are handled privately — avoid including seed phrases or secret material in the initial message.
- Include screenshots only if they do not reveal private keys or biometric prompts.
- For urgent incidents, mark the email subject with [PRIORITY] so it is escalated automatically.
- Enterprise plans can request a dedicated Slack or Teams channel after onboarding.
How we escalate your request
Following these steps lets us keep you informed while specialists investigate or deliver next actions.
1. Initial triage
Support engineers confirm scope, sanitize sensitive details, and classify the severity within the first response window.
2. Specialist engagement
Security, compliance, or product leads join the thread with targeted diagnostics, timelines, and required artefacts.
3. Resolution & follow-up
We deliver fixes or guidance, document outcomes, and share preventive recommendations in a final summary message.
Contact FAQ
Can I schedule a call instead of emailing?
Yes. Include a preferred time slot and time zone when you write in, and we will confirm a secure video or phone meeting within one business day.
How do I report a potential vulnerability?
Send details to security@hyskawallet.app with steps to reproduce. Our security team reply within 24 hours and coordinate remediation through our responsible disclosure process.
Do you provide support in Portuguese?
Definitely. Let us know your language preference and we will connect you to the appropriate regional team for follow-ups.