In App Support

This guide shows how to contact Cloud Wallet support from inside the app, track your tickets, and reply until the issue is resolved.

Opening Support

1. Log in to your Chia Cloud Wallet account.

2. Open your account menu from the profile control, then click Support:

3. The Support screen lists your tickets under Your Tickets. Use Create Ticket to start a new request. Toggle Show Completed when you want to include solved and closed tickets in the list:

If you have not created any tickets yet, the empty state invites you to create your first ticket.

Creating a ticket

1. From the Support screen, click Create Ticket.

2. Fill in the form:

   • Subject (required): a short summary of the issue (up to 150 characters)
   • Ticket Type (required): choose the category that best matches your request (see Ticket types)
   • Details (required): a full description of what happened and what you expected
   • Attachments (optional): PNG or JPEG screenshots. Total attachment size must stay under 2 MB
   • Vault (optional): select the vault related to the issue when you have one or more vaults

3. Click Submit Ticket. After a successful submit, the app returns you to the Support list and shows a confirmation that includes the new ticket number when available.

Click Cancel at any time to return to the Support list without submitting.

Ticket types

Ticket type	Use when
Support	General help with your account, vaults, or wallet features
Bug Report	Something in the product is not working as expected
Enhancement	You want to request a product improvement
Buy XCH	Help with purchasing XCH in the Cloud Wallet

Viewing a ticket and replying

1. On the Support screen, click a ticket card to open it.

2. The ticket detail view shows the subject, ticket number, status, created and last updated times, ticket type when available, the message thread, and a Reply section at the bottom:

3. To reply, enter a message in the Reply section. You can attach optional PNG or JPEG files (same 2 MB total limit as when creating a ticket), then click Send.

Closing or reopening a ticket

While a ticket is still open (not solved or closed):

• Click Close without Reply to mark it solved without adding a message
• Enter a reply and click Close with Reply to close it with a final note

If a ticket is Solved, enter a reply and click Reopen with Reply to open it again.

Permanently Closed tickets show an alert that new replies are not accepted. Create a new ticket if you still need help.

Troubleshooting

If you cannot use In App Support, visit the #support channel in our Discord.