Complaints and Support

Getting help

For questions about your account or Neptlium services, email support@neptlium.com from the address on your account. If you can, include what you were trying to do, the page or feature involved, the approximate time and any reference shown on screen.

Never send your password, one-time codes, private keys or full identity documents by email. Neptlium will never ask for them.

If you think your account is compromised

Change your password, sign out of other sessions if you can, and email support@neptlium.com with “Security” in the subject. Tell us about any transaction you do not recognize.

Questions about a transaction

Check the status shown in your account first. Requested, approved, submitted, settled and reconciled are different stages, and a transaction may still be in progress. If something looks wrong, contact us with the reference shown. Neptlium will review its records and the relevant network or provider evidence. Any correction is recorded as a visible adjusting entry.

Making a complaint

If you are unhappy with Neptlium, tell us. Until a dedicated complaints address is confirmed, send complaints to support@neptlium.com with “Complaint” in the subject. Please include:

• your name and the email address on your account;
• what happened and when;
• any references, screenshots (with sensitive details removed) or correspondence; and
• what you would like Neptlium to do.

What happens next

Neptlium will acknowledge your complaint, investigate it fairly using the records available, and reply in writing with its decision and reasons. If we need more time or information, we will tell you. Complaints and their outcomes are recorded so recurring problems can be fixed.

If you are not satisfied

You can ask for your complaint to be reviewed again by someone not involved in the original decision. Depending on where you live, you may be able to refer a complaint to an external body. Any external route that applies will be named here once confirmed. Nothing in this process affects your legal rights.

See Terms of Service.

Accessibility

If you need information in a different format, or have trouble using Neptlium because of an accessibility barrier, see the Accessibility Statement or email support@neptlium.com.

See Accessibility Statement.

Awaiting confirmation

These facts must be confirmed by Neptlium’s owner or legal counsel before this document can take effect. Nothing on this page should be read as establishing them.

• Support hours and response commitments.
• Official complaints address, acknowledgement and resolution timeframes.
• External escalation route (ombudsman, regulator or dispute body), if any applies.
• Regulatory status: any licence, registration or exemption relied on, the regulator name and the reference number. None is claimed until confirmed.