All compliance-related matters, such as inquiries related to KYC/ KYB, transaction monitoring, bank account verification, etc., must be submitted to our team through one of two ways:

1. Zendesk ticketing system: cybridhelp.zendesk.com (Preferred method); or,
2. email us at [email protected] or [email protected] and a Zendesk ticket will automatically be generated for you.

🚧

Emails that do not originate from your partner domain must include your organization name so we can properly attribute your request to your organization

Using Cybrid's Zendesk ticketing system

Signing-up or signing-in

After you navigate to the cybridhelp.zendesk.com, you can either sign in with a Google Workspace email for Single Sign-on (SSO) or use standard authentication with email and password.

Viewing your requests

You can view your requests in "My requests", or switch to "Organization requests" to view all the tickets your organization has submitted.

Submitting a request

On the support portal, you can click on "Submit a request" to generate a new ticket.

On the next page, select "Compliance Request" from the drop-down menu.

Then you can fill out the details about your request:

🗒️ Here are a few tips on details you can provide to us to provide more efficient support:

• Subject: keep it short and use a few keywords to explain your request, for example:
  • KYC for the customer 155dd7bcf10382c3f7f5e8a206157fb8
• Identifiers: Please supply all applicable identifiers, including always supplying your organization_guid, bank_guid as well as customer_guid the request is related to. Please also supply any relevant trade_guid, transfer_guid or account_guids. These identifiers help us investigate your request.
• Description: Provide sufficient information such as organization, bank, account, or customer GUID, for example:
  • Hi Cybrid,
    Please provide more information about the recent KYC for the customer 155dd7bcf10382c3f7f5e8a206157fb8.
    Org GUID: 495517635698a6c78556de8b83703744
    Bank GUID: b106691f5df118bcec9bc876bd73e843
    Customer GUID: 155dd7bcf10382c3f7f5e8a206157fb8
    Thank you
• Attachment: If possible, please attach a screenshot of the portal or any other relevant document to support your request.

Lastly, you will find your newly generated ticket and a message stating that "Your request was successfully submitted.", and your ticket will be in the initial state of "Open".

You will also receive an email indicating the ticket has been created, such as below:

As soon as one of our support or compliance team members starts reviewing your request, the status will change to "In Progress". If we reply to your request or ask for further information, the ticket will move to "Pending" status, meaning we are waiting for an action from your side. Finally, if the resolution is provided, the ticket will move to "Solved."