Contact Pinnora

A support ticket in the app

For anything about your account or your money, a ticket is best: it comes from your signed-in account, so we know whose it is without asking, and the whole conversation stays in one place.

1. Open the Support screen in the app and tap New support ticket.
2. Give it a subject and a category, and describe what happened. Your ticket gets a number starting T-.
3. Keep the conversation going. We reply in the ticket and e-mail you when we do. Reply in the app, adding screenshots if they help.
4. Rate the answer once your question is resolved, so we know how we did.

E-mail

You can also write to helpdesk@mypinnora.com. Write from the e-mail address on your account, so we can find it, and mention your @username. If you do not have an account yet, or cannot sign in, e-mail is the way to reach us.

What to include

• What happened and when, in your own words, and what you expected instead.
• Any reference the app gave you: a transaction’s reference, a ticket number starting T-, or an Empowerment application starting EMP-.
• For crypto, the network you used and the transaction hash.
• A screenshot of the screen or the message you saw, if you have one.

What never to send us

Never share your password, or the six-digit code from an e-mail we sent you, with anyone — including someone who says they are from Pinnora. Support does not need either to help you. Do not approve a passkey prompt you did not start, and do not send card numbers or photos of identity documents by e-mail: identity documents are only ever captured in the app’s own verification steps.

If you think someone else is in your account

Do not wait for a reply first. Change your password, which signs out every other device, and check the devices listed in the Security centre. Then open a support ticket so we can look at the activity with you. The security page explains what protects your account.

Complaints

If something has gone wrong and you want to complain, tell us in a support ticket or by e-mail, and say that it is a complaint. Include what happened, what you would like us to do about it and any references, so that we can look into it properly. Keeping it in one ticket, or one e-mail thread, keeps the whole record together.

Company details

Pinnora is operated by Pinnora Technologies Limited, 4 Güldenhofer Ufer, Treptow-Köpenick, 12437 Berlin, Germany. The company was incorporated in 2018; the Pinnora app and service launched in 2026. E-mail: helpdesk@mypinnora.com.

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