Get help

Hi, I’m Nora, Pinnora’s animated guide.

In this video, you’ll see every way to get help with Pinnora.

You’ll search the Help centre,

start a conversation with Support, and chat with them.

Then you’ll rate the help you got, review Pinnora,

and see how to e-mail us.

Getting help starts in Settings.

Scroll down to Support. Here you’ll find “Chat with support”,

“Help centre” and “Rate Pinnora”.

Tap “Help centre”.

Articles cover deposits, withdrawals, verification, trading,

security and your account.

Pick a topic, or type a few words in the search box.

Tap a question, and the answer opens right there.

Still stuck? Tap “Chat with support”,

at the bottom of the Help centre.

This is Support, where your conversations are kept.

Tap “New conversation”.

Give it a short subject. Then choose a category, such as Account,

Deposits or Verification.

Then write your message. Amounts,

dates and reference numbers all help.

Tap “Start the conversation”. It opens straight away,

with its own reference.

When Support replies, the answer appears right here in the chat.

The line at the top shows where things stand.

To reply, type in the box at the bottom. To add a picture,

tap the picture button.

Choose a screenshot or a photo, add a message,

and tap the send arrow.

Support sees your picture, and answers in the same conversation.

Each reply also comes as a notification. Tap the bell, then “Support”,

to see just those.

Tap one to read it in full.

Tap the cross to leave the chat.

When Support closes a conversation,

you can rate the help you got.

Tap “Closed” to find it, then open it.

Where it asks “How did we do?”, tap a star, from one to five.

Add a note if you like, then tap “Send rating”.

Need more help with it? Tap “Reopen this conversation”, and carry on.

You can also review Pinnora itself.

Pinnora may ask you, with a card on Home.

If you’d rather not, tap “Not now”,

or “Don’t ask again”.

Tap “Write a review”. It’s the same page as “Rate Pinnora”, in Settings.

Each account can leave one review.

Choose your stars, and add a title if you like.

Then write your review: at least 20 characters, and up to 2.000.

The page shows the name your review appears under.

Your e-mail address is never shown.

Tap “Publish review”. It goes on Pinnora’s reviews page,

and Pinnora may reply to it there.

You appear by your initials, unless you choose a photo of yourself.

The photo rules are listed here.

Prefer e-mail? The address is on the Support screen:

helpdesk@mypinnora.com.

Write from the e-mail address on your account,

so Support knows it’s you.

Tap the address, and your e-mail app opens, ready to write.

Say what you need, with any reference numbers.

Your conversations stay in Support.

Use the filters to find open, replied or closed ones.

Each conversation has its own reference.

Quote it if you e-mail us about the same thing.

If you choose five stars, the page tells you something first.

A published five-star review can’t be edited or deleted in the app.

To change it, contact Support.

Now you know how to get help in Pinnora.

Search the Help centre.

Chat with Support, and add pictures.

Rate the support you got.

Review Pinnora.

And e-mail us from your account’s address.

Need help? Chat with us in the app,

or e-mail helpdesk@mypinnora.com.

Thanks for watching!