When Should You Submit a Support Request?
A support request is appropriate when you encounter an account, trading, transfer, verification, or technical problem that cannot be resolved through the available 4M Help Center or product documentation.
Prepare the Key Details
A useful ticket should identify the affected product, describe what happened, state when the issue occurred, and provide relevant reference information such as an order ID or transaction hash when appropriate. Clear information can help support teams understand the issue without unnecessary back-and-forth.
Protect Sensitive Information
Never include passwords, private keys, recovery phrases, one-time authentication codes, or other credentials in a support ticket. If a screenshot contains sensitive information, redact it before submission.
For Transaction Issues
For deposits or withdrawals, include the relevant asset, network, transaction hash where available, destination or source context when appropriate, and approximate transaction time. Do not send more information than necessary.
For Trading Issues
For order or position issues, provide the trading pair, order type, approximate execution time, order ID, and a description of the unexpected behavior. Screenshots can help when they do not expose sensitive account information.
For KYC or Account Issues
Describe the verification or account problem without sending unnecessary identity documents unless the official support process specifically requests them. Follow the current KYC and privacy instructions when providing personal information.
Official Contact
The supplied 4M source material lists support@4m.com as an official support email. Users should verify current support instructions on the official 4M website before sending sensitive information.
Response Expectations
This page does not promise a specific response time. Actual handling time can vary according to the issue, verification requirements, transaction conditions, and support workload.
Security Reminder
Be cautious of impersonation and phishing. Official support should never require users to disclose private keys or recovery phrases.