If you run into a problem while using CAEX, several channels are available to reach the support team. This guide lists the official channels, when to use each, and what to prepare so you can be helped as quickly as possible.
FRAUD WARNING
Only contact CAEX through the official channels listed below. CAEX staff will never ask for your password, OTP, or wallet recovery phrase, and will never ask you to transfer assets to resolve an issue. Be wary of accounts impersonating CAEX on social media.
Official support channels
| Channel | Contact details |
|---|---|
| Domestic hotline | 1900 999968 |
| International hotline | +84 (028) 8385 9968 |
| support@caex.com.vn | |
| Live chat | In the CAEX app or website |
| Submit a request | Through the CAEX Help Center |
Choosing the right channel for your situation
| Situation | Channel to use |
|---|---|
| A quick question or simple task | Live chat in the app or website |
| A general question or for emergency lock account | Hotline |
| You need to attach receipts or screenshots | Live chat, Email, or submit a request via the Help Center |
| An issue needing multi-step follow-up | Email or Submit a request via the Help Center for a tracking number |
What to prepare before contacting support
Providing complete information upfront helps the support team resolve your issue faster. Depending on the type of issue, prepare the following:
Account or KYC issues
• The phone number you registered with
• A brief description of which step you are stuck on
• A screenshot of the error message, if any
Deposit or withdrawal issues
• The transaction type: deposit or withdrawal, VND or crypto asset
• The amount or quantity and the time it was made
• For crypto transactions: the blockchain transaction ID (TxID)
• For VND transactions: the bank transfer receipt
Trading issues
• The trading pair and order type
• The time the order was placed
• A screenshot of the order or error message