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Support runs from inside the app, so a request already knows who you are and which space you are in.

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Live chat

Chat is the fastest route. It runs in Zendesk Messaging’s own widget, rendered inside the app. Two things follow from how it is wired, and both are worth knowing:
  • Your conversation does not pass through Buburuza. Messages travel between your browser and Zendesk directly. Buburuza’s part is a single signed token that tells the widget who you are, so the conversation is never anonymous and is filed under the same person your tickets are.
  • You are already identified. You do not sign in again, and the agent does not have to establish who you are before helping.
Never paste credentials, recovery codes, or one-time codes into chat. Support will never ask for them.

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Tickets

A ticket is the right route when chat is not. It suits anything that needs investigating, anything you want a written record of, and anything where the answer will take longer than a quick exchange.
1

Open a ticket

Describe what happened and what you expected. If it concerns a specific payment, include its identifier from your transaction list.
2

Follow it

Your tickets are listed in the app with their current state; open any one to read the history.

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Phone and email

The app publishes the support phone number with its opening hours, and an email address. Both are shown alongside the current availability, so you know whether to expect an answer now or to leave a ticket.

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Before you write

Two things make a support request resolvable on the first reply:
  • The identifier. A payment’s id from your transaction list locates the exact record.
  • What you expected. The gap between what happened and what you expected is usually the whole answer.

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What support cannot do

Some limits are structural rather than a matter of policy:
  • Reverse a settled payment. Once money has left over a rail, recall follows that rail’s own rules.
  • Restore an account with no credentials and no recovery codes. Recovery codes exist for exactly this, which is why they are issued once and worth storing carefully.
  • Change a verification decision. Verification is performed by a licensed provider. Where more evidence is needed, you are told what to submit.
  • Confirm whether a regulatory report exists. Nobody can tell you this — see Compliance and security.

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Where to find it

Chat, tickets, and the current availability are all reached from the help area of the app.