When you need help, Cobre offers multiple support channels designed to get you answers quickly. The portal includes a built-in support system that automatically captures relevant context about your issue, plus direct email support for situations where you're not logged in. This guide covers how to get help, what information to include, and how to track your requests.
Getting Support Through the Portal#
Submitting a support ticket directly from the portal is the fastest way to get help. When you create a ticket from within the portal, your account information and the relevant resource details are automatically included—so the support team can start investigating immediately without back-and-forth questions.Submitting a Ticket from a Specific Resource#
If your issue relates to a specific transaction, payment, account, or counterparty, submit your ticket directly from that resource's detail page. This approach automatically links your ticket to the exact item in question.1.
Navigate to the detail page of the resource you need help with (for example, a specific money movement or account).
2.
Click the three-dot menu (kebab icon) in the top-right corner of the screen.
3.
Select the support option. A side panel will open with a form that's already pre-filled with the resource ID.
4.
In the description field, briefly explain the issue. Be specific and keep it concise—one or two sentences describing what happened or what you need is usually enough. Since the resource ID is already attached, the support team will have full visibility into the transaction or movement details.
5.
Click Submit to send your ticket.
Submitting a General Support Ticket#
For questions or issues that aren't tied to a specific resource—like general platform questions, feature requests, or account-level inquiries—you can submit a ticket from anywhere in the portal.1.
Click the Support Icon in the top header, next to your avatar. This icon is available on every page.
2.
A side panel will open with a general support form.
3.
Describe your issue or question clearly. If your inquiry does relate to a specific resource, you can manually include the resource ID for faster resolution.
4.
Click Submit to send your ticket.
Getting Support via Email#
If you're unable to access the portal or prefer email, you can reach the support team directly at soporte@cobre.co.When contacting support by email, be sure to include:The transaction or movement number related to your issue
A clear, specific description of the problem
Your company name and the email associated with your Cobre account
Tracking Your Tickets#
After you submit a support ticket—whether through the portal or email—all updates are sent directly to your email. The support team manages your request through Cobre's internal system, so you'll receive notifications as your inquiry progresses toward resolution.Tip: The more specific you are when describing your issue, the faster the support team can help. For transaction-related problems, always include the transaction ID—either by submitting from the resource detail page (which does this automatically) or by adding it manually in your description.
Quick Reference#
| Support Channel | Best For | What's Included Automatically |
|---|
| Ticket from resource detail | Issues with a specific transaction, payment, or account | Resource ID, your account info |
| General portal ticket | Platform questions, feature requests, account inquiries | Your account info |
| Email (soporte@cobre.co) | When you can't access the portal | Nothing—include all details manually |
Need More Help?#
Use the Support Icon in the portal header for general inquiries
Navigate to the specific resource and use the three-dot menu for transaction-specific issues
