Support and complaints

Contact support@credium.com or use livechat in the app. For a formal complaint, put “Complaint — Canada” in the subject and provide your order or route reference, the issue and the outcome you seek. Do not send passwords, private keys or seed phrases.

We record the complaint, acknowledge it and refer it to the responsible team for investigation. Our service target is acknowledgement within two business days and a reasoned response within fifteen business days. If we need more time, we explain why and provide the next expected update, unless a legal restriction prevents disclosure. Business days for these service targets are Vancouver business days, excluding local public holidays.

Complaint handling is free. These company targets do not replace a shorter mandatory legal deadline or limit your right to contact a competent authority or court. FINTRAC's role concerns compliance with Canada's financial crime framework; its registration is not a customer compensation or commercial dispute-resolution scheme.