Crypto.com Introduction
What is Blockchain?
Blockchain is a decentralized and immutable digital ledger that is distributed across an entire peer-to-peer (P2P) network using cryptography.
Where can we raise a ticket if the customer has a missing deposit?
(Not Specific Name of ticket)
Jira Ticket
What conversation status should you use if there is an ongoing ticket on the customers account?
Escalated
What is Holistic Review?
Checklist to ensure that the customer's information is accurate and up-to-date. By conducting this review, you double-check crucial details to prevent errors while maintaining account security and compliance.
If the customer Card is Lost/Stolen, what would be the first step?
What are the responsibilities of the Chargebacks Team?
CDC Card Issues- Dispute, Pre authorization hold queries, Troubleshooting declines/unsuccessful CDC card transactions, Negative balances
CDC Card reissuing/closure quires and more
(See the Internal Teams in KB)
If you are unsure and want to clarify the concern what ticket will you raise?
Back Office SME - Helpdesk Manila Ticket
If you raise a Jira Ticket today (December 28) How long and When should you snooze the conversation?
5 days - January 2,2026
What process is the Holistic Review Mandatory?
Account Updates, such as email, name,phone or address change;
Card Applications/Address verification
The customer from the EU wants to close their card and decides to transfer the remaining funds on their bank, How much is the fee that they will pay?
What is 2FA? Explain
Two Factor Authentication - provides extra security. In addition to a password and username, customers use a code generated by an application or delivered to their phone via text message.
Where in OPS Panel can you check the customers Balance?
Compliance Panel > Right Side Balance Overview
If the Jira team requests more information from the customer, you should ask the customer and await their response. What conversation status should you use?
Pending Customer
If the Information that was provided to the escalation team wasn't enough or they simply requested more information, the customer shoulder be contacted again the status should be changed to "Pending Customer"
What are the Accepted Proof of Address Documents?
Accepted Proof of Address Documents
In what scenario where the customer pay a fee for Card reissuing?
Lost/Stolen CDC Card
What qualifies as a crypto withdrawal from the Crypto.com App?
A crypto transaction sent to an external wallet.
If the customer is contacting us via an unregistered email address and wants to revoke the trusted device on their account, What authentication method should we use?
What is the Estimated Delivery Time (Business Days) if the customer request a card from LATAM?
14-19 Business Days
What case regardless of the communication channel does require authentication?
2FA Reset
The customer contacts us about the failed transaction with their card, as per checking the OPS you found out that the error was "Purchase Declined (Payments Service Description Limit Violated),(Declined Reason shows - PIN Data Required). What should you do?
Ask the customer to perform a PIN transaction. (Insert the card chip in POS, which will prompt a PIN request upon payment or make an ATM withdrawal, which will also reset this limit)
Check the Crypto.com Transaction Error codes & Description
Provide at least 3 information that the customer can provide when registration on their Crypto.com App.
Full legal Name
Mobile number
Email Address
Personal Document
What are the mandatory field in Conversation Attributes?
Issue Type
Conversation Status
User Qualifications
If the customer asks about to Change their Crypto.com Credit card pin. What should you do?
Route the customer to Bread by sending the macro #US Credit Card - Out of Scope
Thanks for reaching out to us.
For any questions related to your credit card account, please call (844) 271-2626 (TDD/TTY: 1-888-819-1918)
Which Fields are mandatory when creating a Customer Identication Case Via OPS?
Intercom Conversation Link and Purpose
If the customer has a Damaged Crypto.com Card and send the picture containing a bank card details, what should you do?
Raise a CC Picture Removal Jira ticket