How We Can Help
Our support team is available to assist with all aspects of the PIP Agency platform — from your first visit through to the resolution of your case. We aim to respond to all support enquiries within 2 business days.
Claim Submission
Step-by-step guidance on completing your claim submission, what information to provide, and what documents to attach.
Case Status
Help understanding what your current case status means and what to expect at each stage of the review process.
Technical Issues
Assistance with wallet connection problems, upload errors, and any technical difficulties using the platform.
General Questions
Any questions about how PIP Agency works, our processes, fees, timelines, or eligibility that aren't answered on our FAQ.
Claim Questions
The following answers address the most common questions about the claims process. For anything not covered here, contact us directly.
Do I need to create an account to submit a claim?
Yes. Authentication is done via your blockchain wallet — no password or email registration is required. Connect your wallet on the Submit page to begin.
Is there a fee to submit a claim?
No. Submitting a claim is completely free. If applicable fees arise at any later stage, you will be informed in advance and must give explicit consent before proceeding.
How long does it take to review my claim?
After submission you will receive acknowledgement within 2 business days. Full review timelines vary by case complexity, typically ranging from 2–8 weeks.
What happens after I submit?
Your case undergoes a preliminary eligibility review. If additional information is needed, we will contact you. You will receive written updates at every significant stage.
Can I submit more than one claim?
Yes. If you have experienced losses across multiple platforms or in separate incidents, you may submit a separate claim for each.
Does submitting a claim guarantee recovery?
No. Submission initiates a structured review. Recovery depends on the nature of the case, the evidence available, and factors beyond our control.
More detailed answers are available on our FAQ page, including eligibility criteria, documentation requirements, and the full review process.
Checking Case Status
Once you have submitted a claim, you can check its current status at any time through your dashboard. Each status reflects where your case is in the review pipeline.
| Status | Meaning |
|---|---|
| Pending | Your submission has been received and is awaiting preliminary review. |
| Reviewing | A reviewer has been assigned and is actively assessing your case. |
| Payout in Progress | A recovery pathway has been identified and funds are in process. |
| Resolved | Your case has been concluded. A summary has been sent to your email. |
| Rejected | Your case did not meet eligibility criteria. See your case notes for details. |
Access your dashboard at any time by connecting your wallet on the Check Status page. All case communications are logged and visible in your case timeline.
Technical Support
Wallet Connection Issues
- Ensure your wallet extension (MetaMask, WalletConnect, etc.) is up to date
- Try refreshing the page and reconnecting your wallet
- Check that your wallet is connected to a supported network
- Disable browser extensions that may interfere with wallet connections and retry
- Try a different browser (Chrome or Firefox recommended)
File Upload Issues
- Supported formats: PDF, JPG, PNG, DOCX (max 20 MB per file)
- Ensure your file name contains only standard characters (no special symbols)
- Try compressing large files before uploading
- If an upload fails repeatedly, attach the file in a follow-up email to support
Submission Errors
If you encounter an error when submitting your claim, note the error message and contact support with your wallet address and a description of what happened. We will investigate and respond within 2 business days.
Response Times
Our support team operates Monday to Friday, 09:00–17:00 UTC. We aim to respond to all enquiries within the following timeframes:
| Enquiry Type | Target Response |
|---|---|
| Claim acknowledgement | Within 2 business days |
| General support queries | Within 2 business days |
| Technical issues | Within 2 business days |
| Urgent security concerns | Within 24 hours |
| Formal complaints | Within 5 business days |
How to Reach Us
General Support