Getting help from SOTRU Support
SOTRU Support is a verified contact pinned to the bottom of your sidebar. It's a secure, encrypted channel directly to the SOTRU team.
Open the support channel
Find SOTRU Support in the sidebar
SOTRU Support is pinned at the bottom of the left sidebar. It's always there, regardless of which section of the app you're in.
Click to open the channel
Click SOTRU Support to open your direct, encrypted channel with the SOTRU team.
Send your message
Type your question, describe the issue you're having, or send feedback. The SOTRU team monitors this channel during business hours and responds as quickly as possible.
What support can help with
- Account and login issues
- Vault password and recovery key problems
- Questions about verification (KYC/KYB)
- Credential questions and management — understanding your credentials, checking issuance status, or resolving credential issues
- Billing and plan questions
- Reporting bugs or unexpected behaviour
- Feature requests and product feedback
SOTRU Support and your credentials
SOTRU Support isn't just a help channel — it's also the channel through which SOTRU issues your credentials. When you complete a verification (personal identity, business identity, or bank account), the resulting credential is issued by SOTRU through this channel. This is why you'll see credential issuance messages and activity in your SOTRU Support conversation alongside any support messages you've sent.
This means the SOTRU Support channel also serves as a useful reference point. If you want to check when a credential was issued, or review the details of an issuance event, either scroll through your SOTRU Support conversation history or click on the audit log tab within the Trust Vault on the right.
You can also ask credential-related questions directly in this channel: why a verification hasn't completed, what a specific credential status means, or how to share a credential with a contact. The support team has visibility into credential issuance and can help troubleshoot.
Response times
The SOTRU team typically responds within a few hours. Please feel free to contact SOTRU support at any time. For urgent issues — especially account lockout — message the support channel first and also email support@sotru.io.