How to submit support ticket from the APP, web or web widget correctly?

  You can click on the web widget located in the bottom right corner of our official website or the support page to submit a  support ticket. 

For miners：

Step 1

Choose "After-sale/Technical support" category.
*Do not choose "Others" if you need technical support or you have any miner related issues.

Step 2

If you haven't logged in your email, you need to provide your email address here. 

Please enter some "keywords" related to your request in “Subject", and the system will provide you with some suggested articles. We recommend reading them first to see if they can help you resolved your issue.

Step 3

Please choose "where did you buy your miner/watch".

NOTE: If you choose "Goldshell Shop", you must input a valid order number in "#order".

Step 4

If what you bought are miners, then you can choose "Your miner Series" and "Miner Type".

Step 5

Choose whether your miner can be powered on. This means whether the miner shows any response when connected to power or if, due to a burnt connector, you are unable to supply power to the miner.

Step 6

Choose whether you can find miner's IP on find.goldshell.com. 

If your answer for "Can the miner power on" is "No", then you can describe your issue in "Description", then attach necessary files to "Attachments" and click "Submit".

Step 7

If your answer for "Can you find miner's IP on find.goldshell.com" is "Yes", then choose whether you can enter the miner dashboard.

If your answer for "Can you find miner's IP on find.goldshell.com" is "No", then you can describe your issue in "Description", then attach necessary files to "Attachments" and click "Submit".

Step 8

If your answer for "Can you enter the miner dashboard" is "Yes", then please choose your issue (to receive an efficient response, please choose your issue correctly). Please provide more details in "Description".

If your answer for "Can you enter the miner dashboard" is "No", then please describe your issue in "Description" and attach necessary files.

For watches:

Step 1

Choose "After-sale/Technical support" cateory.
*Do not choose "Others" if you need technical support or you have any miner related issues.

Step 2

If you haven't logged in your email, you need to provide your email address here.

Please enter some "keywords" related to your request in "Subject", and the system will provide you with some suggested articles. We recommend reading them first to see if they can help you resolved your issue.

Step 3

Please choose "where did you buy your miner/watch".

NOTE: If you choose "Goldshell Shop", you must input a valid order number in "#order".

Step 4

If what you bought are watches, then you can choose "E-Goldshell Watch". 

Step 5

Choose whether your watch can be powered on.

Step 4 

If your answer for "Can the watch power on" is "Yes", then choose if the watch can connect to Goldshell Zone.

Then you need to answer the question of "What is the model and system version of the phone you use to connect to the watch?" and you can describe your issue in "Description", then attach necessary files to "Attachments" and click "Submit".

If your answer for "Can the watch power on" is "No" or "Never used", then you can describe your issue in "Description", then attach necessary files to "Attachments" and click "Submit".

  You can access the chat bot interface by clicking on the icon located in the top right corner of the Goldshell Zone support homepage on your mobile device.

  You can enter relevant keywords to seek assistance in the following five areas:

1.After-sales/Technical support: You can click on it to solve any issues related with after-sales or technical support.

2.Shipping: You can click on it to know more about your shipping status or tracking number.

3.Payment: You can click on it to solve any issues related with your payment.

4.Check my ticket: You can click on it to check your ticket status or all your ticket lists by entering your email or ticket ID.

5.Others: You can click on it to know more about situations that are not covered by the four scenarios mentioned above.

  For example, if you want to ask for help about After-sales/Technical support ticket, such as "connectors are burnt or the miner cannot power on" ect, you can enter "I need help; My miner doesn't work; Miner stops working; Miner is dead" to continue the conversation with robot.

  Besides, if you want to ask for help about shipping status or tracking number ect, you can enter "Check my order status; Shipping status; Is there any update on my order?; tracking number" to continue the conversation with bot.

Notes: 

  You can enter any key words mentioned above or any other information to restart the process again, unless your ticket has already been submitted to us.