1. Pre-launch contact status
Sovra is not yet accepting customers, transactions, or service complaints. A staffed support operation, official domain, toll-free or phone channel where required, mailing address, complaint tracking system, privacy request route, and named escalation owner must be published before onboarding opens.
2. Planned complaint channels
- Authenticated in-app Help Center with case submission, evidence upload, and status tracking.
- Official support email, web form, mailing address, and phone channel published on the final Sovra domain.
- A dedicated escalation route for unresolved complaints and a separate verified privacy-rights process.
- Accessible support and language assistance appropriate to licensed-state requirements and customer needs.
3. What to include
- Your registered name and a safe contact method.
- A clear description, relevant date and time, dollar or asset amount, network, transaction or order identifier, and desired outcome.
- Screenshots or documents that do not reveal seed phrases, private keys, passwords, passkeys, or one-time codes.
- The existing case number if you are escalating a previous response.
4. Planned response process
Sovra’s internal target will be to acknowledge a complaint within two business days and provide a reasoned response within 30 calendar days, subject to shorter or different deadlines required by applicable state or federal law. Complex investigations or third-party dependencies may require more time, with updates where disclosure is permitted.
Cases will be prioritized by financial harm, security risk, customer vulnerability, regulatory significance, and elapsed time. Evidence, decisions, communications, root cause, and remediation will be retained under the approved record schedule.
5. Escalation and external options
An unsatisfied customer will be able to request review by a designated complaint owner. Privacy requests will follow the Privacy Policy; potential BSA/AML or sanctions matters will be handled without revealing protected reporting or investigative information.
Using Sovra’s process will not remove any right to contact a state regulator, attorney general, court, law enforcement body, the FTC, SEC, CFTC, IRS, or another competent authority. The appropriate forum depends on the issue, asset, service, and state.
6. Urgent fraud or theft
If funds have been stolen or a fraud is underway, immediately contact your bank or payment provider, preserve wallet addresses and transaction hashes, and report the matter to appropriate law enforcement. Do not pay a recovery service that promises guaranteed return of crypto.