FTX Claims Support: Where to Get Help
Navigating the FTX bankruptcy claims process can be complex, but you don't have to figure it out alone. This guide outlines the official support channels available to creditors and how to use them effectively.
Official Support Channels
Primary Support Options
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Claims Portal Help
- Access: Through the official ftx.com/login portal
- Best For: Account-specific questions, claim status checks, and portal navigation help
- Response Time: Typically 3-5 business days
-
Kroll Support Email
- Email: ftxquestions@kroll.com
- Best For: General process questions, documentation requirements, timeline inquiries
- Response Time: Typically 3-7 business days
-
Court-Appointed Claims Agent
- Website: cases.ra.kroll.com/FTX
- Best For: Official document downloads, court filings, case updates
- Features: Email notification sign-up available for case updates
Specialized Assistance
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KYC Support
- Email: KYC-Support@ftx.com
- Best For: Identity verification issues, document submission problems
- Note: Only contact for KYC-specific issues
-
Distribution Partners Support
- BitGo: ftxcreditors@bitgo.com
- Kraken: Available through the Kraken onboarding process
- Best For: Questions about distribution mechanisms once approved
How to Get the Most Effective Support
Before Contacting Support
-
Check the FAQ Section
- Location: Available on the claims portal and Kroll website
- Coverage: Addresses common questions about claim filing, documentation, and timelines
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Review Recent Updates
- Check the News section of the claims portal
- Review recent court filings for the latest information
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Prepare Your Information
- Have your claim number ready
- Collect relevant screenshots or documentation
- Note specific error messages you've encountered
Writing Effective Support Requests
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Be Clear and Specific
- Include your claim number in the subject line
- Describe the exact issue you're experiencing
- Mention steps you've already taken to resolve it
-
Provide Necessary Details
- Include your full name as registered
- Specify which aspect of the claims process you need help with
- Attach relevant screenshots (but never share passwords or private keys)
-
Ask Direct Questions
- Formulate clear, specific questions
- Number multiple questions for easier reference in replies
Common Support Topics & Where to Direct Them
Claim Filing & Amendments
-
New Claim Questions
- Direct to: ftxquestions@kroll.com
- Include: Account details, claim type questions
-
Amending an Existing Claim
- Direct to: Support through the claims portal
- Include: Your claim number, specific changes needed
Account Access Issues
-
Login Problems
- Direct to: Support through the alternate login help form on ftx.com
- Include: Username/email address, specific error messages
-
Account Linking Issues
- Direct to: Support through the claims portal
- Include: All relevant account identifiers
Distribution Questions
-
Payment Timing
- Direct to: ftxquestions@kroll.com
- Note: Specific timelines are determined by court approval
-
Distribution Method Selection
- Direct to: Support through the claims portal
- Include: Your preferences and any specific questions
Expected Response Times & Escalation
-
Standard Response Window
- First Response: 3-7 business days
- Resolution: Depends on complexity of issue
-
When to Follow Up
- No response after 7 business days
- If you receive a response that doesn't address your question
-
How to Follow Up Effectively
- Reference previous ticket/email number
- Include the history of communication
- Politely request escalation if needed
Community Resources (Use with Caution)
While official channels should be your primary resource, these community options may provide general guidance:
- Official Committee of Unsecured Creditors website: ftxcreditorcommittee.com
- Legal resources provided by various law firms representing creditor groups
Important: Always verify information from community sources against official communications.
A Note on Response Times
Support teams are handling a high volume of inquiries from creditors worldwide. While they strive to respond promptly, complex questions may take longer to address. Please be patient and avoid sending multiple requests about the same issue, as this may further delay response times.
Remember that all official support will come from the email domains listed in our Legitimate FTX Emails guide and will never ask for your private keys, seed phrases, or cryptocurrency transfers.