Support
How to contact Notch, what we can help with, and how to manage or delete your account.
How to contact us
For all support enquiries, please email support@notch.win. We aim to acknowledge every message within one business day and to provide a substantive response as soon as reasonably practicable.
What to include in your message
To help us assist you faster, please include the following information where applicable:
- The email address or phone number associated with your Notch account
- A clear description of the issue, including the steps you took before encountering it
- The date and approximate time the issue occurred (with your time zone)
- The device and operating system you were using (for example, iPhone 15 / iOS 18, or Chrome on macOS)
- Any relevant transaction identifiers, wallet addresses, or order references
- Screenshots or screen recordings illustrating the issue, where possible
What we can help with
The Notch support team can assist with, among other things:
- Account access, verification, and security
- Deposits, withdrawals, and balance enquiries
- Questions about trading on the Perp DEX Protocols accessible through Notch
- Notch Points (NP), referrals, and rewards
- Bug reports and feature requests
- Questions about our Privacy Policy or Terms of Use
What we cannot help with
Notch does not provide investment, legal, tax, or financial advice. We are also unable to reverse on-chain transactions once they have been confirmed by the relevant blockchain network. If you believe you have been the victim of fraud or a scam, please contact us immediately so that we can take any action available to us and, where appropriate, escalate the matter to law enforcement.
Security reports
If you have identified a potential security vulnerability affecting Notch, please report it to support@notch.win with the subject line "Security Report". Please do not publicly disclose the vulnerability until we have had a reasonable opportunity to investigate and remediate it.
Operating hours
Notch support operates remotely across multiple time zones. While we monitor support enquiries continuously, response times may be longer outside standard business hours (09:00 – 18:00 UTC, Monday to Friday) and on public holidays.
Delete your Notch account
To delete your Notch account and associated data, submit the form below or email support@notch.win from the email address linked to your account, with the subject line "Delete Account."
We process deletion requests within 30 days.
What gets deleted
Upon confirmed deletion, we remove:
- Account email and login credentials
- User ID and device identifiers
- App usage logs and analytics history
- Referral history and program participation data
What we cannot delete
Notch is a non-custodial application. The following data is not stored by Notch and cannot be deleted by us:
- Your blockchain wallet, private keys, and onchain transaction history
- Any cryptocurrency held in your self-custodial wallet
- Any onchain positions or trade history on Tail.trade or other protocols
To stop using your wallet entirely, export your keys via Settings → Security → Export Keys in the Notch app, then uninstall.
Submit a deletion request
Questions
Email support@notch.win.