ONUS official channels with Coinnow’s understanding

1. Website: https://goonus.io

2. Facebook

Facebook Fanpage: ONUS
Face Group: Vietnam ONUS Community

3. Telegram

Disclosure channel: ONUS Newsroom
Channel for exchange, discussion and support for Vietnamese users: ONUS Vietnam Official
Channel for exchange, discussion and support for international users: ONUS Global Official

4. Twitter: @ONUSFinance

5. Youtube: ONUS

ONUS customer care channels

• ONUS Support Center:  https://support.goonus.io/hc/
• Facebook Fanpage: ONUS
• Facebook Group: Vietnam ONUS Community
• Telegram channel for exchange, discussion and support:  ONUS Vietnam Official
• Hotline:  1900 636541

Customer Care Policy

• Working time

Official working time: 8AM – 22PM

All days of the week, including weekends and public holidays.

• Policy for handling, answering, and taking care of customers

Please contact the support channel that best suits your case for the fastest resolution.

A. For questions, answers, user manuals and policies and programs at ONUS, please contact our Fanpage or Hotline.

B. For problems with account verification (KYC) errors, transaction errors, system errors, account lockouts, etc.  Please handle it through a support request (Ticket) on the app or ONUS website (will be detailed in the following section).

Submit a support request (Ticket) on the ONUS app

1. On the main screen, select Support at Applications

2. Select Create Ticket/icon (in the upper right corner of the screen) to create a request

3. Fill in the support request information

• Problem classification: Search and select problems proposed by ONUS, such as:

– Error buying/selling VNDC: Issues and questions related to VNDC buying or selling transactions, either directly or through a partner. For example:  Buy VNDC that has been transferred but not received VNDC, etc.

– On-chain transaction error: Issues and questions related to transfers, withdrawals from ONUS wallets to wallets at other exchanges, or vice versa. Example:  Transferred money to another wallet but not received..etc..

– Conversion error: Issues and questions related to coin, share conversion transactions..v.v. For example:   Exchange rate change, transaction error, cannot match order..etc.

– Change account information, KYC: Problems, questions, requests to change information  and account verification. For example:  Change referrer, account KYC request..etc.

– P2P transaction error: Issues and questions related to policies and transactions on the P2P trading system. For example:   Order matched but not received coin, sold but account did not receive money, etc..

– Other issues: Issues not covered by the above scope.

• Transaction ID (optional): The transaction code is displayed on the transaction details. Example: VNDC123456789
• Title: Briefly state the problem encountered

For example: “Account KYC required”, “Remitted but not received VNDC”, “On-chain transfer but not received”..etc.

• Description: Describe in detail your questions, problems, and requests so that the support staff can resolve them as quickly as possible.

For example: “I have transferred xxx USDT to xxx wallet, ONUS account has deducted money but my other wallet has not received”, “I have KYC account but it was rejected. I request to verify my account”..etc.

• Attached image (optional): Please attach a picture of the problem. For example:  Transaction photo, error screenshot..etc.

4. Click Create Ticket

Tickets will be sent to the ONUS Support Center and processed within 72 hours.

Track support request responses

1. On the main screen, select Support at Applications

2. The default screen shows tickets in the state Opening

Besides, you can filter requests (tickets) by status Open/Processing/Close/Processed/All.

3. Select and press the request (ticket) you want to see. Here you can view the details of the delivery time, sent information and detailed response from Customer Care.

Note:

• Your request will be processed in up to 3 days (72 hours), from the last response time, in order from old to new. Therefore, you should note not to create many new tickets and continuously respond to an issue to avoid losing information and being pushed back in the processing order.
• In addition, your support requests will also be confirmed and responded to via the email registered at ONUS.

Sending a support request via the website is similar, you just need to visit  https://support.goonus.io/hc/  and send information to us like the steps above the application.