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Help center How Do I Submit a Support Request?

How Do I Submit a Support Request?

If you need help with your Atlas Balance account, you can contact our support team directly from your dashboard.

From the sidebar navigation, click Get Help.

get help

Fill in the form:

  • What do you need help with? – Choose whether you’d like to ask a question or file a complaint.
  • Subject of the request – Add a short, clear title for your issue.
  • Explain what you need help with – Include as much detail as possible so we can understand what happened and assist you quickly.

If needed, click Upload Attachment to add screenshots or files related to your request.

When you’re ready, click Submit Request. Our team will review your message and get back to you as soon as possible.

Once your request is submitted:

  • You’ll see a confirmation that your message has been received.
  • Our support team will review your request and may reach out if they need more details.
  • You’ll get a reply by email with updates or a resolution.

Complaint Handling and Resolution Times (SLA)

Atlas Balance treats all complaints and inquiries with high priority. Depending on the type of request:

  • General Inquiries: You’ll receive an acknowledgment within five business days, and we aim to resolve it as quickly as possible.
  • Operational Complaints: You’ll receive an acknowledgment within five business days, and we aim to resolve it within 15 business days.
  • Executive Complaints: You’ll receive an acknowledgment within five business days. We will also notify our issuing partner (Stripe) within one business day and await their guidance before continuing with you.

All complaints are logged for tracking and reporting, and none are deleted for audit reasons.

Still stuck? We’re here to help.

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Atlas.md is not a bank. Atlas.md partners with Stripe Payments Company for money transmission services and account services with funds held at Fifth Third Bank N.A., Member FDIC. Atlas Balance Visa® Commercial cards are powered by Stripe and issued by Celtic Bank.

Stripe Treasury Accounts are eligible for FDIC pass-through deposit insurance if they meet certain requirements. The accounts are eligible only to the extent pass-through insurance is permitted by the rules and regulations of the FDIC, and if the requirements for pass-through insurance are satisfied. The FDIC insurance applies up to 250,000 USD per depositor, per financial institution, for deposits held in the same ownership capacity. Neither Stripe nor Atlas.md are an FDIC insured institution. The FDIC's deposit insurance coverage only protects against the failure of an FDIC insured depository institution. READ MORE