Support Centre

Contact Support

We offer the following support channels:

All queries submitted via email are automatically converted into a support ticket. You will receive a confirmation email with your ticket reference number.

Support Categories

Select the category that best describes your issue to find relevant guidance.

Account Issues

Login Problems

If you are unable to log in to your Crestox account:

1. Confirm you are using the email address associated with your registered account.
2. Clear your browser cache and cookies, then try again.
3. Check that your internet connection is stable.
4. If the issue persists, use the Forgot Password option on the login page.

If your account has been suspended or restricted, you will receive an in-platform notification with the reason and next steps. For further assistance, submit a ticket under the category Account Issues → Login.

Password Reset

To reset your password:

1. Click Forgot Password on the login screen.
2. Enter the email address linked to your account.
3. Check your inbox for a reset link — this link is valid for 60 minutes.
4. If you do not receive the email within 10 minutes, check your spam or junk folder.
5. If the email still has not arrived, submit a ticket under Account Issues → Password Reset.

For security reasons, Crestox staff will never ask for your password. Do not share it with anyone.

Account Verification

Crestox is a regulated investment platform. Identity verification (KYC) is mandatory before you can purchase fractals, list artworks, or access the secondary marketplace.

What you will need to provide:

• A valid government-issued photo ID (passport or national ID card)
• Proof of address dated within the last 90 days

Verification timelines:

• Standard verification is completed within 3 business days.
• If your submission is incomplete or documents are unclear, you will be notified by email with instructions to resubmit.

If your verification has been pending for more than 3 business days without a status update, submit a ticket under Account Issues → Verification.

Payments & Wallet

Failed Payments

A payment may fail due to insufficient funds, a card limit, or a temporary block applied by your bank. If your payment did not go through:

1. Check your bank or card statement to confirm whether funds were debited.
2. If funds were debited but your order was not confirmed, do not attempt the payment again — submit a ticket immediately under Payments & Wallet → Failed Payment and include the transaction date, amount, and any reference number visible on your bank statement.
3. If funds were not debited, verify your card details and retry. If the issue persists, contact your bank or try an alternative payment method.

Crestox will not be held responsible for charges applied by your bank or payment provider.

Refunds

Refund eligibility is governed by the Crestox Refund Policy and applicable consumer protection law.

Primary market purchases (fractals bought directly from a listing): Refunds are not available once a fractal purchase is confirmed, as ownership is transferred immediately upon settlement. If you believe an error occurred during your transaction, submit a ticket under Payments & Wallet → Refund Request within 7 days of the transaction date.

Secondary market purchases: All secondary market transactions are final. Crestox does not facilitate refunds for peer-to-peer fractal trades.

Exceptions: Refunds may be processed at Crestox's discretion in cases of verified platform error, duplicate charges, or where required by applicable law.

Wallet Balance

Your Crestox wallet reflects funds deposited for investment, pending settlements, and proceeds from fractal sales.

• Deposits are typically reflected within 1–2 business days, depending on your payment method.
• Withdrawal requests are processed within 3–5 business days to your verified bank account.
• Pending amounts are funds held against open orders or awaiting settlement confirmation.

If your wallet balance appears incorrect, do not attempt any transactions. Submit a ticket under Payments & Wallet → Wallet Balance with a description of the discrepancy.

GST Invoices

GST invoices are automatically generated for all eligible transactions and made available in your account under Settings → Transaction History → Invoices.

If you require a corrected invoice or have not received one for a completed transaction, submit a ticket under Payments & Wallet → GST Invoice and include the transaction date and order reference number.

Collectors

Buying Fractals

To purchase fractals:

1. Browse or search for artworks on the platform.
2. Select an artwork and review its details, grade, and current fractal pricing.
3. Choose the number of fractals you wish to purchase.
4. Complete the transaction through your Crestox wallet or linked payment method.

Purchases are matched automatically from the lowest available listing price. Both primary listings (from the platform) and secondary listings (from other collectors) may be active simultaneously. You will always see the price per fractal before confirming your purchase.

Purchasing fractals constitutes a financial decision. Fractal values may increase or decrease. Past performance is not indicative of future results. Please review the Crestox Risk Disclosure before investing.

Selling Fractals

To list your fractals for resale on the secondary marketplace:

1. Navigate to My Portfolio.
2. Select the artwork whose fractals you wish to sell.
3. Choose the number of fractals and set your listing price per fractal.
4. Confirm the listing.

Your listing will be visible to other collectors immediately. Sales are automatically matched to buyers selecting the lowest available price. Once sold, proceeds will be credited to your Crestox wallet.

Platform fees applicable to secondary sales are set out in the Fee Schedule.

Ownership Certificates

Upon purchasing fractals, you are entitled to a digital ownership certificate confirming your participation in that artwork.

Certificates are accessible under My Portfolio → [Artwork Name] → Certificate.

If your certificate has not been issued within 48 hours of a confirmed purchase, submit a ticket under Collectors → Certificates.

Ownership certificates represent fractional participation in an artwork portfolio and do not confer physical possession of, or exclusive title to, any artwork.

Watchlists

You can add artworks to your Watchlist to track performance and receive updates on price movements and availability.

To add an artwork to your Watchlist, click the Watch icon on any artwork listing page. You can manage and review your Watchlist under My Account → Watchlist.

Artists

Profile Approval

All artist profiles on Crestox are subject to review before becoming publicly visible. This process upholds the quality and credibility of the platform.

To submit your artist profile:

1. Complete all required fields in My Profile.
2. Upload supporting documentation (portfolio, identification, provenance records where applicable).
3. Submit for review.

Review times are typically within 3 business days. You will be notified of approval or rejection by email. If rejected, the notification will include the specific reason and guidance on how to resubmit.

If you have not received a decision within 5 business days of submission, submit a ticket under Artists → Profile Approval.

Artwork Approval

Each artwork submitted to Crestox is individually reviewed by the Crestox team for authenticity, metadata completeness, and compliance with platform standards before it is approved for listing.

Submission requirements include:

• High-resolution images of the artwork
• Title, medium, dimensions, and year of creation
• Provenance documentation where available
• Artist statement (optional but recommended)

Artwork submissions are reviewed within 5 business days. If additional information is required, you will be contacted by the review team. If your submission has been pending for more than 5 business days without a status update, submit a ticket under Artists → Artwork Approval.

Pricing Review

Artwork valuations and fractal pricing are determined through Crestox's internal grading and pricing process. Artists may request a pricing review by submitting a ticket under Artists → Pricing Review, along with any supporting documentation (recent appraisals, auction records, or comparable sales data).

Crestox reserves the right to set final listing prices based on its internal assessment methodology.

Royalties

Artists may be entitled to royalties on secondary market transactions for their artworks, subject to the terms agreed at the time of listing.

Royalty statements and payment histories are available under My Account → Earnings → Royalties.

Royalty payments are processed on a monthly basis. If you believe a royalty has not been correctly calculated or paid, submit a ticket under Artists → Royalties within 60 days of the transaction date, including the relevant artwork and transaction references.

Curators & Owners

Permissions

Curators act on behalf of artists with the artist's explicit authorisation. Before a curator can manage an artist's listings, both parties must complete the Crestox authorisation process.

To initiate or modify curator permissions:

1. Navigate to My Account → Curator Permissions.
2. Follow the prompts to link or unlink a curator.

If you are experiencing issues with permissions not reflecting correctly, submit a ticket under Curators & Owners → Permissions.

Verification

Curators and Owners are subject to the same identity verification requirements as all platform users. In addition, Curators must provide evidence of authorisation from the relevant artist.

Owners who are organisations (companies, trusts, estates) must additionally provide:

• Company registration documents or equivalent
• Evidence of legal title to the artwork(s) being listed

Submit verification documents through My Account → Verification. Review is completed within 5 business days. If further documentation is required, you will be contacted by email.

Revenue Sharing

Revenue sharing arrangements between Owners, Curators, and Artists are governed by the agreement entered into at the time of listing. All revenue sharing terms must be confirmed in writing before any artwork is approved for listing.

To review your current revenue sharing arrangement, navigate to My Account → Earnings → Revenue Share.

If you have a dispute regarding a revenue sharing calculation, submit a ticket under Curators & Owners → Revenue Sharing within 60 days of the relevant payment date.

Submit a Ticket

Use the form below to raise a support request. All fields marked with an asterisk (*) are required.

Priority Guidance:

• Critical — Your account is compromised, funds are at risk, or you are unable to access the platform entirely.
• High — An active transaction is affected, or you are experiencing a significant issue that is blocking you from using core platform features.
• Standard — General queries, informational requests, or non-urgent issues.

Misclassifying a ticket priority does not affect your place in the queue but may delay an accurate first response. Our team reserves the right to re-prioritise tickets based on actual severity.

Track Your Tickets

Once submitted, you can monitor the status of all your support requests under My Account → Support → My Tickets.

If a ticket is marked Resolved but your issue remains unresolved, you may reopen it within 7 days of the resolution date by replying to the ticket notification email.

Service Level Commitments

Crestox aims to respond to all support tickets within the following timeframes, measured from the time of submission.

Response time targets are not guaranteed service levels and may be affected by submission volume, public holidays, or force majeure events. Crestox will endeavour to communicate any expected delays.

Complaints & Escalations

Crestox is committed to resolving all support issues fairly and efficiently. If you are not satisfied with the resolution of a ticket, you may escalate your concern as a formal complaint.

How to Raise a Formal Complaint

Submit your complaint in writing to complaints@crestox.com with the subject line "Formal Complaint — [Your Ticket Reference Number]".

Your complaint must include:

• Your full name and registered email address
• The original ticket reference number(s)
• A clear description of your grievance and the resolution you are seeking

Complaints Handling Process

If we are unable to resolve your complaint within 30 business days, we will write to you with a status update and an estimated resolution date.

Your Rights

Raising a complaint with Crestox does not affect your rights under applicable consumer protection legislation. If you remain dissatisfied following our final decision, you may seek recourse through the appropriate regulatory authority or dispute resolution body in your jurisdiction.

Crestox does not engage in any practice that discourages or penalises users for raising legitimate complaints.

Legal Notices

• Crestox fractals represent fractional participation in an artwork investment portfolio and are not equivalent to direct ownership of any physical artwork.
• Investing in fractals carries financial risk. The value of fractals may go down as well as up. You may receive back less than you invest.
• Nothing on this Support page constitutes financial, legal, or investment advice. You should obtain independent professional advice before making any investment decision.
• Crestox complies with applicable data protection law. For information on how we process your personal data, please refer to our Privacy Policy.
• For full platform terms, refer to the Terms of Service.

Last updated: June 2025 | Crestox Platform