Very happy of the customer support team, they quickly answer, the app is smooth, UI pretty cool, and the hardware wallet is very premium, I'm using it since 8 year without any problem. The charging do... See more
Company replied
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Really excellent customer support. They got back to me within 36 hours of my email. They came back with some questions and advice on what to try to resolve the issue of firmware update failures. The p... See more
Company replied
I had an issue connecting my Titan 2.0 with the app after connecting with my X Card. Customer support replied to each email within 24 hrs and got the issues resolved promptly. This is by far the best... See more
Company replied
I didn't find out about the hot wallet cancellation until after Oct 31st. Since then, I have been trying to get answers on transferring back to a cold wallet. The information is vague, and I have ques... See more
Company replied
Company details
Written by the company
Founded in 2018, ELLIPAL has been working on perfecting cryptocurrency cold wallet with a 20-year-hardware-expertise team. ELLLPAL's vision is to create the most secure cryptocurrency cold wallet for the market and at the same time, easy to use. ELLIPAL first introduced the "Air-gapped" concept into cold wallet in 2019. ELLIPAL air-gapped cold wallet is always 100% isolated from the internet. It is fully protected from unauthorized access, cyber hacks, malware, and any online threats.
Contact info
FLAT/RM 1506 15/F,LUCKY CENTER,No.165-171 , 75GH+63, HONG KONG, Hong Kong
- cs@ellipal.com
- ellipal.com
You should know
4.0
Great
276 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Awful customer support
I have recently bought my ellipal titan, and still trying to set it up properly.
I have asked questions to the support team via email and responses are slow and incomplete. No chat or phone, just an email responded evey 48 hours. I have made a small test transfer, and can't see it in my balance.
Very close to send this back even without trying the product properly.
One of poorest aftersales services I have ever received.
February 23, 2024
very quick delivery
February 26, 2024
I recently had the experience with the…
I recently had the experience with the support team. My ellipal titan signature data parsing failed. It would of took 1 day to fix but my work schedule was in the way. Any my money was locked in one of the coins. I swear I was like 🤬 🤬 🤬 🤬 🤬. To the max. But with a little back and front email. The support team was able to detect the problem and point me in the direction of what needed to be done. So yeah they deserve 5 stars when they freed up my money.. just give them a chance and have patience all will work out.. trust me
February 4, 2024
Unprompted review
Delivery was fast
January 27, 2024
Absolutely bad company and customer…
Absolutely bad company and customer support. I wanted to cancel my order the same day but it was still shipped. After receiving it I immediatly asked for a return address, been reaching out now for a 1,5 month and zero response!!!
Opened an dispute with paypal but they keep reffering me to contact ellipal itself, but there is no response and my money is never returned
December 14, 2023
Unprompted review
Amazing experience working with their…
Amazing experience working with their customer service. We were in contact for 2 weeks while i was working on recovering some lost tokens. Ellipal for life.
January 9, 2024
Unprompted review
Your customer team has no…
Your customer team has no responsibility your product.
this is the tracking number in DHL
00340434498828160530
It is your first answer in the last reply.
"Please note that we do not use the info-address any more."
The info-address is from your site.
How can I know that it is not available?
It is not a correct answer.
And it is the second answer in the last reply.
"We learnt that our colleague has referred this issue to our logistics team on 9 Dec. Please understand that the investigation will take some time. We will get back to you once we have the result."
The transfort time is 15 days already.
You had to notice if the DHL team has a problem.
In addition, I have not get the product but your system sent me email for review several times.
It is also frustrating.
It is the worst case in my last 10 years.
I can't believe your product as well.
I want to refund it but your customer team always answer with some weird text.
I think I lost my money.
December 25, 2023
I would like a refund
I would like a refund. I have sent 2 emails without a response. The steel seed phrase is really bad quality. The screws threads that hold the seed phrase in place are stripped and it feels overall- really cheap. The screw driver provided also stripped when I was trying to get the screws out due to them being factory missthreaded. Because of my poor experience with quality from the steel seed phrase, I am now apprehensive about the quality of the wallet device. I do not believe it will last as long as advertised. Please have someone contact me so I can send it back and receive a refund.
January 4, 2024
I like the product
December 25, 2023
The app is so bad I got the trezor the…
The app is so bad I got the trezor the same day of receiving ellipal
December 25, 2023
My cold wallet was never delivered
My cold wallet was never delivered. The tracking information was in French. I live in the United States. Getting ready to call credit card company to report.
December 25, 2023
Was not told before checkout that…
Was not told before checkout that product was going to be shipped from overseas. I would not have ordered the product. I've lost confidence in the product because it is now being handled by many different people in the shipping process. Not sure how to trust that my product hasn't been professionally opened and resealed. Hard to trust my millions of coins to this ordered device after this delayed shipping process.
December 25, 2023
safe wallet
December 25, 2023
after owning Ellipal at first work fine…
after owning Ellipal at first work fine now it doesn't show my fund;s I re entered the phase ans code and the qr code it say's connected but not connected to network error and still no funds are shown not happy hard to get through to advise bad decision I now worried i lost my coin's after grafting hard to save
November 27, 2023
Unprompted review
This company does not have customer service
I have asked for help in moving my btc back to coinbase but all I hear is crickets, how can a crypto company not have phone support i fell like I'll never get my cryptos back
December 6, 2023
Unprompted review
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