Support
Something not right, or a question? Chat with the team, or write to us, and we will help.
Tell us your office, the pool and what happened (a screenshot helps). We reply as soon as we can. For payments made at checkout, you can also contact our payment partner.
I paid but my spots don't show
Your spots are held for 20 minutes while you pay at checkout, and they appear the moment the payment is confirmed. Open the pool again after a minute. If a payment arrives after the hold ran out and the spots no longer fit (the pool is full or closed), the money goes straight back to your Store Vault.
Topping up and withdrawing
ZeroLoss shows your Store Vault; adding or taking out money happens on our payment partner's site. Open your Store Vault.
When does my money come back?
Each pool is invested in a bond from the lock-up. When the bond comes back, at the time the pool shows, the live session picks the members who get the reward, and an hour later everyone's money goes back to their Store Vault (some older pools wait a day after the bond instead). If the bond pays late, the money back waits for it. If too few spots are taken by the lock-up date, everyone gets their money back straight away.
Reporting someone in the live chat
In the app, long-press a message (or tap ⋯) to report it or block that person. Abusive words are filtered out. You can also email us the pool, the time and the name.
Deleting your account
In the app: More → Account → Delete account. ZeroLoss removes your chat messages and notifications and your account is deleted. Withdraw your Store Vault money first. What we keep and why is in Privacy.
Is the pick fair?
Every pick uses a public random number from drand and can be checked by anyone. Check a pick or read How it works.
Powered by our payment partner: login, checkout and the Store Vault.