Shakepay customers
If you are a Shakepay customer and have a question, complaint, or comment, please contact our Customer Support team through the Shakepay app:
Open the Shakepay app
Tap Settings (⚙️)
Tap Help
Tap Support chat
Tap Send us a message
For Law Enforcement and Government Authorities Only
Shakepay cooperates with lawful requests from law enforcement agencies, regulators, courts, and other competent authorities. At the same time, Shakepay is committed to protecting customer privacy and will only disclose information where authorized by law or by the customer's explicit consent.
Please note as a CIRO-regulated entity, we retain records for 5 to 7 years in accordance with our regulatory obligations.
All requests for customer information, records, account verification, or funds must be submitted to:
Shakepay Inc.
Attention: Enforcement Team
Email: [email protected]
If email submission is not possible:
Shakepay Inc.
500 Place d'Armes, Suite 1800
Montréal, Québec H2Y 2W2
Canada
Please note that documents sent by mail may experience delivery and processing delays.
Legal Process Accepted by Shakepay
Shakepay may disclose information in response to:
Court-issued production orders and disclosure orders;
Regulatory or statutory demands issued pursuant to lawful authority;
Requirement to Pay (RTP) notices and other garnishment instruments;
Customer-authorized disclosure requests supported by valid written consent;
Foreign requests supported by recognized Canadian legal process; or
Other legal authorities recognized under Canadian law.
Without valid legal authority or customer consent, Shakepay will not disclose customer-specific information.
Information Available Under Valid Legal Process
Depending on the scope of the legal authority provided and the records available, Shakepay may be able to provide:
Customer name
Username
User ID
Email address
Phone number
Date of birth
Residential address
Account creation date
Login and session history
IP address information
Device information
Current Fiat and cryptocurrency balances
Transaction history
Identity verification documentation
Customer communications
Disclosure is limited to the information explicitly requested and authorized by the applicable legal process or customer consent.
Information Not Available Without Legal Authority
Unless supported by valid legal authority or customer consent, Shakepay will not:
Confirm whether an individual is or was a Shakepay customer;
Confirm whether a named customer has used a particular wallet address;
Confirm account ownership;
Confirm customer identity;
Confirm account balances;
Confirm transaction activity;
Confirm account status;
Disclose customer personal information;
Share internal notes, investigative information, or internal system data; or
Freeze or block customer funds unless authorized by law or a valid legal order.
Requests submitted by telephone or other informal communication channels will not be processed. Customer-specific information is not disclosed verbally.
Production Orders and Court Orders
When submitting a production order or court-issued disclosure order, please:
Identify the subject
Include all available identifying information, such as:
Full legal name
Date of birth
Email address
Phone number
Username
Wallet addresses
Transaction IDs
Interac reference numbers
Specify the records requested
Please clearly identify the information being sought. Shakepay will only disclose information expressly authorized by the order and will not interpret broad or ambiguous requests expansively.
Provide blockchain references in searchable format
Wallet addresses and transaction IDs should be provided in text format, spreadsheet format, or searchable PDF format. Scanned images will delay processing.
Freezes or restrictions
If you require an account freeze, restriction, or preservation of funds, the order should clearly specify:
The action required;
The duration of the restriction; and
Any additional operational requirements.
Non-disclosure requirements
If the order prohibits customer notification, please clearly state:
That a non-disclosure requirement exists;
The duration of the prohibition; and
Any limitations on communications with the customer.
Jurisdiction
Court-issued orders should be signed by a Canadian judge or other Canadian authority and be enforceable under Canadian law.
Foreign Authority Requests
Shakepay does not disclose customer information directly to foreign authorities without recognized Canadian legal authority.
Foreign authorities should proceed through:
A Canadian production order;
A Mutual Legal Assistance Treaty (MLAT) process resulting in enforceable Canadian legal authority; or
Valid customer consent.
Requests that do not meet these requirements will not result in disclosure of customer information.
Customer Consent Requests
If you are working directly with the individual whose information is being requested, Shakepay may be able to assist through a customer-authorized disclosure.
Written consent should:
Be signed or clearly attributable to the customer;
Be dated;
Identify the receiving authority;
Clearly describe the information authorized for disclosure.
Disclosure will be limited to the information specifically authorized by the customer.
Response Times
Unless a court order, statute, or other legal authority specifies a different deadline, Shakepay generally responds to valid requests within 30 calendar days of receipt.
For urgent matters, please include "URGENT REQUEST" in the subject line of your email. While we cannot guarantee expedited processing, we will make reasonable efforts to prioritize time-sensitive requests.
Important Notice
Shakepay reviews every request to confirm authenticity, legal authority, and scope before any disclosure occurs.
Shakepay reserves the right to seek clarification, request additional information, or decline disclosure where the legal basis for disclosure is unclear, invalid, or unenforceable under applicable law.