Choose the address that matches your request and include the order ID when the issue concerns an exchange. Requests are accepted 24/7; the target response time is within 12 hours, although complex payment, network or compliance cases can take longer.
Write to [email protected] for an order status, missing deposit, delayed payout or destination question. Tell us the exchange direction, order ID and what you expected to happen.
If a transfer has already been sent, include the transaction hash and the asset and network you used. These details help locate the payment without requiring access to your wallet.
Send AML-related questions or responses to an order review to [email protected]. Include the order ID and identify the request you are responding to so the case can be matched correctly.
Additional information may be requested as part of a risk-based review. The AML policy describes when that can occur and how an order may be handled.
Contact [email protected] for questions about information associated with your order or support correspondence. Provide enough detail to identify the interaction without sharing unrelated personal data.
The Privacy Policy explains the categories of data processed and the retention principles. Public blockchain transaction records are governed by their respective networks.
Keep your wallet recovery phrase, private key and account password private. No support request requires them. An order ID and transaction hash are usually enough to begin investigating an exchange issue.
If you have not yet sent a deposit, review how the exchange works and check the exact asset, network and destination in the live order before paying.
