Support

Contact us

Pick the subject: it decides which team receives your message and therefore the response time. A request about an order in progress goes ahead of everything else.

First response targeted within 4 hours on an order in progress

What to include

A complete message gets a final answer first time. An incomplete one starts a three-round exchange, and it is your delay that grows.

The order reference
It is on the tracking screen and in the confirmation email. It saves us asking you for extra proof of identity to find the case.
The transaction hash and the network
The same identifier can exist on several networks. Say which one: TRC-20, ERC-20, Solana… It is the number one cause of “invisible” deposits.
The exact amount sent
In major units, with decimals. A gap of a few hundredths between expected and received changes how the case is handled.
The timestamp
With the time zone. A two-hour gap between your clock and ours is enough to search the wrong place in the logs.
What you expect
An explanation, a correction, a refund? Saying so avoids an answer to a different question.

What we will never ask you for

Financial services are the first target of phishing. These four rules have no exception: if someone asks you for one of these in our name, it is not us.

Your recovery phrase, your private key or your wallet password. No legitimate operation needs them, ever.
To send funds to a “verification”, “unlock” or “validation” address. We never ask for a transfer outside the amount of your order.
The one-time code received by SMS or from an app. It is for you alone.
To continue the exchange on Telegram, WhatsApp or another private channel. We answer from our email addresses and from your account area, nowhere else.

Write directly

If you prefer your own mail client, these addresses land in the same place as the form. They are monitored.

An order in progress
Deposit not detected, payout later than the announced delay, amount received different from the one expected, wrong network used, beneficiary details to correct.
The order reference, the transaction hash and the network used. With those three, the first answer is usually the final one; without them, we have to ask you for them.
[email protected]within 4 h
A complaint
You are contesting a decision, an amount, a delay or a refusal, and you want it handled as a formal complaint rather than a support request.
What you are contesting, what outcome you expect, and the exchanges already had. The full procedure is published on the Complaints page.
[email protected]within 48 h
Your personal data
Access, rectification, erasure, portability, objection. Note: anti-money-laundering retention obligations override erasure for the legal period, and we then answer with a dated, reasoned refusal rather than silence.
[email protected]within 72 h
A security vulnerability
Technical vulnerability, data leak, phishing page impersonating us.
The reproduction steps. We acknowledge within 48 hours, do not pursue good-faith research, and ship a fix before any coordinated disclosure within 90 days. We have no monetary bounty programme today, and we would rather write that than let you assume otherwise.
[email protected]within 48 h
Press
Interview request, fact-checking before publication, access to brand files.
[email protected]within 24 h
Partnership and affiliate
Affiliate programme application, API integration, professional volumes.
[email protected]within 72 h

Telephone

No phone line published to date

Publishing a number that rings into the void is worse than publishing none. The day a line is genuinely staffed, with its hours, it will appear here.

Hours

Messages are handled every business day. Incidents involving funds in transit are handled outside those hours: a payout stuck on a Saturday does not wait for Monday.