Support
Updated: 1 September 2026
Write to the chat on the site – it is tied to your browser, so the operator sees your orders straight away. It is the fastest route: we keep no support mailbox, so that there are fewer channels where someone can pretend to be us.
1. How to get an answer faster
Give the order number – eight characters from the link, like AB12-CD34. It shows everything: the pair, the amounts, the addresses and the hashes.
If the transfer is already sent, attach its hash and name the network. Without a hash the search takes hours; with it, minutes.
Describe what you saw on the screen. A screenshot helps more than a retelling.
2. What we help with
The transfer is sent but the order does not see it. Usually this is waiting for network confirmations, less often a transfer on the wrong network.
The amount did not match the order, the swap is paused and waits for a decision: complete at the current rate or refund.
The order closed on the timer and the transfer went out anyway. The provider accepts late arrivals – write to us and we will sort it out.
Questions about a refund: where it goes, how long it takes, what the network fee is.
3. What we never do
We never write first. Not in messengers, not by email, not in forum private messages.
We never ask you to pay extra, never send a «new deposit address» and never ask for a second transfer. The address exists only on the order page.
We never ask for a seed phrase, a private key or a wallet password. We do not need them under any circumstances.
We never ask for access to your screen and never invite you into third-party apps. Any such request is a forgery, whoever it claims to be from.
4. If you lost the order link
An order lives at its own link; there is no registration here. Check «Your swaps» on the home page – it lists the swaps of this browser.
If you left an email when creating the order, the link is in the letter.
If neither is left, write to the chat and attach the transfer hash – we will find the order by it.
5. Timing
We usually answer within an hour. At night and on weekends it takes longer, but nothing is lost – the conversation is tied to your browser and waits for you in the same place.
Sorting a stuck transfer out with the provider takes from an hour to a day: it depends on the network and on how fast the provider replies.