Contact SwapETH.org Support
Use the contact channel that matches your request. SwapETH Support accepts support submissions 24/7, with a target initial response within 20 hours. This is a response target, not a guaranteed service-level agreement.
Quick Contact Channels
Order and General Support
For exchange orders, route questions and general service help, contact:
When the request concerns an existing order, include enough information for the support team to identify the transaction without sending sensitive wallet credentials.
Useful details can include:
- the SwapETH.org order ID;
- the send and receive assets;
- the source and payout networks;
- the amount sent;
- the source transaction hash when available;
- the approximate time the order was created;
- a clear description of the issue.
Do not send a seed phrase, private key, wallet password or other credential that can control a wallet.
Privacy Requests
For privacy questions or requests concerning personal information, contact:
Use this address for questions about the Privacy Policy, data associated with a support or order interaction, or another privacy-specific request.
Compliance and AML Questions
For compliance-related communication, contact:
This channel is intended for matters related to transaction screening, additional-information requests and the SwapETH.org AML Policy.
If support has already provided instructions for an order under review, follow those instructions and reference the same order ID in the compliance message.
Security Reports
For a security issue involving SwapETH.org, contact:
A useful security report should describe the issue clearly, where it was observed and the steps needed to reproduce it when appropriate. Avoid testing in a way that disrupts the service, accesses another user's data or moves funds without authorization.
Never send seed phrases, private keys or wallet-access credentials in a security report.
What to Include for an Order Issue
The fastest way to make an order-support request understandable is to provide the identifiers already connected with the transaction.
| Information | Why it helps |
|---|---|
| Order ID | Identifies the SwapETH.org order |
| Send / receive assets | Confirms the intended route |
| Source / payout networks | Helps detect a network mismatch |
| Transaction hash | Allows the source transfer to be checked on-chain |
| Amount sent | Helps compare the transfer with the order |
| Approximate order time | Adds context when several orders are involved |
| Error message or screenshot description | Explains what the user saw |
A blockchain transaction hash is public transaction information. Wallet-control credentials are not needed for normal support.
Before Contacting Support About a Delayed Order
A swap can appear delayed for reasons that happen before service processing begins. Before sending a support request, check:
- 1
whether the source transaction was actually broadcast;
- 2
whether it was sent on the network shown in the order;
- 3
whether the transaction has the required blockchain confirmations;
- 4
whether the amount matches the active order details;
- 5
whether the destination address and payout network were entered correctly.
The standard service-processing estimate is about 6–12 minutes after required blockchain confirmations, but this is not a guarantee. Source-network confirmation time is separate and can vary.
If the order remains unresolved after the source transaction is confirmed, send the order ID and transaction hash to support.
Contact Form
You can also submit a request through the site contact form.
The form should collect the topic, optional order ID, contact email and message, with validation and anti-spam protection. It should not request a seed phrase, private key or wallet password.
Support Availability
Support submissions are accepted 24 hours a day, 7 days a week. This describes when requests can be submitted; it does not mean an agent responds instantly at every hour.
The target initial response is within 20 hours. Complex order, security, privacy or compliance cases can require additional review after the initial response.
Important Security Reminder
SwapETH Support does not need wallet-control credentials to review a normal exchange order.
Do not provide:
- a seed or recovery phrase;
- a private key;
- a wallet password;
- authentication codes;
- remote access to your device.
For blockchain routing issues, the public address, order ID and transaction hash are usually the relevant identifiers.
Other Service Information
For more information about SwapETH.org, see: