Contact ETH-Swap.io
Use the contact form or the appropriate ETH-Swap.io email address for order support, transaction-status questions, privacy requests, AML/compliance matters or security reports.
The form routes the request by topic. An Order ID is useful for exchange-related questions, while a transaction hash helps us locate an on-chain payment that has already been sent.
Order and Transaction Support
For current or completed exchange orders:
[email protected]
For faster review, include the information that applies to your case:
- order ID;
- sending and receiving assets;
- sending and receiving networks;
- transaction hash, if funds were already sent;
- a short description of the issue.
Do not send a seed phrase, private key, wallet password or recovery code. ETH-Swap Support does not need those credentials to review an order.
Privacy Requests
For questions about information connected with the website, orders or support correspondence:
[email protected]
Provide enough information to identify the relevant request or order, but avoid sending unrelated sensitive data.
See the Privacy Policy for details about data categories, purposes and retention principles.
AML and Compliance
For questions related to a risk-based review or information requested during a compliance process:
[email protected]
Standard eligible crypto-to-crypto orders do not require routine KYC at the start. Additional information may be requested when transaction, wallet or other risk signals require further review.
See the AML Policy for the full policy.
Security Reports
To report a suspected vulnerability, phishing attempt or other security issue:
[email protected]
Include a clear description of the issue, the page or feature affected and technical details that can help reproduce the problem. Never include wallet secrets.
Official ETH-Swap.io support channels will not ask for:
- a seed phrase;
- a private key;
- a wallet password;
- a remote-access code to your device.
Support Hours and Response Target
ETH-Swap Support is available 24/7. The target first-response time is within 12 hours.
The response target applies to the first support reply. Resolution time may be longer when a case depends on blockchain confirmations, transaction investigation, compliance review or information from the user.
Before You Contact Support
For an exchange-order question, first check:
- the selected pair;
- the blockchain network;
- the amount sent;
- the destination wallet;
- the transaction hash;
- the current order status.
If the issue concerns a wrong network, wrong destination address or a transfer made outside the active order details, describe exactly what was sent and provide the transaction hash.
For an overview of the normal process, see How the Exchange Works.