Contact Swap-ETH.io Support
Swap-ETH Support handles order questions, transaction-status issues, privacy requests, compliance questions and security reports. Requests can be submitted 24/7, with a target initial response within 18 hours rather than a guaranteed immediate-response SLA.
For the fastest review, include the order and transaction identifiers that allow support to locate the issue without requesting access to your wallet.
What to Include in a Support Request
A complete first message reduces unnecessary back-and-forth. Include only information relevant to the order or technical issue and never send wallet credentials.
- Order ID or reference number, if one was created.
- Transaction hash for the ETH deposit or relevant payout transaction.
- Send and receive assets, including the payout network when applicable.
- Public destination wallet address when the issue concerns a payout.
- Short description of what you expected and what you currently see.
- Screenshot only when it helps explain the interface or error; remove unrelated personal information first.
Do not send a seed phrase, private key, wallet password, exchange password, 2FA code or recovery file. Swap-ETH Support does not need those credentials to inspect a service-side order.
Contact Channels
Different request types use separate mailboxes so privacy and compliance messages do not need to pass through general support first.
These mailboxes must be operational before public launch. The contact form can be used for normal support, while sensitive privacy or compliance requests should use the dedicated address where practical.
Order and Transaction Support
When an ETH deposit is still pending on Ethereum, service processing cannot begin as though the funds were already confirmed. Check the transaction hash first so the support request clearly separates a blockchain-confirmation issue from a service-side order issue.
If the deposit is confirmed but the order status or payout has not updated as expected, send the order ID and transaction hash to support. The guide on an Ethereum transaction that is pending or stuck explains the blockchain-side checks before escalation.
Privacy and Compliance Requests
Privacy requests should be sent to [email protected]. Include enough information to identify the relevant support request or order, but do not send additional identity documents unless the privacy team specifically explains why they are required.
Compliance questions and responses to an active risk review should use [email protected]. Additional verification can be requested for flagged transactions under the AML Policy.
Security Reports
Use [email protected] for suspected phishing, impersonation, malicious pages or security issues related to Swap-ETH.io. Include the suspicious URL, message or technical details needed to reproduce the issue without publishing secrets in the report.
Swap-ETH.io support cannot reverse a confirmed blockchain transaction or recover a private key. Anyone claiming that support needs your seed phrase or private key to do so should be treated as an impersonation or scam attempt.