Contact XExchange Support
Use the XExchange support channels below for order questions, privacy requests, compliance matters and security reports.
For transaction support, include the order ID and relevant blockchain transaction hash whenever available. Do not send a wallet seed phrase or private key.
Contact Channels
| Purpose | Contact |
|---|---|
| Exchange orders and general support | [email protected] |
| Privacy requests | [email protected] |
| Compliance and AML questions | [email protected] |
| Security and phishing reports | [email protected] |
XExchange support is email-based and asynchronous. Messages can be sent at any time, but the service does not publish a guaranteed first-response SLA.
What to Include in an Order Request
Provide enough transaction information to identify the order without exposing wallet secrets.
Useful details include:
- XExchange order ID;
- source asset and network;
- destination asset and network;
- amount sent;
- source blockchain transaction hash;
- destination wallet address when relevant to the issue;
- current order status or error message;
- a short description of what happened.
If the issue concerns a wrong network, missing Destination Tag, amount mismatch or delayed status update, state that clearly in the first message.
What Support Does Not Need
XExchange support does not need access to your wallet.
Never send:
- seed phrase or recovery phrase;
- private key;
- wallet password;
- exchange account password;
- one-time authentication code;
- remote desktop credentials.
A legitimate support request should be investigated from the order and transaction identifiers instead.
Order Support Scope
Support can review issues connected to the XExchange transaction flow, including:
- order status;
- source transaction detection;
- amount mismatch;
- source or destination network questions;
- destination address or tag issues;
- payout status;
- transaction-review requests.
Recovery from a wrong-network transfer, incorrect destination or other irreversible blockchain error cannot be guaranteed. The available options depend on the actual transaction and infrastructure involved.
Privacy Requests
Send privacy-related requests to [email protected].
Include enough information to identify the relevant service interaction without sending unnecessary personal data. If the request concerns a specific order, the order ID and transaction hash can help locate the record.
See the XExchange Privacy Policy for the categories of information that may be processed.
Compliance Questions
Send AML or transaction-review questions to [email protected].
A compliance request can relate to:
- a transaction under review;
- a request for additional information;
- an order that cannot continue under the applicable risk controls;
- questions about the XExchange AML process.
The XExchange AML Policy explains the risk-based review model in more detail.
Security and Phishing Reports
Send suspected phishing, impersonation or security issues to [email protected].
When reporting a suspicious message, include the sender address, relevant screenshots or message text and any link involved. Do not open suspicious attachments solely to collect evidence.
Official XExchange support should never ask for a seed phrase or private key.
Before You Contact Support
Check the following first:
- confirm the source transaction was broadcast on the intended network;
- verify the transaction hash in the appropriate blockchain explorer when available;
- confirm the destination address and any required tag or memo;
- check the current XExchange order status;
- save the order ID and transaction hash.
These checks can make the support request easier to investigate.
Related Service Information
FAQ
Which email should I use for an exchange order?
Use [email protected] for order status, network, deposit or payout questions.
What should I include in my message?
Include the order ID, transaction hash, source and destination assets/networks and a concise description of the issue.
How quickly will XExchange reply?
Support is asynchronous. XExchange does not publish a guaranteed first-response time.
Can support recover a wrong-network transaction?
Recovery cannot be assumed. It depends on the actual blockchain transaction, destination and infrastructure involved.
Will support ever ask for my seed phrase?
No. A seed phrase or private key is not required to locate or review an exchange order.
Where should I send a privacy or AML request?
Use [email protected] for privacy matters and [email protected] for AML or transaction-review questions.