Everything here is handled by a person reading email. There is no ticket system and no bot.
Find your order first
Every order has a code shown on the order page and it never expires. Enter it in the tracker in the footer to see the current status without logging in anywhere.
What to include when you write
The order code, and if the problem is a payment, the transaction hash from your wallet. With those two things almost anything can be resolved quickly. Without them, the first reply will just be a request for them.
Common situations
If the deposit window expired before your transaction landed, the funds either never left or will be visible on chain; send the hash and we will check. If you sent a different amount from the quote, that needs manual handling and we will either complete the order or return what arrived. If a stablecoin went out on the wrong chain, tell us immediately and do not send anything further.
Delivery timing
Hours rather than minutes, because a person completes the purchase. If it has been considerably longer than that, write in, because something has probably gone wrong that we have not noticed.
Contact
The email address in the footer of this site reaches us directly.
What we can see from our side
Your order row, the deposit address we issued, and whatever the swap provider reports about the transaction. We cannot see your wallet, your exchange account, or a payment that has not reached the address yet. If your exchange says sent and our page still says waiting, the transaction is somewhere between the two of us and the hash is the only thing that tells us where.
Response times, honestly
One person answers these. Payment problems come first and usually get a reply within a few hours during European daytime. Questions about which coin to use or how redemption works are answered too, just behind anything involving money that has already moved.