Contact Support
Problem with a swap? Transaction stuck? Just have a question? We are real people and we respond. No identity required to contact us — just your Order ID and the details of your issue.
Email Support
The direct line for order issues, stuck BTC or USDT transactions, incorrect deposits, or any question about your no-KYC swap.
support@bitcoinchange.financeInclude Your Order Details
When writing about a specific swap, always include your Order ID (format: ORD-XXXXXXXX) and your deposit transaction hash (TXID). These two items let us locate and resolve your issue without back-and-forth delays.
Check the FAQ first →Response Within 24 Hours
We typically respond within 24 hours. For urgent matters involving a large transaction or a swap stuck mid-process, put URGENT in your subject line and we prioritize accordingly.
Before You Email Us
The majority of delayed swaps resolve on their own once the blockchain catches up. Before reaching out, please verify the following:
- Check that your deposit is fully confirmed on-chain — not just broadcast. Use a block explorer: Blockchair or mempool.space for BTC, Tronscan for TRC20, Etherscan for ERC20, Solscan for Solana. Confirmation and broadcast are not the same thing.
- Verify you sent to the correct deposit address shown on your order page and that the coin and network match what was specified.
- Check whether your order's 30-minute rate window was still active when your deposit confirmed. If it had expired, contact us — we process it manually.
- Review our FAQ page — the answers to the most common questions about no-KYC Bitcoin and USDT swaps, timing, limits, and transaction issues are all there.
What to Include in Your Support Email
- Your Order ID (found on your order page — format: ORD-XXXXXXXX)
- Transaction hash (TXID) of your deposit
- The currency pair involved (e.g. BTC → XMR, USDT-TRC20 → ETH)
- Amount sent
- Your destination wallet address
- Date and approximate time of the deposit
- Any error messages or unusual behavior you observed
The more detail you provide upfront, the faster we can resolve it. Missing information means more back-and-forth — and slower resolution for you.
Business and Partnership Inquiries
For API access requests, integration partnerships, white-label enquiries, or other business development discussions, email support@bitcoinchange.finance with the subject line "Business Inquiry". We review all requests and respond within 48 hours.