Contacts

If you need help with Exchange-ETH.com, you can contact our support team regarding general service questions, transaction-related issues, policy clarifications, or website feedback.

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Support Scope

You may contact us about:

  • exchange process questions
  • transaction status follow-up
  • wallet address or network concerns
  • technical website issues
  • compliance-related requests
  • privacy-related requests
  • general business inquiries

Contact Email

Primary support

Primary support email: [email protected]

Privacy requests

For privacy-related matters, data access requests, or personal data questions, please write to: [email protected]

AML / compliance

For AML or compliance matters, including transaction review questions, you may use: [email protected]

Response Times

We aim to respond within a reasonable timeframe, typically within 24 to 72 business hours depending on the nature of the request and current support volume.

Response times may be longer where:

  • additional transaction checks are required
  • blockchain confirmation delays affect status review
  • compliance review is in progress
  • your request is submitted on weekends or public holidays

Information to Include

To help us assist you faster, please include only the information necessary for your request, such as:

  • your transaction ID or order reference
  • the asset pair involved
  • the date and approximate time of the transaction
  • the sending and receiving wallet addresses
  • a short description of the issue

Please do not send private keys, recovery phrases, or wallet seed phrases under any circumstances. Exchange-ETH.com will never ask you to disclose them.

Compliance and Legal Requests

If you are submitting a regulatory, legal, or compliance request, please clearly identify:

  • the nature of the request
  • your authority or relationship to the matter
  • any relevant transaction references
  • the jurisdiction involved
  • the requested response deadline, if any

We may request additional information where reasonably necessary to verify identity, authority, or the legal basis of the request.

Language

Support is primarily provided in English. Where possible, we may review inquiries submitted in other major languages, but English remains the operating language for official communication and policy interpretation.