Contact El-Change Support
Having an issue with a swap or a question about anonymous crypto exchange? Our support team handles stuck transactions, order disputes, and any questions about swapping Bitcoin, Ethereum, Litecoin, Monero, XRP, USDT, Solana and 60+ coins. We typically respond within 24 hours.
Email Support
Email is the primary channel for swap disputes, stuck or delayed transactions, and questions about your anonymous exchange order. We read every message and respond within 24 hours.
support@el-change.exchangeInclude Your Order Details
Always include your Order ID (format: ORD-XXXXXXXX) and the deposit transaction hash (TXID) in every support email. This lets us locate your swap and resolve issues significantly faster.
Check FAQ first →Response Time
We respond to all support requests within 24 hours. For urgent cases involving a stuck transaction or missing funds, add URGENT to your subject line to prioritise your ticket in the queue.
Before You Contact Us
The majority of swap issues can be identified without waiting for a support response. Check the following first:
- Confirm your deposit transaction has the required on-chain confirmations using a block explorer for the relevant network.
- Verify you sent the correct coin to the deposit address shown on your order page — and that you used the right network.
- Check that the amount sent was above the displayed minimum threshold for the pair you selected.
- If your deposit is confirmed and more than 30 minutes have passed without your swap arriving, contact support.
- Review the FAQ page — it covers the most common issues in detail.
What to Include in Your Support Email
- Your Order ID (shown on your order confirmation page — format: ORD-XXXXXXXX)
- The transaction hash (TXID) of your deposit on the blockchain
- The currency pair you were swapping (e.g. BTC to XMR or ETH to LTC)
- The amount sent
- Your destination wallet address
- The date and approximate time of your transaction
The more information you include upfront, the faster we can investigate and resolve your case. We aim to close every support ticket within 24 to 48 hours.
Business & Partnership Enquiries
For API access requests, liquidity partnerships, institutional swap arrangements, or business development discussions, email support@el-change.exchange with the subject line "Business Inquiry". We review all proposals.