Privacy Requests
Email [email protected] for questions about order data, a copy or correction request, or a concern about how a support message is handled. We may need enough information to identify the relevant record before responding.
Contact xmr-exchange.io Support About an Order
Need help with an XMR exchange? Email [email protected] and include the order ID if one was created. You do not need to open a trading account to ask about an order.
Choose the address below that matches your question. Keep your message focused on the transaction or request so it can be directed to the right review.
Support for an Exchange Order
Write to [email protected] about a deposit, quote, confirmation status or payout. Tell us the order ID, the amount and asset sent, the transaction hash if available and what you expected to happen.
If you sent less than the requested amount or selected an incorrect destination, say so at the start of the message. Keep the order page and wallet transaction record available while the case is reviewed.
Privacy, Compliance and Security
Different enquiries require different information. Use the relevant channel below; the public contact addresses all use the xmr-exchange.io domain.
Compliance Questions
Email [email protected] about an AML review or a request for additional order information. Include the order ID, but do not send identity documents unless you receive instructions for the specific case.
Security Reports
Email [email protected] to report suspected impersonation, a suspicious link or a security issue affecting the site. Describe the URL, message or behavior without sending a seed phrase or private key.
Information to Include in Your Message
The order ID is the fastest way to identify a transaction. A transaction hash and the approximate deposit time can help when the issue concerns an incoming transfer.
- Order ID and the email address you want us to reply to.
- XMR amount sent and transaction hash, if the transfer was made.
- Receiving asset and network selected in the order.
- A short explanation of the question or mismatch.
Protect Your Wallet Details
Our support does not need a wallet seed phrase, private key, password or remote access to investigate an exchange. Do not include them in email or follow a message asking you to reveal them.
Check the domain in any link and compare deposit details with the order page you opened yourself. If you suspect a fraudulent message, contact the security address through this page instead of replying to the suspicious sender.
Before You Contact Us
Review the exchange stages to understand confirmations and payout. If your question concerns additional review, read our AML Policy.
We review messages in the context of their order and issue. No fixed response time is stated here; a live transaction may require blockchain confirmation or an individual check before it can be resolved.
Frequently Asked Questions
These answers explain which details help us locate an order. They do not replace the instructions issued on a live order page.
What if I lost my order link?
Email support with the XMR transaction hash, approximate send time and receiving asset. Share only the information needed to identify your exchange.
Can I send a screenshot of my wallet?
You may send a cropped screenshot that shows the relevant transaction details. Remove balances, unrelated addresses and sensitive account information first.
Should I email my identity documents immediately?
No. If an order needs additional review, wait for case-specific instructions through the compliance channel before submitting documents.
Can support reverse a confirmed blockchain transfer?
A confirmed blockchain transfer cannot simply be reversed by changing an email or order field. Contact us promptly with the order ID so available options can be reviewed.