Swap stuck? We'll fix it.
Stellar Swap runs fully automated — the vast majority of anonymous crypto swaps complete without any human involvement at all. If your XLM exchange or any other swap hits a snag, our team is ready to help. No ticket portal, no chatbot, no account required. Just send an email.
Email Support
Write to us for delayed swaps, failed orders, wrong asset sent or any other exchange issue. No ticketing account needed — send an email with your order details and we will get back to you.
support@changexlm.exchangeInclude Your Order Details
Because we store no personal data, every order is identified purely by its technical identifiers. Include your Order ID (ORD-XXXXXXXX) and the transaction hash (TXID) of your deposit in every support request for fastest resolution.
Read the FAQ first →Response Within 24 Hours
We aim to reply to all support emails within 24 hours. For urgent cases involving undelivered funds, add "URGENT" to your subject line to flag the request for priority handling.
Before Contacting Support
Because Stellar Swap is fully automated, most delays trace back to blockchain network congestion rather than a problem on our end. Please check the following before reaching out:
- Use a block explorer to confirm your transaction is fully confirmed on-chain — not just broadcast. Most assets require 1 to 3 confirmations before our engine triggers the output.
- Verify you sent your crypto to the exact deposit address shown on your specific order page — not a cached or previously used address from a different order.
- Confirm you sent the correct asset on the correct network. Sending the wrong coin or the wrong network variant requires manual recovery and cannot be guaranteed.
- Check that the amount you sent met the minimum threshold shown at order creation ($100 USD equivalent).
- Review the FAQ page for answers to the most common swap questions.
What to Include in Your Support Email
We identify every order by its technical metadata — there are no usernames or account numbers in our system. A complete support email should include all five of the following:
- Your Order ID — the code in the format ORD-XXXXXXXX shown on your order confirmation page immediately after creating the swap.
- The transaction hash (TXID) of the deposit you sent, verifiable on a block explorer.
- The trading pair — for example, BTC to XMR, or USDT-TRC20 to ETH.
- The exact amount you sent from your wallet.
- Your intended destination wallet address.
Providing all five pieces of information in your first email allows our team to locate and resolve your order without back-and-forth. Orders with incomplete information take significantly longer to investigate.
API and Integration Inquiries
Interested in integrating Stellar Swap's best-rate anonymous crypto routing into your wallet application, platform or dApp? Send partnership and API access requests to support@changexlm.exchange with the subject "B2B Integration".