Support is handled directly by the operator. There is no queue system and no automated triage.
Before writing
Check the order page using your order code. It reflects the live status of the swap and answers most questions without correspondence.
Information to provide
Order code in every case, and the on chain transaction identifier for anything payment related. These two values allow the full history of an order to be reconstructed.
What can and cannot be changed
Before a deposit arrives, an order can simply be abandoned and replaced. After a deposit arrives, the swap is in progress and cannot be reversed by us; a refund becomes a manual return of received funds less network cost. After a redemption code is issued, the purchase is complete and irreversible.
Expected timings
Deposit confirmation depends on the chain. Fulfilment after confirmation is typically a few hours and is performed manually.
Contact route
The email address published in the site footer.
Common cases and their resolution
Underpayment is the most frequent. Where the shortfall is small the order can usually be completed by sending the difference to the same address within the window; where it is large or the window has closed, the funds are refunded to an address you nominate, less the network cost of returning them.
Wrong network is the second most frequent and is materially different, because in most cases the funds are not recoverable by anyone. It is worth stating that plainly rather than encouraging false hope: an address issued on one chain has no counterpart on another, and no party involved holds the keys to the address your funds actually reached.
What escalation looks like
There is no tier system and no ticket queue to be lost in. One person reads what arrives and answers it. If a question needs the swap provider's input, that adds a working day and we will say so rather than going quiet.