Contact SwapXRP for Help with Your Exchange
Email the SwapXRP support team at [email protected] for a quote, payment or receiving-transfer question. Include the exchange reference when you already have one.
We accept support requests 24/7 and aim to provide a first response within 18 minutes for ordinary exchange enquiries. That is a response target, not a promised completion time for a network delay, payment investigation or return.
Get Help with an Exchange
Use the form to explain what happened and provide a reply email. An exchange reference is optional for a general question and useful for locating a payment already made.
Keep one conversation for the same case so the payment evidence and replies stay together. If you have a follow-up, reply with the existing reference rather than opening several unrelated requests.
Send the Details That Let Us Investigate
A useful request identifies the stage that stopped and the transaction the team needs to inspect. A wallet screenshot can provide context, but the relevant hash and network are more precise evidence.
Include the information available to you:
- Exchange reference and selected direction.
- Sending asset and blockchain.
- Requested and actually sent amounts.
- Source transaction hash or the withdrawal request number if no hash exists.
- Receiving asset, network and destination details.
- Destination tag when it applies.
- Approximate payment time and the message shown in the status record.
If the problem concerns a payout already broadcast, include its hash as well as the deposit hash. They identify different movements and can belong to different networks.
A receiving platform may need to investigate its own account credit after a compatible payment succeeds on-chain. We can provide exchange and payout evidence, but cannot change another provider's internal account records.
Choose the Right Contact
Use the channel that matches the request so sensitive information reaches the appropriate team. The ordinary support response target applies to general exchange enquiries; specialist reviews can require additional time.
- Privacy questions and requests: [email protected].
- Transaction review and compliance correspondence: [email protected].
- Suspected phishing, an exposed status link or a security report: [email protected].
Read the data handling policy before sending documents. The review policy explains why additional evidence may sometimes be requested.
Protect Your Private Information
Never send a recovery phrase, private key, wallet password or one-time login code. Public transaction identifiers are enough to begin a payment investigation; signing secrets do not help support reconcile an exchange.
Share private status links only through the verified contact options. If you suspect a link has been exposed, describe that in your security report and avoid posting it publicly.
For the expected stages and payment conditions, use the exchange process explanation. Information about the service and its responsibility is available in our service overview.