Crypto guide
ChangeNow Support Contact for Stuck Swaps, Disputes and Refunds
Status: operating (checked Oct 20, 2026)
ChangeNOW uses a unique order address for each non-custodial swap, but it does not publicly state support channels or response-time targets for delayed orders.
ChangeNow at a glance
| Detail | What applies |
|---|---|
| Supported assets and networks | More than 1,500 crypto assets across more than 110 networks. Available assets and routes can change with liquidity, |
| Account requirement | No account is normally required to request and complete a standard crypto swap. |
| Fee disclosure | Exchange costs are generally included in the quoted rate. Network fees, liquidity conditions, and route availability |
| KYC and AML policy | ChangeNOW can request identity verification for transactions flagged by its AML and risk controls, including from users |
| Rate options | Classic Rate uses a market based rate and the final received amount can change. Fixed Rate locks the quoted rate for a |
| Transaction limits | Minimum and maximum amounts are route specific and shown in the quote form before funds are sent. |
Updated
Quick verdict
ChangeNow scores 7.3/10, and its support disclosures do not publish a response-time promise or a clear list of contact routes for swap issues.
Our overall score: 7.3/10, read the full ChangeNow review
Best for: Users with complete order records, Simple route and address issues, Tracking a delayed swap
Not for: Users needing phone support, Time-critical recovery cases, Guaranteed refund timelines
Editorial independence: this review reflects our own independent research and is not influenced by advertisers.
Affiliate disclosure: some links on this page may earn us a commission at no extra cost to you. This does not affect our review.
How do I contact ChangeNow support?
No published ChangeNOW material states a support email, chat, phone line, ticket portal, or response-time commitment for exchange cases. That makes it difficult to assess practical responsiveness before a problem occurs, even though standard swaps generally do not require an account.
Use only contact options presented within ChangeNOW's official site or the order flow for the specific transaction. Do not rely on addresses or social media messages supplied by strangers. A support route that appears after an order is created may be useful, but ChangeNOW does not publish a service-level target for replies, updates, or completion.
The absence of a published response benchmark matters most when a transfer is time-sensitive. If you need a provider with documented support access and escalation rules, compare alternatives before sending funds.
How are stuck ChangeNow swaps handled?
A delayed ChangeNOW swap should be documented and raised through an official support route, but ChangeNOW publishes no handling timetable or resolution guarantee. The transaction flow sends your input funds to a unique order address, then sends the output asset to your receiving address.
First, check the sending wallet or block explorer for the input transaction hash and confirmation status. A transaction that has not reached the required network confirmations is different from one that is confirmed but has not produced an output transfer. Keep the transaction hash, order identifier, sent amount, selected assets and networks, and the receiving address together before asking for help.
Route availability and liquidity can change. More than 1,500 assets across more than 110 networks may be available, but a route can still be unavailable at a particular time. Check supported assets and rate calculation before treating a quote or a delayed order as proof that every route can complete immediately.
Information to collect before opening a case
Prepare the order ID or reference shown in the swap flow, the input transaction hash, the sending and receiving wallet addresses, the exact assets and networks, the amount sent, and the date and time of submission. Include screenshots of the original quote, selected rate type, wallet confirmation, and any error message. These details help distinguish an unconfirmed deposit, an address problem, a network mismatch, and an execution delay.
State whether you selected Classic Rate or Fixed Rate. Classic Rate uses a market based rate, so the final amount received can change. Fixed Rate is presented as locking the quoted rate. For an amount dispute, the original quote and rate selection are central evidence.
Do not post a seed phrase, private key, recovery phrase, or full identity documents in a public channel. If ChangeNOW requests identity verification after an AML or risk review, follow the official instructions and compare them with the verification requirements and privacy information before sharing documents.
Disputes, refunds and compliance holds
ChangeNOW does not publish a universal refund process, refund deadline, or dispute outcome standard. A refund is therefore not something a user can assume merely because a swap is delayed, the rate moved, or the destination wallet has not received funds yet.
A dispute should separate the facts clearly. Explain what was quoted, which rate option was selected, what amount was sent, whether the input transaction confirmed, and what output amount or transaction status is missing. If the concern is a changed Classic Rate result, ask for clarification of the completed order rather than describing it as a fixed-rate failure.
Compliance reviews can also interrupt a case. ChangeNOW can request identity verification for transactions flagged by its AML and risk controls. If a review occurs, preserve the order details and complete only the requested steps through an official channel. Recovery is especially limited when funds were sent to an incorrect address or through an unsupported route, so check deposit limits and network details before sending.
Frequently asked questions
What should I send ChangeNow support for a delayed swap?
Send the order ID or reference, input transaction hash, sending address, receiving address, selected assets and networks, amount sent, and timestamp. Add screenshots of the quote, rate type, wallet confirmation, and any error notice. Do not include seed phrases or private keys. Clear records make it easier to show whether the input transaction confirmed and whether an output transfer is missing.
Does ChangeNow publish a support response time?
No published ChangeNOW figure promises a reply time, resolution time, or escalation deadline for support cases. It also does not publicly list a fixed set of email, chat, phone, or ticket channels in its published exchange facts. Use the official route shown in the live order flow, and keep copies of every message and transaction record.
Can I request a refund when my ChangeNow transaction is stuck?
You can ask about the status of the order and any available recovery option, but ChangeNOW does not publish a universal refund policy or deadline for stuck swaps. The result can depend on the order status, network confirmations, destination details, and compliance review. A wrong receiving address or unsupported route can sharply limit recovery options after funds are sent.
What happens if ChangeNow asks for KYC after I send funds?
ChangeNOW can request identity verification when its AML and risk controls flag a transaction. Keep the order ID, transaction hash, and all messages associated with the request. Submit documents only through an official ChangeNOW process. Verification can delay resolution, and ChangeNOW does not publish a standard timeline for review completion or for releasing a held transaction.
Other ChangeNow details we checked (as of Oct 20, 2026)
| Detail | What applies |
|---|---|
| Geographic availability | ChangeNOW restricts service in jurisdictions listed in its terms, including sanctioned and other prohibited |
| Mobile app platforms | Mobile apps are available for iOS and Android. |
| Custody model | Non-custodial exchange flow. Users send funds to a unique order address, and ChangeNOW sends the output asset to the |
| Fiat purchase options | Card and other fiat to crypto purchase options may be available through third party payment providers, subject to |
| BTC network fee | 1 sat/vB |
| KYC requirement | KYC required |
ChangeNOW does not publicly disclose how listed support channels handle exchange cases (as of Oct 20, 2026)
| Channel | What it handles |
|---|---|
| Not publicly disclosed | |
| Live chat | Not publicly disclosed |
| Phone support | Not publicly disclosed |
Bottom line
ChangeNOW gives users enough transaction data to build a useful support case, especially when they save the order reference and on-chain hash. Its main weakness is disclosure: no published response-time target, contact-channel list, or standard refund timetable sets clear expectations. A delayed order needs careful evidence, with special attention to the selected rate type and network status. Compliance checks can add another stage, and incorrect addresses or unsupported routes leave limited room for recovery. For swaps that cannot tolerate uncertain support timing, consider alternatives with published escalation procedures.