Should I include screenshots containing a recovery phrase?
No. Remove recovery phrases, private keys and unrelated personal data before sharing screenshots. Use the order reference and transaction evidence to explain the issue instead.
Contact AAVESwap Support
Contact us about an exchange, payment question or service concern at [email protected]. Requests are accepted 24/7, and our first-response target is 45 minutes.
Get Help with an Exchange
Use the email address above and identify the order you need help with. A support request can concern a payment before processing, a delayed payout or a question about preparing the receiving details.
The first-response target describes our support acknowledgement, not a guarantee that every blockchain or review issue will be resolved within that time. Keep the original order link available while the team investigates.
What to Include in Your Message
Provide information that connects your request to a specific payment. A public transaction reference is useful evidence; wallet recovery secrets are not.
- Order ID or private status link.
- Asset and exact sending network.
- Amount sent and the transaction hash or Monero payment reference.
- Receiving asset, network and the address used.
- A short description of the expected result and what you can currently verify.
For a missing token display, state whether the payout transaction succeeded and whether the destination is self-custody or a platform account. The exchange lifecycle guide explains the difference between a payment broadcast, a confirmed deposit and receiving-platform credit.
Privacy and Compliance Requests
The same [email protected] address receives privacy, transaction-review and security requests for internal routing. Put the purpose in the subject and include only the minimum information needed to identify the matter.
For data access or deletion, explain which order or correspondence the request concerns. Our privacy-response target is 21 days, and the data-handling policy describes retention and the limits of deleting public blockchain records.
If a review needs additional documents, wait for the verified instructions for that case. Do not attach an identity document to an initial general support message merely because a stranger suggested it.
Safe Support Communication
Our support does not ask for a recovery phrase, private spend key or unrestricted wallet access. A request to “verify” an exchange by importing a wallet backup into another website is not a normal order-support step.
Check the exact domain in the sender and any destination before sharing private order details. If a message appears suspicious, start a fresh message to the contact address shown here rather than following the message's reply link.
Support FAQ
A useful support request identifies the order without exposing wallet control. Verify the recipient before sharing private payment information.
How do I recognise a request from the support team?
Check the exact contact domain and confirm the request through a fresh message to [email protected] when unsure. Support should explain which order and evidence it needs without asking you to surrender wallet control.
Can I ask about an exchange before sending crypto?
Yes. Ask about the intended asset, network and receiving requirements before creating a payment. Do not fund an order while a material address or token-compatibility question remains unresolved.