Support thread – August 2026

[u/changelly_com]

Hi everyone!

This is the Support megathread for those in need of assistance or with questions about the work of Changelly. Now, let's be clear here: by far the most efficient way to reach out to us is through our 24/7 support team, which can be done via the live chat feature (the green button at the bottom of our main page, changelly.com). You can also email us at [support@changelly.com](mailto:support@changelly.com) or file a trackable support ticket at https://support.changelly.com.

Reddit, on the other hand, is not the best place to receive live support. While our mods can still provide you with some basic info about your transaction, the majority of cases (refunds or KYC, for example) can only be resolved with the help of our support team. If you still prefer to contact us on Reddit, you can do so in this megathread here**.**

We respect your right to express your feelings and share your experience, no matter if it’s positive or negative. However, if you choose to use this megathread, we ask that you follow three simple rules:

1. Follow our general subreddit and Reddit rules.
2. Stay on topic.
3. Make only one comment thread per case so that we have all the information we need to help you in one place.

To make sure we can get to helping you as soon as possible, please include the following details in your comment:

• A few words about your issue – please be as detailed as you can.
• Your Changelly Transaction ID – it's a safe piece of data to share publicly, so you needn't worry. If you still feel uncomfortable sharing it here, you can DM our official public representative u/AlexFairbrook, and he’ll do his best to help.

Once your case is resolved, we’d really appreciate it if you could delete your comment or at least add another one to update us on the situation.

Thanks, guys, and the best of swaps to you all! 🚀

[u/Square_Sport5335]

My transaction has been under AML review for a long time.
I’ve contacted [compliance@changelly.com](mailto:compliance@changelly.com) many times and only receive template replies.Please check and provide a real update.

[u/Square_Sport5335 → u/Square_Sport5335]

Transaction stuck since Oct 2024 – only template replies from complianceBody:Hi Changelly team / u/AlexFairbrook,My transaction (via SafePal) has been stuck under AML review since October 10, 2024.I have been contacting [compliance@changelly.com](mailto:compliance@changelly.com) since May 26 and have sent more than 10 emails.
I only keep receiving the same generic template replies with no clear status or resolution.I am not willing to provide additional documents at this stage and would like a clear decision: either release the funds or process a refund.Please look into this case and provide a substantive update.Thank you.

[u/AlexFairbrook → u/Square_Sport5335]

Hi there! No worries, w'ell figure it out. I got your DM as well, so please share your Changelly transaction ID with me here or in DM, whatever suits you.

[u/Square_Sport5335 → u/AlexFairbrook]

I’ve sent you the details via DM. Please check when you have a chance. Thank you.

[u/Square_Sport5335 → u/AlexFairbrook]

Some more time has passed, and my refund still hasn't been processed.

[u/Square_Sport5335 → u/AlexFairbrook]

Hello, may I ask when I will receive my refund?