Contact us
The fastest way to reach SwapXchange is through the channels below. We only use these channels — if someone contacts you from anywhere else claiming to be us, treat it as suspicious.
Support channels
If you already have an account, the in-app support inbox is the best option: it keeps your messages attached to your account and lets you upload documents securely.
Expected response time
- Messages received during working hours are answered in the same session.
- Messages received outside working hours are answered when the next session opens.
- Formal complaints are acknowledged within 24 hours.
What to include
- The email address on your SwapXchange account.
- Your exchange reference number, if your query is about a transaction.
- The PayPal transaction ID, if funds have already been sent.
- A clear description of what you expected and what happened instead.
- Screenshots or documents, if they help explain the issue.
General support information
- We never ask for your PayPal password, banking login, OTP or card PIN. Nobody from our team will ever request them.
- We can only pay out to a bank account that has been verified in your name.
- Rates, fees and limits are published on our fees page and are the same for everyone.
- Refunds and cancellations follow our refund policy.
Escalation process
- Step 1 — Raise the issue through the support inbox, support email or WhatsApp so it is logged.
- Step 2 — If it is not resolved, reply asking for escalation. A senior team member reviews it and responds within 5 business days.
- Step 3 — If you are still not satisfied, submit a formal complaint using the complaints process, which records the outcome in writing.