Contact Support
Swap delayed? XMR not arrived? We are here to help. Send us the details and we will sort it out — most issues are resolved within 24 hours.
Email Support
Email is the only contact channel we offer, and that is a deliberate choice. No chat widgets logging your session, no ticket systems asking for identity. Just a direct message to a real person.
support@retroswap.exchangeOrder Issues
When writing about a Monero swap problem, always include your Order ID (ORD-XXXXXXXX) and the deposit transaction hash. Without these two pieces of information we cannot locate or investigate your order.
Check the FAQ first →Response Time
We reply within 24 hours to all messages. If your Monero swap is stuck and time matters, write URGENT in the subject line and we will prioritize your case.
Before You Email
The majority of delayed swap cases resolve on their own once the source chain reaches the required confirmation count. Before reaching out, please take a moment to check the following:
- Confirm your deposit is on-chain and has the required number of confirmations for the coin you sent. Use a block explorer for that network.
- Verify you sent funds to the exact deposit address shown on your order page, not a different address or an old one.
- Make sure you sent the correct cryptocurrency. Sending the wrong coin to a deposit address cannot always be recovered automatically.
- Confirm the amount you sent was at or above the minimum threshold for your currency pair.
- Browse the FAQ for answers to common questions about Monero swap timing and order flow.
What to Include in Your Email
- Your Order ID (format: ORD-XXXXXXXX — visible on your order confirmation page)
- Transaction hash (TXID) of your deposit on the source blockchain
- The currency pair, for example BTC to XMR or USDT to XMR
- The exact amount you sent
- Your Monero destination address
- The date and approximate time you sent the deposit
Business and Partnership Inquiries
For integration requests, high-volume arrangements or other business matters, email support@retroswap.exchange with "Business Inquiry" in the subject line. We review all serious proposals.