Contact Swap-BNB.io
Swap-BNB Support is available 24/7 for exchange and order questions. The target response time is within 18 hours; this is a service target rather than a guaranteed SLA.
Use the contact form for general questions or an active exchange. For privacy, compliance or security matters, use the specialist email listed below.
What to Include in Your Message
Providing the relevant exchange details helps support understand the issue without asking for sensitive wallet credentials. Keep the message focused on the order or service problem you need help with.
Include, where relevant:
- your email address for the reply;
- the order ID if an exchange has already been created;
- the sending and receiving assets;
- the transaction hash if the source transaction has already been broadcast;
- the network involved if the question concerns a deposit or payout;
- a concise description of what you expected and what happened;
- a screenshot only when it is useful and does not expose private wallet credentials.
Never send a seed phrase, private key or wallet recovery phrase. Swap-BNB Support does not need those credentials to investigate an exchange.
Contact Swap-BNB.io by Email
Different requests are routed to different contact addresses. Use the address that best matches the issue so the message reaches the appropriate queue.
| Contact | Use for | |
|---|---|---|
| General and order support | [email protected] | Exchange status, deposit, payout and general service questions |
| Privacy | [email protected] | Privacy requests and questions about personal/support data |
| Compliance / AML | [email protected] | AML review and compliance questions |
| Security | [email protected] | Phishing, impersonation and security reports |
What Support Can Help With
Swap-BNB Support can help clarify service-side exchange status and the instructions shown for an order. Contact support when you need assistance with:
- an order that is waiting for a source transaction or confirmations;
- a deposit or payout that does not match the expected status;
- a network or receiving-address question before sending funds;
- an amount or route condition shown in the exchange form;
- a privacy request;
- an exceptional AML review;
- suspected phishing, impersonation or a security issue involving Swap-BNB.io.
For general lifecycle questions, the How It Works guide explains the normal exchange sequence before you contact support.
Security and Anti-Phishing
Swap-BNB Support will never ask you to reveal a seed phrase, private key or wallet recovery phrase. Anyone requesting those credentials is not following the service support process.
Use the contact addresses published here when you need to verify a message about an order. Check the sender domain carefully before replying, and do not approve wallet transactions or connect a wallet solely because an unsolicited message tells you to do so.
If you suspect a message or website is impersonating Swap-BNB.io, send the details to [email protected] without sharing wallet secrets.
Support Scope and Response
Support can investigate the service-side state of an exchange, review order information and explain the next step shown by the service. It cannot reverse a confirmed blockchain transfer, control a third-party wallet or guarantee when an external blockchain will confirm a transaction.
The support team operates 24/7. The target response time is within 18 hours, but complex cases, blockchain incidents or exceptional compliance reviews may require additional time.
Useful Links
Use the following documents when your question is about a policy or a known exchange stage rather than a support incident: