Contact BNBSwap Support
BNBSwap Support helps with exchange orders, transaction status, deposit or payout questions and network-related issues connected to bnbswap.io. Support requests are accepted 24/7, with a target initial response within 24 hours.
For the fastest review, use the form below and include the order ID and transaction hash when available. Do not include a seed phrase, private key, wallet password or any other secret that would give access to your funds.
BNBSwap Support Email
You can contact the main support team at [email protected]. Use this address for order questions when the contact form is unavailable or when you need to continue an existing support conversation.
Include enough information to identify the transaction without sending wallet credentials. A transaction hash and order ID are normally more useful than screenshots alone.
What BNBSwap Support Can Help With
Support can review the BNBSwap side of an order and help identify which stage needs attention. The team can compare the selected route with the deposit transaction, review order status and explain what information is needed for further investigation.
Typical support topics include:
- an order that has not moved after the source transaction confirmed;
- a deposit amount that does not match the order;
- payout status or destination-network questions;
- a source transaction that is still waiting for confirmations;
- wrong-network or wrong-token submissions;
- questions about an AML or additional-review request;
- privacy or security concerns related to the service.
What to Include in an Order Request
A complete support request reduces back-and-forth and helps identify the correct transaction. Provide the information available from the order and blockchain without sharing wallet secrets.
Include:
- Order ID;
- source asset and source network;
- destination asset and destination network;
- source transaction hash;
- payout transaction hash, if already shown;
- approximate order time;
- a short description of what you expected and what happened.
If the issue involves a third-party exchange deposit, also mention the receiving platform and the network selected there.
Transaction and Confirmation Issues
Blockchain confirmations occur outside BNBSwap and can take longer when a network is congested or a transaction was broadcast with unusual conditions. Use the transaction hash on the appropriate explorer to confirm whether the source transfer has actually been included and confirmed.
If the blockchain shows the required confirmations but the order status has not progressed, send the order ID and transaction hash to support. For a full explanation of the lifecycle, see How BNBSwap Works.
Wrong Network or Wrong Token
A valid-looking address does not guarantee that the correct blockchain or token representation was used. If funds were sent through a network that does not match the order, do not repeat the transaction or send a second full amount before support reviews the first one.
Provide the transaction hash, asset, network used and order ID. Recovery options depend on the blockchain, asset, receiving address and backend support, so support cannot promise that every wrong-network transfer can be recovered.
Anti-Phishing and Support Safety
BNBSwap Support will not ask for information that gives control of your wallet. A legitimate order review can be performed using order and blockchain data rather than wallet secrets.
Never send BNBSwap or anyone claiming to represent it:
- a seed phrase or recovery phrase;
- a private key;
- a wallet password;
- a one-time code that authorizes wallet access;
- remote-control access to your device for the purpose of moving funds.
Use domain email addresses ending in @bnbswap.io for official support communication. If a message asks you to move funds to verify your wallet or reveal a recovery phrase, do not follow those instructions.
Specialist Contact Addresses
Different requests are routed to dedicated domain addresses so policy and security issues do not get mixed with ordinary order support. Use the address that matches the type of request so order support, privacy, compliance and security reports reach the appropriate channel.
| Topic | Contact |
|---|---|
| Order and general support | [email protected] |
| Privacy requests | [email protected] |
| AML / compliance review | [email protected] |
| Security reports | [email protected] |
Use the main support address for transaction troubleshooting unless the issue clearly belongs to one of the specialist categories.
What Support Cannot Change
BNBSwap Support can investigate service-side order data but cannot reverse a transaction that has already been finalized by an external blockchain. Support also cannot control confirmation rules or deposit-crediting policies used by third-party wallets and exchanges.
This separation is important when troubleshooting: BNBSwap can explain the order and payout status, while the relevant network or receiving platform controls its own transaction and crediting behavior.
FAQ
The questions below cover common support, delayed-order and anti-phishing situations. When you contact support about a transaction, include the order ID and transaction hash when available.
How do I contact BNBSwap?
Use the contact form on this page or email [email protected]. Support requests are accepted 24/7, with a target initial response within 24 hours.
What should I send support about a delayed order?
Include the order ID, source transaction hash, source asset/network and destination asset/network. If a payout hash already exists, include that as well so the team can compare both sides of the exchange.
Will BNBSwap ask for my seed phrase?
No. BNBSwap Support does not need a seed phrase, private key or wallet password to review an order, and those credentials should never be shared.
What if I sent a token on the wrong network?
Contact support with the order ID and transaction hash before making another transfer. Recovery depends on the asset, network and destination, so no universal recovery guarantee can be made.
How can I tell if a support message is suspicious?
Check that the communication comes from the bnbswap.io domain and be cautious of requests for wallet secrets or unexpected fund transfers. Genuine order support should rely on order IDs, transaction hashes and route information.
Where do I send privacy or AML questions?
Use [email protected] for privacy requests and [email protected] for AML or transaction-review questions. Security reports can be sent to [email protected].