Contact Support
Swap stuck? Something not right? Drop us a message. We handle all order disputes, missing Monero, and general questions — typically within 24 hours.
Email Support
Email is the only way to reach us — and that's intentional. No chat widgets that log sessions, no ticket systems that demand your identity.
support@moneros.financeOrder Issues
When writing about a swap, always include your Order ID (ORD-XXXXXXXX) and the deposit transaction hash. Without these we cannot locate your order.
Check FAQ first →Response Time
We respond within 24 hours. If your Monero swap is stuck and time is critical, put URGENT in the subject line and we'll prioritize it.
Before You Email
Most swap issues resolve themselves once the source blockchain reaches the required confirmation count. Before reaching out, please check:
- Confirm your deposit transaction is on-chain and has enough confirmations (use a block explorer for the coin you sent).
- Verify you sent funds to the exact deposit address shown on your order page.
- Make sure you sent the correct currency — sending the wrong coin to a deposit address cannot be recovered automatically.
- Confirm the amount sent was above the minimum threshold for your currency pair.
- Check our 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 page)
- Transaction hash (TXID) of your deposit
- The currency pair — e.g. BTC → XMR or ETH → XMR
- The amount you sent
- Your Monero destination address
- Date and approximate time of the deposit
Business & Partnership Inquiries
For integration requests, volume arrangements, or other business matters, email support@moneros.finance with the subject line "Business Inquiry".