User Support

User Support

30th January 2019 0 By V

XCH4NGE was founded with the mission to make cryptocurrency accessible for everyone, and a big part of that mission includes customer support. We’re here to make buying, selling, transferring, and managing your cryptocurrency easy, which is why we want to make reporting and solving an issue as simple as possible. 

If you have a problem or issue, please choose the support method that is most applicable to your situation from the channels listed below.

Non-Critical Support

Have a question? Don’t worry! We have plenty of resources to help you register, buy cryptocurrency & sell cryptocurrency, information on our policy, and more. For issues or questions that do not require immediate resolution, there are numerous ways to get in touch with our support team!

Although you can reach us through any of our social media channels, Twitter & Telegram are your best bet for general questions or comments that are not sensitive or account specific. You can reach us on both platforms here:

Twitter: @XCH4NGE

Telegram: XCH4NGE Community

As a reminder, XCH4NGE staff will never ask you for your password or sensitive information.

Critical Support

For issues that require immediate resolution or include sensitive, account specific information only, please contact support via email at support@xch4nge.com. We believe in transparency when dealing with our users, which is why we’ve laid out our transparent customer support benchmarks below.

Agent Response Time Target: 2 hours (within business hours)

Within 2 hours of submitting your ticket, you should receive a response from a live support agent. If the issue is not technical in nature, we should be able to resolve your problem without escalating any further.

If your issue requires escalation, your support agent will inform you of the next steps necessary to resolve your problem as well as provide an estimated resolution time.

Full Resolution Target: 72 hours

We will always aim to resolve all reported issues to the users’ satisfaction within 72 hours from receipt of your support request. If your issue is likely to take longer to resolve than this target, you will be given an updated

This estimate will also lay out the steps we’re taking to resolve your problem. Upon resolution, a final follow-up email will be sent to the user confirming a successful solution.

Please note that these targets are presently only applicable within business hours, and assume the timely cooperation of the user. In the event of a ticket being raised out of hours, the response timer will begin from the start of posted business hours.

Business Hours GMT+1

Monday-Friday: 9am-6pm

Saturday & Sunday: 10am-5pm

Filing a Complaint

We take all complaints seriously. Any complaints about us or the services we provide should be addressed to XCH4NGE Customer Support. Please clearly indicate that you are wishing to make a complaint to us. This helps us to distinguish a complaint from a mere query.

Our Complaints Procedure sets out the process for submitting and resolving any complaints. You may request a copy of our complaints procedure at any time by contacting customer services via the live chat function on the XCH4NGE Dashboard.

To register with XCH4NGE click here