1.Account & order help
For day-to-day account, order, or payment questions, email support@xchangely.io. Include your account email in the subject line so we can find your record quickly.
2.Verification, KYC, or Source of Funds
If you're stuck on identity verification or have been asked for Source of Funds documents, the fastest path is to reply directly to the email that asked for the document. Otherwise: support@xchangely.io with "KYC" or "SoF" in the subject.
3.Formal complaints
If you have a formal complaint about how we've handled your account, your data, or a specific order, please use the dedicated complaints channel — it is routed to a separate reviewer and tracked on a regulated complaints log.
4.Security disclosures
If you believe you've found a security vulnerability, please disclose it responsibly to security@xchangely.io. We will acknowledge within 24 hours. We do not currently run a paid bug-bounty programme but coordinate disclosure publicly with credit.
5.Data-protection enquiries
For data access, deletion, or other GDPR rights requests, contact our Data Protection Officer at support@xchangely.io. We will respond within the statutory 30-day window.