Contact DOTExchange.io
Contact the team through the address that matches your request. For a paid exchange, start with its order ID and the stage that remains unresolved so the case can be matched to the right records.
Exchange Support
Email [email protected] for questions about quotes, deposits and payouts. Support coverage is daily from 09:00 to 21:00 UTC, with a first human reply target of 30 minutes during those hours.
The reply target concerns the first response. Resolving a case can require transaction evidence, network processing or information from a sending or receiving provider.
Messages received outside coverage are handled when support resumes. Keep replies in the same email thread so the order history stays together.
Include the Details That Identify the Issue
Send the smallest set of details that explains what happened. Public transaction evidence is usually more useful than an unexplained screenshot of a wallet total.
Include:
- Order ID.
- Sending and receiving assets and selected networks.
- Actual amount sent, if payment has been made.
- Source transaction reference and any available payout reference.
- The status or error you can see.
- What you expected to happen next.
For example: “My order shows the DOT deposit, but the receiving wallet has not credited the payout. Here is the order ID and outgoing transaction reference.”
The exchange lifecycle guide helps identify the stage. If a transaction has not been broadcast by a hosted sender, include its withdrawal status and explain that no on-chain reference is available yet.
Privacy and Compliance Requests
Email [email protected] for a request concerning information associated with your use of the service. Describe the request and an order reference where relevant, without attaching identity documents unless the team explains why they are needed.
Email [email protected] for an order-review question or a response to a compliance request. Keep the existing case reference in the subject and follow the collection instructions supplied for that review.
The Privacy Policy explains data requests and handling. The AML Policy describes review triggers and possible order outcomes.
Protect Your Wallet When Asking for Help
Support does not need your seed phrase, private key or wallet password. Do not send those details, grant remote wallet control or make a separate payment to “unlock” an exchange.
A private order link can expose order information, so do not post it in public groups. If you receive an unexpected request, verify the sender and continue through the relevant address on this page.
For questions about the service’s scope, read About DOTExchange.io. Your wallet developer or external platform remains the contact for restoring its access or changing its internal account restrictions.