🤝 Contact Ex-money support
We are always happy to help you! The Ex-money service team is ready to answer your questions, solve any difficulties and provide consultation on any aspects of working with cryptocurrency exchange.
📬 Communication channels with support:
Choose the most convenient way to contact us - we strive to be in touch where it is comfortable for you.
✉️ Email: support@ex-money.net
→ For official requests and documents
→ For complex cases requiring detailed analysis
→ For inquiries about account security
→ Response time: within 24 hours on business days
🤖 Telegram bot: @exmoney_support_bot
→ For quick questions and operational assistance
→ To check the status of the application
→ To receive links for access recovery
→ Works in automatic mode 24/7, live support is connected if necessary
📝 Feedback form on the website
→ Available on every page in the "Help" section
→ Allows you to attach screenshots and files
→ Automatically creates a ticket with a unique number
→ Notifications about responses come to the specified email
🗂️ Topics of appeals that we help to solve:
✅ Questions about cryptocurrency exchange:
• Status and tracking of the application
• Adjustment of details before sending funds
• Questions about rates and commissions
• Technical errors during registration
✅ Verification and account security:
• Assistance in passing KYC verification
• Account access recovery
• Questions about two-factor authentication
• Checking suspicious activity
✅ Technical questions:
• Problems with loading pages or forms
• Errors when connecting a wallet
• Questions about API and integrations
• Compatibility with browsers and devices
✅ Affiliate program and business requests:
• Connection to the referral system
• Questions about payments and statistics
• Individual conditions for partners
• Integration of payment solutions
✅ General questions:
• Information about available currencies and networks
• Service limits and restrictions
• Legal documents and privacy policy
• Suggestions for improving the service
⏰ Working hours and response time:
📋 How to prepare an appeal for a quick solution:
To help our team assist you as efficiently as possible, we recommend specifying in the request:
1️⃣ Application number (if the question concerns a specific exchange)
→ Format: a set of numbers and/or letters
→ Located in the confirmation email and in the personal account
2️⃣ Wallet addresses and transaction amounts
→ Sending and receiving addresses
→ Amount in the original and target currency
→ Blockchain network (TRC20, ERC20, BEP20, etc.)
3️⃣ Screenshots or error logs (if applicable)
→ Screen with error message
→ Transaction confirmation in the blockchain explorer
→ Correspondence or notifications related to the question
4️⃣ Contact details for feedback
→ Current email or Telegram nickname
→ Preferred language of communication (RU/EN)
→ Convenient time for communication (if the question requires clarification)
🔒 Security when contacting support:
• Our employees NEVER ask for:
→ Private wallet keys
→ Seed phrases and account passwords
→ Payments for "unlocking" or "accelerating" transactions
• Check official details:
→ Website domain: ex-money.net
→ Support email: only @ex-money.net
→ Telegram bots: only verified through the website
• If you suspect phishing:
→ Immediately stop communication
→ Report to us through the official channel
→ Change passwords and check account activity
❓ Before contacting, check:
Perhaps the answer to your question is already in our knowledge base:
Unique ticket number for tracking;
📊 Confirmation to email with a brief summary of the question;
Link to the personal account to view the history of correspondence.
Evaluate the quality of assistance after solving the problem.
🌍 🇬🇧 English (basic support)
For appeals in other languages, we use translation tools - please formulate questions as simply and unambiguously as possible.
If you encounter a critical situation:
Funds have not arrived within 24 hours after network confirmation;
🚀 Suspicion of unauthorized access to the account;
Technical error blocking the completion of the exchange.
Thank you for choosing Ex-money! We value your trust and do everything to make your exchange experience safe, fast and comfortable. 💙
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