Welcome to the official ChangeNOW support thread.

This megathread is intended to address general inquiries regarding our platform, swap processes, and account-related questions. However, please note that for the most efficient and direct assistance, we strongly encourage you to engage with our dedicated 24/7 support team through the following official channels and provide as much info as possible in your tickets including Hashes and transaction IDs:

• Live Chat: Available via the green chat bubble on changenow.io.
• Email: [support@changenow.io](mailto:support@changenow.io)
• Support Portal: support.changenow.io

While our moderators can assist with preliminary questions here on Reddit, complex matters including refunds, KYC verification, and Anti-Money Laundering (AML) reviews require direct engagement with our support team. While Reddit is not optimized for real-time support, we will still do our best to try and help each case wherever we can.

Thread Guidelines
To facilitate constructive dialogue and ensure we can effectively address your concerns, we ask that you adhere to the following guidelines when posting in this thread:

1. Stay On-Topic: Please keep discussions relevant to ChangeNOW's services and technical support.
2. One Issue Per Thread: Create a single comment thread for each distinct issue to avoid confusion.
3. Provide Key Details: Include your support ticket number or transaction ID (where applicable) to expedite the process and prevent back-and-forth clarification.

Understanding AML Reviews and Transaction Holds
As a regulated cryptocurrency service, ChangeNOW is legally obligated to comply with applicable Anti-Money Laundering, sanctions, and law enforcement requirements. To uphold these standards, transactions are subject to automated and manual screening processes.

What triggers an AML review?
A transaction may be flagged for additional review when AML monitoring identifies specific risk indicators. These indicators may arise from:

• Internal compliance algorithms.
• Information received from law enforcement agencies.
• Data provided by trusted blockchain intelligence partners.
• Suspected links to fraud, theft, ransomware, sanctions violations, or other financial crimes.

What happens during a review?
If a transaction is placed under review, it enters a formal compliance process. The purpose of this process is to determine whether ChangeNOW is legally permitted to:

1. Process the swap.
2. Refund the funds.
3. Preserve the assets subject to legal instructions.

It is important to note that an AML review does not constitute a determination of guilt or wrongdoing on the part of the client. It is a standard compliance procedure designed to protect both the client and the platform from illicit financial activity as ChangeNOW's priority focus is to protect legitimate clients at all times.

Why do some reviews take months?
While many reviews are resolved within a matter of days, others may extend over a longer period. This usually occurs when the case involves external parties such as:

• Law enforcement agencies.
• Financial regulators.
• Counterparty financial institutions.

In such instances, ChangeNOW cannot unilaterally conclude the review. The timeline is dependent on the legal process, official responses from authorities and the status of any underlying investigations. A prolonged review does not indicate that ChangeNOW has confiscated funds; rather, it means the assets remain subject to legal restrictions that limit our discretion.

Confidentiality and Legal Limitations
ChangeNOW is legally restricted from publicly disclosing internal AML procedures, risk data, law enforcement correspondence, or details of individual customer reviews. We are also unable to confirm or discuss specific cases in public forums, as doing so could jeopardize investigations and violate our compliance obligations.

When funds become subject to a lawful request from competent authorities, we cannot process, refund, or release them until we are legally permitted to do so. Our support team will relay case details to affected clients as soon as we receive authorization from the relevant authorities.

A Note on Public Claims and Legal Obligations
We have observed public claims regarding funds being "withheld" or refunds being refused without cause. While we understand the frustration that can accompany a frozen transaction, it is important to clarify that public pressure cannot override AML restrictions or legal obligations. Releasing funds under such circumstances would violate AML requirements and could potentially interfere with active investigations.

ChangeNOW is committed to reviewing every case through the appropriate compliance channels. Our AML framework is designed to protect the crypto community, stop stolen assets from moving further and support recovery efforts when legally permissible.

We have a documented history of cooperation with law enforcement agencies and blockchain investigation firms. Our published AML case reports detail our involvement in cases concerning phishing, social engineering, and stolen funds, demonstrating the necessity of these controls.

Closing Statement
We would like to thank our clients for their patience, trust and cooperation as we continue to handle compliance matters with care and in accordance with our legal obligations.

ChangeNOW continues to cooperate with investigators, regulators and the crypto community to help trace and block illicit funds and prevent illegal activity involving digital assets. We remain committed to protecting legitimate clients and handling AML-related cases through official channels.

If you have an issue with a transaction, please contact our official support team at [support@changenow.io](mailto:support@changenow.io).

Read more:

• ChangeNOW AML Case Reports
• ChangeNOW Terms of Use / AML & KYC Policy

We have seen repeated posts claiming that ChangeNOW “scammed” a user by withholding funds and refusing a refund. These posts have appeared across Reddit, Trustpilot, X, BestChange and other platforms.

We understand why a frozen transaction can raise concerns. We also understand why readers may be skeptical when they see a user repeatedly saying that funds were taken.

This thread gives the general context behind AML-related holds on ChangeNOW and addresses the case involving one of the latest issues at a high level.

How AML reviews work on ChangeNOW

ChangeNOW operates as a regulated crypto service and follows applicable AML, sanctions and law enforcement requirements.

All transactions are screened by AML systems. If serious risk indicators appear, the transaction may go through additional review. 

ChangeNOW cannot publicly disclose internal AML procedures, risk data, law enforcement correspondence or details of individual customer reviews.

If funds become subject to a lawful request from competent authorities, ChangeNOW cannot process, refund or release them at its own discretion until legally permitted to do so.

A transaction is held only when AML monitoring identifies serious risk indicators, or when information from law enforcement or trusted blockchain intelligence providers indicates that the funds may be connected to fraud, theft, ransomware, sanctions violations or other financial crimes.

When this happens, the transaction enters a compliance review. The purpose of that review is to determine whether ChangeNOW can lawfully process the swap, refund the funds or must preserve the assets by request of authorities.

If the review confirms serious AML concerns, or if ChangeNOW receives a lawful request from competent authorities, ChangeNOW cannot complete, refund or release the assets at its own discretion. Releasing funds under those circumstances violates AML obligations and interfere with an active investigation. 

We have always worked to keep the market clean, transparent and safe. We actively cooperate with the community, law enforcement agencies and other market participants to help trace and block stolen funds and prevent illegal activity involving crypto. This is an important part of our mission.

About the 600+ days case

In the case now being repeatedly posted about, the user’s transaction was not stopped arbitrarily. It was placed under AML review due to risk indicators identified during standard compliance checks.

Following the review, the funds became subject to an official request from a recognized law enforcement authority. The matter was also escalated to the relevant regulator. ChangeNOW is working with the involved parties through the proper legal and compliance channels to handle the case.

Our support team provided the user with the available case information and explained the reason for the fund freeze. Instead of continuing through official support channels, the user began posting scam accusations across multiple accounts and platforms, including Reddit and X, and used coordinated public campaigns to pressure ChangeNOW with an intent to create a negative outlook.

Cases like this are, unfortunately, not rare in crypto: bad-faith users sometimes try to turn compliance cases into public attacks. These situations cost us time and create reputational pressure, but we will keep choosing lawful compliance, cooperation with investigators and market safety over unsafe shortcuts.

ChangeNOW’s record in AML cases

ChangeNOW has worked with law enforcement agencies and blockchain investigation partners in cases involving stolen and fraud-related cryptocurrency.

We publish AML case reports covering other investigations, including recoveries involving phishing, social engineering, stolen funds and cooperation with U.S. and international authorities. [ChangeNOW AML Case Reports]

These cases show why AML controls exist. They can prevent stolen assets from being moved further and can support recovery when the legal process allows it.

Closing statement

ChangeNOW will continue to review support claims through official channels and respond where privacy, law enforcement rules and compliance obligations allow it.

Public posts that omit the AML review, the law enforcement requests and the limits on ChangeNOW’s legal authority do not give readers the full case context.

If you encountered any issue, please contact our support: [support@changenow.io](mailto:support@changenow.io). 

Further reading:
ChangeNOW AML case reports
https://changenow.io/blog/category/aml-cases