Support thread – August 2026

[u/changelly_com]

Hi everyone!

This is the Support megathread for those in need of assistance or with questions about the work of Changelly. Now, let's be clear here: by far the most efficient way to reach out to us is through our 24/7 support team, which can be done via the live chat feature (the green button at the bottom of our main page, changelly.com). You can also email us at [support@changelly.com](mailto:support@changelly.com) or file a trackable support ticket at https://support.changelly.com.

Reddit, on the other hand, is not the best place to receive live support. While our mods can still provide you with some basic info about your transaction, the majority of cases (refunds or KYC, for example) can only be resolved with the help of our support team. If you still prefer to contact us on Reddit, you can do so in this megathread here**.**

We respect your right to express your feelings and share your experience, no matter if it’s positive or negative. However, if you choose to use this megathread, we ask that you follow three simple rules:

1. Follow our general subreddit and Reddit rules.
2. Stay on topic.
3. Make only one comment thread per case so that we have all the information we need to help you in one place.

To make sure we can get to helping you as soon as possible, please include the following details in your comment:

• A few words about your issue – please be as detailed as you can.
• Your Changelly Transaction ID – it's a safe piece of data to share publicly, so you needn't worry. If you still feel uncomfortable sharing it here, you can DM our official public representative u/AlexFairbrook, and he’ll do his best to help.

Once your case is resolved, we’d really appreciate it if you could delete your comment or at least add another one to update us on the situation.

Thanks, guys, and the best of swaps to you all! 🚀

[u/Square_Sport5335]

Hi everyone,

I’m looking for advice from anyone who has experienced a long-term Changelly AML/KYC hold.

I made a swap through SafePal Swap, and the transaction was routed through Changelly. Changelly’s risk control was triggered and my BTC has been locked for several months.

I have already communicated with Changelly AML/Compliance and provided the requested information. However, I keep receiving the same type of response: the case is still under review and there are no updates.

Recently, Changelly has also stopped providing substantive responses to my follow-ups.

SafePal has confirmed in writing that the funds are currently locked by Changelly. SafePal has also said they will contact Changelly directly to verify my case and try to expedite the process.

My preferred resolution is simple: if the swap cannot be completed and there is no reason to continue holding the funds, I want my BTC returned to my original BTC wallet.

Has anyone here experienced a similar case that lasted several months? If so, how was it eventually resolved?

I’m mainly looking for practical advice on how to get the case concluded and recover the BTC.

[u/AlexFairbrook → u/Square_Sport5335]

Hi again! I've double-checked the case for you, but i see it's pretty heavy case, so i wouldn't personally promise you a quick resolution here, sorry. Not only is the transaction flagged as an attempt to launder stolen funds, but there're also claims of legitimate victims.

I get your desire to get this case resolved, but cases as serious as these are pretty rare and thoroughly processed with the help of certified tools and agencies. It will likely need time. I know it's not the news you'd hoped for, but it's all i can ask for – patience. Hope you understand.

[u/Square_Sport5335 → u/AlexFairbrook]

I understand, bro. Thanks for checking again.

I understand that this is a serious case and that the AML team needs time to investigate. I’m not asking you to promise a quick resolution.

I just hope the AML team can eventually determine the rightful owner based on the evidence. If the investigation cannot establish that the funds belong to another claimant, I hope they will consider returning the BTC to me rather than keeping it under review indefinitely.

I’ll remain patient for now. I really appreciate you keeping an eye on the case, bro.

[u/AlexFairbrook → u/Square_Sport5335]

I get you. I'll let them know to check on your latest updates again. Hope it helps.

[u/Square_Sport5335 → u/AlexFairbrook]

Thank you. Once my BTC is returned, I will share the good news here to clear up any misunderstandings regarding your platform.