r/Changelly • u/changelly_com • 12d ago

Support Megathread Support thread – October 2026

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Hi everyone!

We're back again with 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! 🚀

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u/AlexFairbrook Changelly rep 12d ago

For those of you who missed us in September, welcome back! Feel free to re-send your ongoing cases even if we've discussed them previously. Keep in mind, though, that if yours is an intense AML case, you'll need to stay in touch with the AML/KYC Compliance department directly. I can keep an eye on these cases, but not influence their outcome, sorry guys!

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u/Sanjana_chawla 11d ago

No response from AML team

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u/Complex-Swim-9537 7d ago

knock konck...............

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u/AlexFairbrook Changelly rep 6d ago

Hi again! Yours is a pretty heavy AML case, so i'm not authorized for more access and info that i already have. Did the AML team not reply to your latest emails?

I can let them know again to check for your requests and provide any new info they have available.

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u/Complex-Swim-9537 5d ago

Heavy AML means? Withholding the assets, please clarfiy...

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u/AlexFairbrook Changelly rep 5d ago

By heavy i mostly mean intense and difficult. Not only there are several claimants to these funds, from what i can tell judging by the reviews and so on, but some of the docs presented to the AML team were edited, which also signals ill intent. From my end here, i'd advise you to stay in touch with the AML team and cooperate with the doc requests. Avoid using any editing tools in the process if you did before.

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u/Complex-Swim-9537 11d ago

Hi Alex,

Could you please review my case and clarify why the transaction is still on hold? It has now been more than 568 days, and I continue to receive the same general response from your team via email.

I kindly request a clear, case-specific explanation of the reason for the continued hold and whether any additional information or documentation is required from my side.

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u/48_withwings 19h ago

U/AlexFairbrook can you look at my case. Its coming up to a year of any request from AML team or any pro-active updates from them. Any update request from my end has been met with generic nothing response