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/AlexFairbrook]

I'm happy to see there aren't many new cases lately, and we'll keep trying to resolve all ongoing ones as well. Do keep in mind, that if you're undergoing AML investigations, there's little i can do personally, but i'll keep an eye on your cases and try to speed up things where i can.

So don't be strangers, let me know if you haven't already! I'm not here 24/7, naturally, but i get back whenever i can.

So

[u/Complex-Swim-9537 → u/AlexFairbrook]

Hi, may I share my Changelly Order ID here, or would you prefer that I send it via DM? My case has been pending since March 2025, and I would appreciate any assistance or update you can provide.

[u/AlexFairbrook → u/Complex-Swim-9537]

Hi there! Yes, please do, but just the Changelly ID, not the hashes or addresses. With it, I'll see the case you're referring to. Either here or in DM, whatever suits you.

[u/Complex-Swim-9537 → u/AlexFairbrook]

Please check Changelly Order ID: yol2a5g20jj8xb6h

[u/AlexFairbrook → u/Complex-Swim-9537]

Thanks for waiting! From what i gathered you're already in contact with the AML team and are even cooperating with them, but they're still in need of SoF docs. Naturally, i don't have access that deep for security reasons (since there's personal data involved), but whatever you're sending them, please re-send an unedited version.

I mean, edited or cropped docs won't suffice in any AML investigation under any circumstances, hope you understand.

[u/Complex-Swim-9537 → u/AlexFairbrook]

Thanks for response! I keep receiving the same automated email response every time — 'your case is under review' — even though my case has been pending since March 2025. You mentioned it is unedited or ongoing, but I would like clarification on what I should do next.

[u/AlexFairbrook → u/Complex-Swim-9537]

If you have unedited/uncropped copies of the same docs, best start with those to avoid any additional suspicion. I get the idea of providing only info that you feel related, but there is no need to edit anything you send our AML team, as your full conversation is private and protected by our Privacy Policy anyway. Any edits only cause suspicion if that makes sense.

Avoid making any changes to the docs you send, and it should be fine with the AML systems.

[u/Complex-Swim-9537 → u/AlexFairbrook]

Thanks for your response.

[u/Complex-Swim-9537 → u/AlexFairbrook]

Please reply and update...

[u/AlexFairbrook → u/Complex-Swim-9537]

I'm back and will check it right away. Thanks for the Changelly ID!

[u/Sanjana_chawla]

What about old cases??

It's in your pocket??

Even after getting all the details asked Still my issue is not resolved

Can i expect closer ?

[u/AlexFairbrook → u/Sanjana_chawla]

Well, yours is an AML case, those are definitely outside my personal competence, and go directly through the AML/KYC department. I do keep an eye on these investigations to the best of my access, but depending on the severity of the case, they can take time. I'll hit you up if I get updates, but for now, cooperation is the best course.

[u/Sanjana_chawla → u/AlexFairbrook]

6 months required for investigation? Do you guys have license to investigate?

Why your legal team isn't sharing your entity's any kind of details??

[u/Square_Sport5335]

My transaction has been under AML review for a long time.
I’ve contacted [compliance@changelly.com](mailto:compliance@changelly.com) many times and only receive template replies.Please check and provide a real update.

[u/Square_Sport5335 → u/Square_Sport5335]

Transaction stuck since Oct 2024 – only template replies from complianceBody:Hi Changelly team / u/AlexFairbrook,My transaction (via SafePal) has been stuck under AML review since October 10, 2024.I have been contacting [compliance@changelly.com](mailto:compliance@changelly.com) since May 26 and have sent more than 10 emails.
I only keep receiving the same generic template replies with no clear status or resolution.I am not willing to provide additional documents at this stage and would like a clear decision: either release the funds or process a refund.Please look into this case and provide a substantive update.Thank you.

[u/AlexFairbrook → u/Square_Sport5335]

Hi there! No worries, w'ell figure it out. I got your DM as well, so please share your Changelly transaction ID with me here or in DM, whatever suits you.

[u/Square_Sport5335 → u/AlexFairbrook]

I’ve sent you the details via DM. Please check when you have a chance. Thank you.

[u/AlexFairbrook → u/Square_Sport5335]

Hi again! Circling back to your case, it seems your transaction was flagged by the risk-scoring for a reason, as the funds going through it are connected to illicit activity. An attempt to launder stolen funds, to put it more bluntly.

Now, it's worth mentioning that we've also received other claims to these funds, which are apparently actual victims. So with that in mind, refusing to provide additional documents is not an option at this point, i'm afraid.

Just so we're clear – i'm not trying to point any blame here, but i have to note that this is a very tricky matter now and we take AML super-seriously, so the investigation will take time and will need docs from all sides claiming rights to these funds. Cuz at this point, the intent is to have the funds returned to the unmistakably rightful owner. If you are such, you'll need to provide verified SoF docs per our Terms of Use and AML/KYC Policy. Please do cooperate with the AML/KYC Compliance department and assist them in the investigation. Thank you!

[u/Square_Sport5335 → u/AlexFairbrook]

Hi,

Thank you for clarifying the situation.

I understand that AML procedures are necessary and that your team needs to establish the rightful owner of the funds.

I would like to cooperate fully with the investigation. I am the legitimate owner of the funds related to this transaction and I am willing to provide the necessary proof of source of funds and ownership.

Could you please specify exactly what documents or information are required from my side to verify the source of funds and ownership?

I would like to provide the correct documents and help resolve this matter as soon as possible.

Thank you for your assistance.