AllSwap does not require users to register an account, and you can still contact official support at [email protected] or on Telegram at @allswapservice if an order has a problem. Provide the order ID, deposit address and source-chain payment transaction hash. If you have lost these identifiers, support may try to locate the order using on-chain evidence, but finding or recovering it is not guaranteed.
How can support look up an order if I have no account?
AllSwap's consumer swap process does not use a username, email address or verified identity as the transaction index. Instead, support checks specific order identifiers against on-chain records. The order ID (orderId) distinguishes one transaction from another; the one-time deposit address is the payment destination for that order; and the source-chain transaction hash (TxID) is the verifiable blockchain record of your payment.
If you still have the order page, check its current status first, then copy the order ID and deposit address. A successful lookup depends on having information that can still be matched to the order. A deposit address or TxID can narrow the search, but neither one alone proves that the person contacting support controls a particular wallet or exchange account. If both the order ID and deposit address are missing, you may still contact support with the source-chain TxID and ask them to investigate. However, the result depends on the available order data, the asset type and the on-chain payment route. It should not be treated as a guaranteed account-recovery feature.
What information should I provide to AllSwap support?
To reduce repeated requests for information, organize the evidence in this order:
- Order identifiers: Provide the order ID, the one-time deposit address shown by AllSwap, and any corresponding Memo or Tag displayed for a network that requires one.
- Proof of payment: Include the source chain, payment asset, amount sent, time sent and complete source-chain transaction hash. If you withdrew from a centralized exchange, also retain the withdrawal record, withdrawal order number and a screenshot of the status page.
- Expected outcome and current status: State the destination chain, destination asset, receiving address, page status and the last time it changed. If the page already shows a destination-chain payout hash or refund transaction hash, include that as well.
- Relevant screenshots: You may provide screenshots of an error, the order status or the exchange withdrawal record. Redact balances, account identifiers, unrelated addresses and personal information that are not needed for this order.
Before sending the request, use the appropriate blockchain explorer to confirm that the TxID exists, the network is correct, and the amount and destination address match. This helps distinguish a transaction that has not yet been confirmed on-chain from one that succeeded on-chain but has not updated in the order. For a missing payout, you can also follow the troubleshooting steps for a swap that has not arrived.
How do I claim a refund if I did not enter a refund address?
If you entered a refund address when creating the order, a failed order is handled using the refund address specified in that order. If you did not enter one, the relevant refund first goes to AllSwap's platform fallback refund address; it does not automatically appear in your wallet. You must contact official support with genuine proof of payment. Support then verifies the order, the on-chain transfer and your connection to the payment before arranging a manual refund.
Genuine proof of payment must show that the applicant actually initiated the transfer, rather than merely copying a public TxID from a blockchain explorer. This distinction is especially important when the payment came from an exchange or another custodial wallet, because the on-chain sender may be the exchange's or custodian's hot wallet. In that situation, a complete withdrawal record is particularly important. The time required for manual verification and refund processing depends on the completeness of the evidence, the source-chain status and operational handling; it is not a fixed-time commitment. See the AllSwap refund guidance for additional boundaries.
How can I verify genuine support and protect my assets?
Verify contact details through the AllSwap Help Center. Official support may need public on-chain evidence and relevant screenshots to investigate an order, but support does not need—and should never receive—any of the following:
- a wallet private key, seed phrase, Keystore file or full password;
- an email, exchange or SMS one-time password;
- an unfamiliar wallet signature, a new transfer or a supposed “unfreezing fee”;
- remote control of your device, sensitive actions during screen sharing, or a wallet import.
If someone sends you an unsolicited private message and asks for any of these items, stop the conversation and do not open their links. Return to the help page on allswap.io and use an official channel to verify the request. Although blockchain addresses and TxIDs are public data, sharing them can expose links between transactions. In line with the AllSwap Privacy Policy, provide only the personal information needed to investigate the order.
How long does AllSwap support usually take to reply?
The current reference published on AllSwap's help page says that email replies usually arrive within 24 hours, while Telegram replies often arrive within a few minutes. These are general response-time references, not a fixed service deadline for every order, and they do not mean funds will arrive within the same period. A complex exception may also require the team to wait for blockchain confirmations, verify who made a transfer or examine the underlying settlement status.
After submitting a request, keep the email subject line, the time it was sent and the support response. Add any further evidence to the same conversation thread. Do not send another payment to a one-time deposit address while waiting, and do not open several tickets containing conflicting information. Clear, complete and verifiable order evidence helps support locate the issue more accurately than registering an account or disclosing additional personal information.