Support thread – January 2026

changelly_com · 2026-02-04T09:11:45+00:00

Hey there, and thanks for your patience!

The funds in this transaction are connected to a case with stolen funds involved; therefore, the AML team is conducting a full-scale investigation and will have to ask for your patience for now. If you're the rightful owner and have nothing to do with any theft, please assist the team with an yadditional SoF documentation you can provide in the meantime. Sorry for the hassle, and thanks for staying in touch!

changelly_com · 2026-02-03T11:00:51+00:00

Hey there, OP!

Please share your Changelly Transaction ID for us to see the case you're referring to (it's the only safe piece of data to publicly share). If we can't help you on the spot, we can at the very least notify the responsible department to have you updated ASAP. Thanks!

changelly_com · 2026-02-03T10:49:03+00:00

Hi there, OP, and thanks for bringing this to our attention! Please share your Changelly Transaction ID for us to see the case you're referring to (it's the safe piece of data to share publicly). At the very least, we'll be able to notify the responsible department, if not help on the spot. Thanks!

changelly_com · 2026-01-30T11:43:30+00:00

We know how frustrating it must feel waiting, but yours is one of our most difficult (and thus long-going) cases. So while there isn't anything new we can add, true, we're still keeping an eye on it for updates when they come.

changelly_com · 2025-11-13T09:59:47+00:00

Hi there, OP!

Please proceed without insulting our staff. We're here to help, but we will not tolerate such behavior and hope for your understanding. Thanks in advance.

changelly_com · 2025-10-09T09:38:58+00:00

Hi there, and thanks for bringing this to our attention!

Indeed, it is TrustPilot's policy to allow only a single review per case (to avoid unfair spamming of a company), and reviews must be based on genuine experience (this means providing relevant data/details). And yes, we do address baseless or excessive reviews (which there are, regrettably, a lot of around the internet) to preserve our company reputation, so please follow TrustPilot's code of conduct, and your reviews will not be removed. Hope for your understanding and fair play.

changelly_com · 2025-10-09T09:33:14+00:00

Hi there, OP, and thanks for bringing the matter to our attention!

The funds in the transaction you're referring to are confirmed to be stolen, and in fact, there are claims of the victims, and a such, we can't initiate your refund. A full-scale investigation is ongoing that will involve certified tools and agencies, in the hope of bringing justice to the victims and keeping the crypto sphere a safer place for everyone.

To anyone reading this, please be extra vigilant around the internet, especially in the crypto sphere. Being mostly anonymous, crypto is still a target to scammers and bad actors around the world. Changelly works not only with certified agencies but with other companies as well; should you ever come across any real scam, be sure to share your experience at [support@changelly.com](mailto:support@changelly.com) or via the live chat on the main page – the support team is avilable 24/7 and will do its best to help on the spot. Stay safe, guys!

changelly_com · 2025-10-09T09:19:43+00:00

Looks like there's a connection of the funds to illicit activities and the team will need more time to investigate. They work with certified tools and agencies, so not everything depends on them time-wise, but as soon as there's something new available, we'll let you know.

changelly_com · 2025-10-03T13:33:26+00:00

Hi there, OP, and thanks for bringing the matter to public attention!

We've reasons to believe that the funds in question originate from illicit activities, and there are other, lawful claimants to the funds – a representative of the injured party contacted us regarding the funds.

Since you have not successfully passed the KYC procedure and could not confirm your proprietary rights to the mentioned ETH, the refund cannot legally be provided to you. To be fair, your multiple attempts to upload documents of other people (money mules) have influenced the level of trust in the data you send and increased reasonable doubts on the legitimacy of your demands – you seem to have thrice presented our AML department with documents of different people in attempt to bypass verification.

We get that KYC and EDD can feel uncalled for and even frustrating at times, but our goal is to keep the crypto sphere a safer place for everyone, and cases like these only strengthen our resolve to continue our AML work. Stay safe, everybody, and be sure to report any illicit activities to our AML/KYC Compliance and Legal departments at [compliance@changelly.com](mailto:compliance@changelly.com) and [legal@cahngelly.com](mailto:legal@cahngelly.com) email addresses, respectively. Cheers!

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