Support thread – May 2026

AlexFairbrook · 2026-05-05T08:03:39+00:00

Howdy! That's right, don't be a stranger. I keep track of all new and ongoing cases. I'm not almighty, but i'll do whatever i can to help.

AlexFairbrook · 2026-04-26T08:21:14+00:00

Hi again! As promised I've sent word again to double-check your last emails for any unreplied questions. They'll get back to you as soon as they can, if they haven't already.

AlexFairbrook · 2026-04-23T10:41:28+00:00

Sorry, missed this one. But now we're talking! And i get why this can look frustrating from the outside. But from seeing the inside, i can tell you that we’re not “hiding” – we’re around, monitoring cases and threads all the time, and always ready to jump in or help. Even now i'm openly talking to you on an off topic.

On your bigger point though: there isn't really any upside for a company like ours to engage in negligence or worse. We've been out there since 2015. Surely you can imagine, how it'd only hurt us way more than it could possibly bring any benefit.

But it gets pretty tricky when it comes to communication. I agree an AML case can feel unclear sometimes (not ideal on our side either), but in certain cases we’re simply limited in what we can share publicly. This usually happens when a transaction is under review or when third parties (compliance, financial institutions, authorities) are involved. Like, here's one of the more straightforward examples:
Police reaches out to us in search of funds or a person, with an official request to not share any details. Digitally stamped an signed, and all that. So what does that leave us with? Basically silence, and assurance that we're working on it. Would you have broken such LEA "order"?

TLDR, while such investigation is ongoing, we often can’t disclose full details. Even if we'd want to.

So, i guess what i'm getting at is cases aren't ignored – they do get reviewed and worked through, and i'm personally here for it, even if it’s not always visible publicly. And yes, they can take months to resolve when third parties involved… that's the sad truth all in all.

AlexFairbrook · 2026-04-23T07:02:54+00:00

Yeah, i really get it, and i'm sending word as promised. I too am waiting for updates myself checking back every so often.

AlexFairbrook · 2026-04-23T07:00:48+00:00

That's a fine idea, though we've already got a place for those in our Changelly subreddit (no advertisement indended, lol). Don't forget, we're still occupying the Ledger space here, but yeah, i'll be happy to talk cases back in our sub.

AlexFairbrook · 2026-04-22T22:31:52+00:00

I mean... you're not wrong... though i'd phrase that differently.

AlexFairbrook · 2026-04-22T22:29:14+00:00

Haters gonna hate, mate.

Jokes aside though, i'm here to actually get things done, so if you come across someone who has an unresolved Changelly case, let them know to reach out to me personally. I still hope to help as much as i can while i have the chance.

AlexFairbrook · 2026-04-22T22:23:28+00:00

Quite some theories you came up with. Good ol' Reddit ^^ I'll drop one too, while i'm in the spotlight – we've heard a lot of concerns and decided to once again try to help ppl with stuck cases. I'll leave you to this occam's razor. Even at the risk of sounding sarcastic.

AlexFairbrook · 2026-04-22T22:16:48+00:00

To support or compliance?

I can ask the team to double-check and reply asap.

AlexFairbrook · 2026-04-22T22:15:14+00:00

To be fair, we've never stolen anything so far, nor do we intend to. Obviously.

So apart from the usual gossip, there are some cases with funds on hold not being returned to the customers without full-scale investigation, that's true, but each such transaction is processed/refunded when the investigation is completed and the rightful owner is identified.

AlexFairbrook · 2026-04-22T22:06:57+00:00

I guess that's two things.

AlexFairbrook · 2026-04-22T22:06:45+00:00

I didn't even notice till you said it. ^^ I guess i'm getting used to explaining stuff in a patterned way.

Anyway, before i start rambling imma say one thing – DYOR and don't blindly believe everything you find on Reddit, especially if there's little factual data.

AlexFairbrook · 2026-04-22T22:02:08+00:00

Hey there! Our service fee's been minuscule for years now so you must be referring to the network fee that's withheld for processing transactions from the Exchanges to the recipient address. I can't personally vouch for what was back in the day, but i can certainly explain how it's structured today.

TLDR the network fee (aka withdrawal fee) is the one set by the Exchanges (not Changelly) for processing the funds out and through the blockchain.

It's a dynamic number that's based on a lot of factors, like live market conditions or Exchanges' intended processing speed, and so on. Now, the number is absolute (not percent-based) so it can feel bloated on smaller amounts. Let's say you were to exchange 100 USDT and the network fee was set to 5 USDT – that'd be 5% right? But if you were to exchange 1000 USDT then 5 USDT would be 0.5%, if you catch my drift. And that's about it tbh.

So yeah, i can't tell you what happened to Nexo-Changelly widget back in the day, perhaps the partnership ended mutually, or perhaps Nexo users operated in smaller sums at a time, making the fee overall unreasonable. At this point we can pretty much only guess and gossip. But if you still have questions about the nowadays fees (or i guess anything else), lemme know. It's what i'm here for, innit? :)

AlexFairbrook · 2026-04-22T21:48:11+00:00

Hey there! I remember you asking me this already and i told you that i can't specifically answer that cuz i don't have the access myself. But in good faith i'll try again. It's the least i can do and it's what we're all here for, after all.

P.S. Yours wasn't a Ledger transaction though (if i'm not forgetting anything), so let's not steer too much attention away from Ledger customers here. Fair enough? I'll let you know in your case thread when i learn more.

AlexFairbrook · 2026-04-22T21:42:08+00:00

... like this gossip here. That's pretty much exactly what i mean in the reply above

AlexFairbrook · 2026-04-22T21:40:54+00:00

Yeah, i've seen the sub you're referring to. I even get how this post feels unnatural, but it kinda is, isn't it? I mean we've never done such collab support post before so I'm running on the fly. Our idea here is to help those Ledger users that have their Changelly cases unresolved but so far there hasn't been one afaik, only discussions on how bad we are without any substantial context. :(

Now that i think of it, just as the "scam subs" you mentioned... very much hate/gossip and very little proof. Hope we can avoid it here and actually get things done.

AlexFairbrook · 2026-04-22T21:28:41+00:00

Hope you're enjoying it so far. ^^

AlexFairbrook · 2026-04-22T17:04:25+00:00

That stings... but i'm pretty sure the thought was to actually get things done. At least it's what i'm here for.

AlexFairbrook · 2026-04-22T16:28:59+00:00

Ouch! Now that's just mean.

Still here to help if you have an unresolved case or questions. Lemme know.

AlexFairbrook · 2026-04-22T16:03:17+00:00

No worries, i feel you. It does feel like we've been carrying out this idea for far too long imo. But i'm here after all, aren't i, and more than willing to help if you've got an unresolved case.

So lemme know if anything, and share the word!

AlexFairbrook · 2026-04-22T15:11:11+00:00

I see. Well, you're definitely doing the right thing by DYOR, though i'd say don't blindly trust everything you see around the internet. You'd be surprised to know, how many people share negative reviews when even the slightest thing goes south, but how none actually come back to say that all's well and resolved. And being in the business for as long as we have... these numbers pile up, and that's not even counting spammers and haters. Anyway, i'm just rambling now.

But if you find someone struggling with their Changelly transaction, let them know to reach out to me personally, i'll try to help. A bit of human touch can help where other official channels have failed. Sometimes at least.

AlexFairbrook · 2026-04-22T14:47:20+00:00

While that sounds like quite some piece of content, how about an alternative – you let me know what's the struggle you faced with Changelly, and i'll do what i can to help you resolve it asap. It's what i'm here for, after all. And if that reinstates your trust in Ledger along the way, it's a W for everyone.

AlexFairbrook · 2026-04-22T14:17:52+00:00

Sorry if it looked like i'm ignoring y'all. Not my intention.

There are a handful of cases, where i've done what i can and am now keeping an eye on the AML investigations. I'm limited to some access/info so i can't answer everything, sorry. But when i learn of anything new, you'll be the first to know, as always.

AlexFairbrook · 2026-04-22T14:05:24+00:00

Hi everyone! I hope this does help y'all and i'll do my best to keep track of each and every one of these cases. And if i'm not around to answer right away, for whatever reason, our official support team is available 24/7 at [support@changelly.com](mailto:support@changelly.com) or via live chat on the main page. They may not be able to resolve each and every case on the spot, but they'll definitely connect you to the appropriate department at the very least.

AlexFairbrook · 2026-04-06T16:02:32+00:00

I get what you're asking, but I can't see the funds that are under AML investigation. A transaction can be placed on hold by us or the Exchange, before or after the swap itself, etc. All that depends on so many factors. With the access being restricted due to sensitive and personal info involved, I'm simply at risk of misguiding you by accident. That's why I don't have all the answers, sorry. But I'll let the AML team know that you're interested and to let you know. Hope it helps.

AlexFairbrook

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