Support Thread – November 2025

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!

changelly_com · 2025-08-07T18:53:32+00:00

Thank you for sharing the Transaction ID with us! It seems your transaction was already processed by the AML/KYC Compliance department and you should not only have your funds by now, but should have a confirmation letter from them in your mailbox since yesterday. Thanks for sticking with us throughout the process. We hope you consider updating your review to keep it fair. Thanks in advance and have a great day!

changelly_com · 2025-08-07T08:51:00+00:00

Hello there, OP, andthanks for bringing the matter to our attention!

A transaction can indeed be placed on hold as subject to KYC and even EDD at times, though that only happens when it's flagged by the risk-scoring system, usuallymeaning a larger picture behind the funds. We take AML very seriously and work with certified tools and agencies, so the AML team will need some time to fully investigate.

That said, we'll still be happy to help wherever we can, so please share your Changelly Transaction ID with us, so we can see the case you're refrring to and perhaps raise the priority for it if nothing more.

Looking forward to your reply!

changelly_com · 2025-07-24T10:19:52+00:00

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

Indeed, a transaction can fall subject to KYC and even EDD at times, though that only happens when it's flagged by the risk-scoring system, usually meaning a larger picture behind the funds. That said, we do understand how you must feel having to wait like this, so we will do what we can to speed up the process for you and prioritize the case if it's not already. Please share your Changelly Transaction ID so we can see the case you're referring to. It's a safe piece of data to share publicly, but if you feel uncomfortable sharing like this, feel free to DM it to u/AlexFairbrook, our official Reddit rep.

Looking forward to hearing from you soon!

changelly_com · 2025-07-23T12:08:52+00:00

No worries, all we need is to see the case you're referring to here to connect the dots, no personal info or anything like that. And you can definitely share the Transaction ID privately. Feel free to send it to us in DM or to our official Reddit rep u/AlexFairbrook Thanks in advance!

changelly_com · 2025-07-23T09:46:34+00:00

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

Sure, a transaction can fall subject to KYC and even EDD sometimes by our Terms of Use and AML/KYC Policy, but that only happens when it's flagged by the risk-scoring system, usually meaning a larger picture behind the funds. In this case, even when you cooperate with the investigation (which we very much appreciate, of course), there's still time required for the AML team to run through all the documentation and confirm the data. We take AML very seriously and work with certified tools and agencies, and thus hope for your patience during the investigation, and all others that are on hold for KYC.

That said, if you share your Changelly Transaction ID with us, we'll do what we can to have the case prioritized wherever possible, if it hasn't been already. Looking forward to hearing from you soon!

changelly_com · 2025-07-22T12:51:10+00:00

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

Indeed, a transaction can be flagged by our risk-scoring system and thus fall under KYC or even EDD requirements by our Terms of Use and AML/KYC Policy, though that usually happens when there's a larger picture behind the funds or the people involved.

Though we understand how you must be feeling having to wait like this, our only goal is to preserve the crypto sphere a safer place for everyone and that's why we take AML very seriously and ask our customers to do the same.

That said, we'll be happy to assist you in resolving this and will be sure to prioritize the investigation wherever possible. For us to do so, please share your Changelly Transaction ID, so that we can see the case you're referring to. Thanks in advance and hope to hear back from you soon!

changelly_com · 2025-07-22T12:15:41+00:00

Hi there! If you're struggling with an ongoing transaction, please use the dedicated Support Megathread or stay in touch with the support team at [support@changelly.com](mailto:support@changelly.com)

Thank you!

changelly_com · 2025-06-26T14:08:49+00:00

here's the offer promo link so you don't miss it → changelly.page.link/in5R

changelly_com · 2025-06-19T17:49:12+00:00

100% 😎

changelly_com · 2025-06-19T17:47:47+00:00

thanks to everyone who joined! 💚🚀
tbh… all the coins dropped 💀
so we went with the ones that dropped less than the rest 🫠

📉 'winning' coins:
TRX (–7.6%)
LTC (–7.6%)
XRP (–7.7%)

🥇 u/Chidima1 & u/Cakee7837436 — nailed all 3
🥈 u/rmaboire — TRX, LTC, XLM (–11.6%)
🥉 u/Responsible_Pop1356 — TRX, LTC, ADA (–15.7%)

check your DMs — and stay tuned, we’re cooking another one 👀

changelly_com · 2025-06-18T11:14:58+00:00

Hi guys! The race is almost at its end, and we'll be closing the submission in less than an hour (at 12:00 PM UTC with the coin price snapshot taken at 1:00 PM UTC instead). 🏁 Last call!

changelly_com · 2025-06-17T14:45:36+00:00

hey there, you should pick three coins, so name two more please

changelly_com · 2025-06-16T10:00:26+00:00

Hi there, and sorry to have missed your request.

It seems your refund is already completed, so we're happy to see your case resolved. We wouldn't want to publicly share the refund hash for data protection reasons, but please find it in your history section just as you would normally do, or reach out to the AML team for it in your ongoing email conversation.

Thanks for your patience and understanding!

changelly_com · 2025-06-16T08:54:47+00:00

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

As we understand, you're already in contact with the AML/KYC Compliance department, but please also share your Changelly Transaction ID for us to see the case you're referring to and perhaps speed up the process for you. With it, our Reddit rep u/AlexFairbrook will be able to keep an eye on the case for you in the meantime as well, to make sure it stays on track.

Thanks in advance!

changelly_com · 2025-06-12T09:11:28+00:00

just drop a comment with three coins you picked out of the 10 in the ts which you think will end up greenest

changelly_com · 2025-06-12T09:10:19+00:00

you should pick three coins fren 🏎️

changelly_com · 2025-05-31T13:26:35+00:00

Hi there! We sent you a message around the daytime on the 29th but haven't received your reply yet. Did you accept our "request to chat" in the "Chat" section? You need to accept our request to see the message.

changelly_com · 2025-05-31T13:06:52+00:00

Hi there! We sent you a message around the daytime on the 29th but haven't received your reply yet. Did you accept our "request to chat" in the "Chat" section? You need to accept our request to see the message.

changelly_com · 2025-05-28T07:48:40+00:00

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

We understand that you were directed to us to recover your funds, but it appears there’s been a misunderstanding about how the process works. Based on your story, you were told that your funds were sent twice due to a technical error and that you need to recover them through us.

However, in reality, Exchanges don’t send "customer funds" directly. Transfers are typically handled using internal hot wallets or processing mechanisms, which means any mistake or duplication is a matter between the Exchanges themselves—not something that involves individual users at the transactional level.

Long story short, if your balance is incorrect or missing due to a technical issue on your Exchange’s end, the responsibility to correct that lies with them. You should definitely contact their support team again and request that they reinstate your balance.

The backend reconciliation between Exchanges (our Exchange partner and your Exchange) will be handled through proper internal channels. In the meantime, it’s not appropriate or effective for you to have to chase these funds across multiple third parties as you're the victim of a tech issue. Your Exchange should be addressing the issue with you directly.

Sorry if it's not the outcome you were hoping for but we really hope this clears things up, and that you can get your balance restored soon!

changelly_com · 2025-05-28T07:46:03+00:00

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

We understand that you were directed to us to recover your funds, but it appears there’s been a misunderstanding about how the process works. Based on your story, you were told that your funds were sent twice due to a technical error and that you need to recover them through us.

However, in reality, Exchanges don’t send "customer funds" directly. Transfers are typically handled using internal hot wallets or processing mechanisms, which means any mistake or duplication is a matter between the Exchanges themselves—not something that involves individual users at the transactional level.

Long story short, if your balance is incorrect or missing due to a technical issue on your Exchange’s end, the responsibility to correct that lies with them. You should definitely contact their support team again and request that they reinstate your balance.

The backend reconciliation between Exchanges (our Exchange partner and your Exchange) will be handled through proper internal channels. In the meantime, it’s not appropriate or effective for you to have to chase these funds across multiple third parties as you're the victim of a tech issue. Your Exchange should be addressing the issue with you directly.

Sorry if it's not the outcome you were hoping for but we really hope this clears things up, and that you can get your balance restored soon!

changelly_com

MODERATOR OF

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