Contact UpSwap — Cross-Chain Swap Support
The UpSwap team takes inquiries via Telegram and 4 dedicated email addresses. **Real-time support goes through Telegram first**; for legal / privacy / compliance matters, use the matching email address for the fastest handling.
Telegram · preferred real-time support
@upswapserviceUse for: cross-chain swap issues, refund coordination, order tracking, product feedback. We respond on Telegram first.
Response time: typically within 30 minutes during working hours, within 4 hours outside working hours
Dedicated email addresses
- support@upswap.io
User support
Use for: Swap issues, order lookups, refund requests, product feedback
Response time: First response within 48 hours on business days
- privacy@upswap.io
Privacy
Use for: GDPR data subject rights (access / erasure / restriction / portability / objection), PIPL right to be informed about cross-border transfers, CCPA opt-out of sale
Response time: GDPR Art.12: response within 30 days, extendable to 60 days
- compliance@upswap.io
Compliance
Use for: Law enforcement inquiries, service of valid legal process, regulator liaison, AML / sanctions matters
Response time: Response within 48 hours on business days; valid legal orders handled immediately
- security@upswap.io
Security
Use for: Vulnerability disclosure (responsible disclosure), security research collaboration, security inquiries
Response time: Acknowledgement within 24 hours
Self-service
Before contacting support, try the following first:
- Check the FAQ section
- Read the Refund Policy
- Order lookup: find your orderId in browser localStorage, then visit
/track/[orderId]
⚠️ We will never proactively ask by email for
Private keys, seed phrases, wallet passwords, login credentials, or KYC documents. UpSwap is a non-custodial service and **does not need and will never** ask for any of this information. If you receive an email claiming to be "UpSwap support" with such requests, treat it as a phishing scam and report it immediately to security@upswap.io.