Contacts

How to resolve an order issue faster

So the operator can find your order right away without extra questions, include in your first message:

• the order number — shown on the order page and in notifications;
• the transaction hash (TxID) of your transfer, if you have already sent funds;
• what the issue is — for example, “sent less than the amount”, “forgot the memo”, “payment arrived after the timer”.

If you have already sent funds, don’t create a new order or send money again — just write to us. We’ll find the transfer by its hash, amount and time.

What we help with

• questions about order status and payout time;
• an inexact amount, payment in several parts, a forgotten memo, a transfer on another network;
• refunds and recalculation at the current rate;
• swapping more than the current reserve — write before sending funds;
• questions about AML checks, the rules and data processing;
• partnership proposals and feedback about the service.

Many answers are already in the FAQ — your question may be solved there.

How to tell real support from scammers

• ROVEN exchange support never messages first offering to help, recover funds or “unlock” an exchange.
• We never ask for seed phrases, private keys, passwords, SMS codes or screen access.
• We don’t ask you to send a “verification payment”, an “unlock fee” or to pay again to another address.
• Use only the contacts listed on this page. Always take the payment address from your own order page.

If someone claims to be ROVEN exchange staff in private messages, they are a scammer. Forward us their profile and we’ll warn other clients.