Hey! We've blacklisted those coinmixed addresses, but funds has been already exchanged and gone from Changelly. Unfotunatly no one has protected from the coinmixing. We are anonymous instant exchange. IP addresses are related to TOR, so most probably it's the dead end. We are investiagting the issue in cooperation with MyEtherWallet, Parity, Etherscan, funds owners and other services. Kindly check our blog for the official statement https://changelly.com/blog/ethereum-parity-exploit/
http://Changelly.com

Hello,

My transaction has been on hold for three days now and I have not had a response to my emails. I also can't find the live chat feature on the website.

Transaction ID: https://changelly.com/transaction/lxfab4in80u0zu5y

Please help. Thanks in advance.

Hello, dear user!
We would like to remind you that while proceeding with transaction using our services you are agreeing to our Terms of Use (https://changelly.com/terms-of-use). According to the 3.1 of our ToU we have a right to apply the AML/KYC procedure to particular users, addresses and particular transactions of crypto assets. And according to 2.5.4 of Changelly ToU you are agreeing to pass through this procedure.
You've already agreed to our ToU and can't revoke such agreement post factum. We urge you to upload all the documents we requested since you have already agreed to do so.

AML\KYC procedure is an important part of our company policy, and it is not going anywhere.
Thank you

Not exactly. It is a protocol used in a blockchain to ensure the increased anonymity of the transactions
You can check our article on Monero if you like. CryptoNote is covered there shortly as well
https://changelly.com/blog/what-is-monero-xmr/

They seem to be more responsive on TrustPilot:

https://www.trustpilot.com/review/changelly.com

You should post your experience there.

I think it is really wrong that they are holding funds hostage while they are running KYC. They should instead provide the option of returning the funds.

B81FD56DEC1C

Initial address: BCH: 127draGKXV2et3NNwdfeFdKCwWcGY2DZmd

for d3d25e127736, I sent in BCH Your transaction #d3d25e127736 11/11/2017 at 11:33 PM

sent 4.1047296 BCH from BCH: 18VaDzzsGjWA5KqfaBqYiPH24a5WjFDyF to 3EYj4r4kPrdk6gjQxZ6m2eBWwLHcck8miy

Identifier: a23d8f235a3897dbd6edd95b36e0bb81f13f550161a691fc368d4a256b40689f https://blockchair.com/bitcoin-cash/transaction/244641702#o=0

I also experienced a failure. I sent bch to get verge using coinomi.

Here is the transaction I sent to changelly. Please convert to verge or return to original bch address.

https://blockchair.com/bitcoin-cash/transaction/bae6dea5aacfede307f247c2541fdfabfae0ad6a0742c7841a5f4edf152b2b20

avoid these people, they will rip you off

this happened to me >>

they took off around 30%, from an order of 200 USD worth of BCash I only ended up with only 137.58USD worth.

the record on my account does not match what they gave me in respect to exchange rate and fees and they refuse to acknowledge the block chain record either.

https://blockchair.com/bitcoin-cash/address/1PM4hy3TFEykCM2LNrx2AVatMmZdmLLKuC Changelly cannot be trusted.

They use Indacoin and speaking to directly to Indacoin they said they get loads of people complaining to them about this, but to be honest, I'm not sure which one is more dodgy.

for anyone else reading, avoid at all cost if you value your cash. pay directly into an exchange like bitstamp via your bank, takes a few days but the fees are minimal.

I'll be reporting Changelly to my credit card provider in the coming week.

this happened to me as well.

very similar, although a fiat payment >>

they took off around 30%, from an order of 200 USD worth of BCash I only ended up with only 137.58USD worth.

the record on my account does not match what they gave me in respect to exchange rate and fees and they refuse to acknowledge the block chain record either.

https://blockchair.com/bitcoin-cash/address/1PM4hy3TFEykCM2LNrx2AVatMmZdmLLKuC

Changelly cannot be trusted.

They use Indacoin and speaking to directly to Indacoin they said they get loads of people complaining to them about this, but to be honest, I'm not sure which one is more dodgy.

for anyone else reading, avoid at all cost if you value your cash. pay directly into an exchange like bitstamp via your bank, takes a few days but the fees are minimal.

I'll be reporting Changelly to my credit card provider in the coming week.

STILL NO RESOLUTION WELL AFTER 24 HOURS. 184 confirmations that Changelly has my Bitcoin Cash and no refund nor a completion of my order. Everyone can see it here - https://blockchair.com/bitcoin-cash/transaction/d97fae6f83ffee298b68696b640a2a92b6efa546311c8a4d7793e509e6948f27

Hello, yeah. No problems. Yes, there is a way for you to get the money back. We will be able to either manually push the transfers or trigger the refund. All you have to do is get in touch with our customer service team. The easiest way to do so is via our live chat at https://changelly.com/. (desktop edition)
The feature is also accessible on our Android app.

Hello! Yes, there is definitely a way for you to retrieve the funds. We would be able either to push the transactions manually, or initiate the refund. All you have to do is to contact our support team. The best way to do so could be in our live-chat at https://changelly.com/. (desktop version)
The chat is also available in our Android app.

Yes i did it on my desktop bro

Here is the message I got from them after reaching out on Facebook.

“Dear customer, please feel free to contact us via our live-chat. You can find it at our main page https://changelly.com/

Scroll down the page and find Chat with us button.”

Hello! It seems that your transaction wasn't processed automatically, for you haven't indicated the corresponding MEMO TAG_ in your initial payment. In this case, our support team need to receive the following data from you, so that your transaction can be processed manually: -
Changelly transaction ID - this is the ID of your transaction in your Changelly account history: https://changelly.com/history; -
The correct MEMO TAG assigned to your transaction by Changelly system - this piece of data can also be found in your Changelly account history in the transaction's record as Extra ID. -
A screenshot from your wallet where the withdrawal to our address and the transaction hash is clearly visible. -
Your email address, for our specialists to contact you directly if necessary.

Our support team can be contacted via live chat feature on our website

Hello, sorry, but we don't quite understand what you mean by having money on our platform? Changelly.com is simply an exchange service, our users don't deposit their assets on our website.

Hello! Thank you for providing your transaction ID in advance. We've checked your transaction and it seems that it was put in hold because of our AML/KYC procedure. Here you can read more about it https://changelly.com/aml-kyc
However, please don't worry, once you complete this procedure you funds will be safely delivered. To complete it, please contact us via

Hello. We are sorry that you had a negative experience with our services, and there are indeed some things that need clarification. We understand the frustrations that the fees could cause to our customers. We would like to explain our system of fees a little bit. Your transaction was a fixed rate transaction, which is a type of transaction that protects the user's funds from the market fluctuations.
As has been mentioned previously, the amount of crypto displayed at the beginning of the exchange will not be changed until the end of the transaction. That is why even though your calculations above were correct mathematically they have little connection to your situation. In your case the rate was fixed prior proceeding with the transaction. And the amount that you would receive was visible and transparent to you. Therefore Changelly and Coinomi both fulfilled its obligations in this case to the full extent. (Please also note that the fixed-rate feature is described in detail in our terms of use. Paragraph 2.7: https://changelly.com/terms-of-use )

And we would like to agree with honorable CEO of Coinomi who already answered you on their subreddit. In USD equivalent this indeed looks like a significant fee, but doesn't mean that anybody took any advantage of you. This fee doesn't appear out of nowhere. The market has been extremely volatile these days, so the rate we provided was the only possible rate to fix. We highly recommend you to thoroughly check the rates and the currencies' USD values if needed before proceeding to payment.

Thank you, and once aging sorry that you were disappointed in our services.

Dear customer, we understand, that KYC procedure could be frustrating, and are sorry for that. We've checked your transaction once again, and in terms with our AML/KYC policy we can't initiate a refund procedure until verification is finished. Here you can read more about it https://changelly.com/aml-kyc
So for now, you have to provide a valid documentation.
Maybe you have a driving license to submit, for example?
We understand the seriousness of the situation, and therefore we encourage you to be in touch with [email protected] about your questions regarding the procedure. We sure hope for your understanding.

Hello! In order to avoid any substantial losses, when a significant disparity between an estimated exchange rate available on the Website and the rate received from a third party exchange arises, a Floating exchange rate transaction may be failed automatically.
https://changelly.com/terms-of-use
Could you please specify your transaction ID for further assistance?

I exchanged through jaxx wallet. I am not a professional. I don’t know much about others. Jaxx wallet told me that it was connected to Changelly.com. Then I contacted them and provided KYC and the information they asked me to provide.

Hello! Changelly has been operating on the market for more than 5 years. It has gained the trust of more than 2M users from all over the world. If you have any doubts due to the recent DOGE situation, please read our explanation article. https://changelly.com/blog/doge-bullrun-changelly/

Feel free to ask if you have any questions.

Hello! We're sorry that your transaction was delayed. Thank you for updating your situation. Here's an explanation of what has been going on with DOGE transactions: https://changelly.com/blog/doge-bullrun-changelly/
Thank you for your patience and understanding.

It's incredible, you don't respect your own TOS.

So, https://changelly.com/privacy-policy
9.1.1 - The right to access and amend the personal information we hold about you. [...]

​

As I said, regarding your own TOS and privacy policy, and regarding GDPR law, I'm asking you to send me, as soon as possible, ALL personal informations you hold about me, including data related to my transactions :-)

​

Do it, and I will do the KYC .

Changelly works as a non-custodial anonymous exchange, and we don’t apply the KYC procedure to all transactions. This procedure is implemented for 0,01% of all transactions on Changelly.
Changelly service has a risk scoring system that is able to spot suspicious activity. If the system flags a transaction, it is put on hold, and the User is asked to pass AML & KYС verification. For the reasons of security, we are not able to disclose specific criteria of our system; however, it has proven to be very effective against money launderers, scammers etc.
Please note that Changelly doesn’t keep your funds as we operate as a non-custodial exchange, and if the transaction is flagged by the system, our third-party services - exchange partners are freezing the funds.
Upon successful completion of the AML & KYC verification, the transaction that was put on hold will be processed.
https://changelly.com/aml-kyc

Please take into account that before performing any transaction on Changelly, you must accept our ToS and AML/KYC policies where you agree to pass a verification if necessary, otherwise, your transaction won't be processed. Hence, if you agreed with our conditions, you must follow the instructions provided by our support team.
Regarding the anonymity in the crypto space, we all need to understand that the government regulations is an inevitable side-effect of mass adoption, and Changelly as a part of the cryptocurrency ecosystem implemented KYC procedure in order to comply with the regulators' policies*.* Yet we are doing all in our power to provide users with the best experience possible in the current circumstances.

Please tell us your Changelly transaction ID so we could dig into the matter and assist you.

Please understand that we cannot cancel your transaction as you've already accepted our ToS and agreed with the AML/KYC policy. You can DM us and provide all transaction details to us so we could double-check this data with our support team and assist you with the verification.

Hello! Could you please specify your Changelly transaction ID so we could double-check the data with our security and support teams? Kindly note that the KYC check is a standard procedure at Changelly that was implemented to combat fraud activities and prevent money possible laundering. Here is a neat guide on how to pass it within minutes - > https://changelly.com/blog/how-to-pass-kyc-changelly/.

These wallets do support instant exchanges wuthin their interface. Yet you have to send your funds to the address provided by Changelly. That's how our system works. The whole process is pretty easy and painless. Please kindly check an exemplary guide on how to convert your funds in Coinomi, our long-time partner.

Hi there! Please note that Changelly doesn't provide storing services but swaps only. You may check the list of our partners - wallets with Changelly instant exchange tool on board and choose the wallet as your taste. Thanks!

Hello! We are sorry to hear about your experience however our service doesn't operate in countries subjected to that United Nations Security Council Sanctions List and its equivalent. Please see the full list of countries here.

​

Hello! Please take into account that Changelly service has a risk scoring system that is able to spot suspicious activity. In case your transaction was flagged by the system, please provide the required info for KYC procedure to our security team at [email protected]. Upon successful completion of the verification, the transaction will be executed and your funds will be delivered to your wallet. Please stay in touch and let us know if you have any questions. We are always here to assist!

Hello! Have you already contacted our support team at ? This case is pretty common and your issue can be resolved promptly. Please also note that the message is required for XEM transactions otherwise they cannot be processed automatically. You can learn more about destination tags, memo and messages here - > https://changelly.com/blog/exchange-issues-destination-tags-memos-messages/ Please inform us once your transaction is completed!

Here is Changelly's next response,

"Dear Stephen,

We have essential restrictions on our website for the minimal amounts. While transaction making you can see the red inscription with required minimal sum accepted, so 0.0023 BTC is too low to make a transaction (https://changelly.com/blog/network-fees-suggested-minimal-amounts).

We made it not in vain, but for your safety to avoid failed transactions.

If you make payments bypassing our recommendations, there is a high risk that your money will be lost."

Never has a transaction gone past first step when I've used Changelly through Coinomi. This excuse is bs. I didn't circumvent anything I used Coinomi and Changelly via Android. If a red inscription comes up it doesn't go any further in the transaction. I've made hundreds of transactions via Changelly and many via Coinomi/Changelly.

I will never support them here out and I highly discourage anyone from using Changelly especially via Coinomi. Use Shapeshift. If you cannot exchange coin you desire go to a browser and find an exchange in your region that will allow trade of coin you desire.

Avoid Changelly at all costs. I'm being blamed for a technical issue on their side and not being compensated for the issue generated by Changelly. What a great way to show a loyal customer appreciation than to snake $20-25 worth of BTC from said customer.

You've initiated a transaction of 0.2 ETH. Instead, you've sent only 0.02 which is less than we recommend (0.09517652 ETH). For that reason, your ETH has been exchanged to BTC, but the transaction got stuck. We can neither refund it nor push it through since the amount is too small. PPlease be extremely careful with such issues! Please read this post in order to avoid further transaction failures: https://changelly.com/blog/network-fees-suggested-minimum-amounts/

I had the same problem and they told me the fund is lost (ETH vs XRP). I know it's only an equivalent value of $3 but they got the transaction fee. Where is my money??? I asked them a refund. Let's see the response. Transation URL https://changelly.com/transaction/7bfe38d0d2b8 And this is the reply to my refund question.

Dear Customer, Your transaction failed because you tried to send an amount that is too low to cover networks fees. We’re sorry to say it, but unfortunately, your money is lost. You intended to send 0.1 ETH, but in fact, you sent only 0.01 ETH, which is significantly less than the amount we recommended, which includes enough to cover network fees.

We can neither let the system send 0.01 ETH to your wallet, nor refund it since your 0.01 ETH has already been converted.

To avoid such an issue in the future, we strongly suggest you follow our recommendations on minimal amounts when making a transaction: https://changelly.com/blog/network-fees-suggested-minimal-amounts/

Sincerely, Changelly support team.

When I operated no pop-up or warning told me this something abot the minimun amount to operate. WTF!!!

That’s the market spread depending on the amount you want to exchange. The more the amount is, the higher the demand for the currency to buy. The higher the demand, the higher its rate, and hence the less the final amount. That’s why you may get 280 ETH for the same 15 BTC. Read more about how Changelly calculates the rates here: https://changelly.com/blog/how_changelly_suggests_the_best_exchange_rates/

i have an issue with around 2100 dollar worth of 'waves' exchanging to euro. I've paid, i have the proof but there is some trouble with waves they say and they have forwarded my query to their 'technical department' and will contact me in nearest time...i made the payment 2 days ago.on the page of the transaction ;https://changelly.com/transaction/210f81643a7b but here proof of payment ; http://www.wavesgo.com/transactions.html?HfA7SzpXYqtrC3qPWu34KXVPCZNQUTKP4sDSk4YNfkka

Dear doge212, apologies for the delayed answer here, reddit didn't send us notification on your question. I hope you've got response from our support team in time.
Unfortunately, your transaction was failed due to the amount which is too low to cover networks fees. The fees don't let the system to send BTC to your wallet.
To avoid such nuisance in future, please read our article on suggested minimal amounts and currency fluctuations: https://changelly.com/blog/network-fees-suggested-minimal-amounts/
We have resend your bitcoins, but the commission ate most of the amount. We're sorry for the inconvenience.

What did their email to you say? The one sent to me said this:

Hey Harsh, (not even my name, wtf?)

Please kindly note that we don't see any users from you in our system. You could see it here. http://joxi.net/Q2K1wPVc9OLo3r We have a bug on the main page that shows you not only the completed deals. We have in plan to fix it the next week.

We'll make you this payout anyway. We'll find out what for little bit later.

We've grown 10 times just in a few months and we have a lot to upgrade in the near future. We are working on it. Hope it wan't take us too much time to make all the upgrades, still we need some time and we ask for your patience.

Believe you understand us.

Best regards, Mark