Swap stuck? We'll sort it out.
Eigenwallet is fully automated — the vast majority of BTC to XMR swaps complete without any human involvement. If your Bitcoin-to-Monero exchange encounters an issue, our team is ready to help. No ticket account needed, no chatbot maze.
Email Support
Reach out for delayed swaps, failed BTC → XMR orders, incorrect asset sent, or any other exchange issue. No ticketing account needed — just send us an email with your order details.
support@eigenwallet.exchangeInclude Your Order Details
Since we store no personal data, we identify orders purely by their technical identifiers. Include your Order ID (ORD-XXXXXXXX) and Bitcoin transaction hash (TXID) in every support request for fastest resolution.
Read the FAQ first →Response Within 24 Hours
We aim to respond to all support emails within 24 hours. For urgent cases involving stuck Bitcoin or undelivered Monero, add "URGENT" to your subject line to flag the request for priority handling.
Before You Contact Us About a BTC → XMR Order
Because Eigenwallet is a fully automated exchange, most delays in Bitcoin to Monero swaps trace back to Bitcoin network congestion rather than a problem on our end. Please check the following before reaching out:
- Use a Bitcoin block explorer (e.g., mempool.space) to confirm your BTC transaction is fully confirmed on-chain — not just broadcast. Bitcoin typically needs 1–3 confirmations before our engine triggers the XMR output.
- Verify you sent Bitcoin to the exact deposit address shown on your order page — not a cached or previously used address from a different order.
- Confirm you sent the correct asset on the correct network. Sending BEP20 Bitcoin to a native BTC deposit address, for example, requires manual recovery and cannot be guaranteed.
- Check that the BTC amount you sent met the minimum threshold shown at order creation ($100 USD equivalent).
- Review the FAQ page for answers to the most common BTC to XMR swap questions.
What to Include in Your Support Email
We identify every BTC → XMR order by its technical metadata — there are no usernames or account numbers in our system. A complete support email must include all five of the following:
- Your Order ID — the code in the format ORD-XXXXXXXX shown on your order confirmation page immediately after creating the swap.
- The Bitcoin transaction hash (TXID) of the deposit you sent to our system, verifiable on a block explorer.
- The trading pair — for example, BTC to XMR, or USDT-TRC20 to XMR.
- The exact amount of Bitcoin (or other asset) you sent from your wallet.
- Your intended Monero destination address.
Providing all five pieces of information in your first email allows our team to locate and resolve your order without back-and-forth delays. Orders with incomplete information take significantly longer to investigate.
API & Integration Inquiries
Interested in integrating Eigenwallet's anonymous BTC → XMR routing into your wallet application, dApp, or platform? Send partnership and API access requests to support@eigenwallet.exchange with the subject "B2B Integration".