Talk to a person.
Two ways through, both read by a person. No ticket system, no account required.
What to include
Your order reference, above all — the long identifier shown on the swap screen. Without it a swap cannot be found: there is no account to search by, and nothing else identifies one order among others.
Then what you expected and what happened instead. A transaction hash, if you have one, saves a round trip.
Records are deleted on the schedule set out in the privacy policy. After that we can't look a swap up either — so write sooner rather than later if something looks wrong.
What we will never ask for
Fake support is how most crypto theft actually happens. It doesn't take a clever exploit — someone posing as help, asking for the one thing that hands over everything. So, plainly:
- Your seed phrase or private keys. Nobody legitimate ever needs these. Anyone asking is stealing from you, whatever name they use.
- A payment to "release", "verify" or "unlock" a swap. There is no such fee and never will be.
- Remote access to your device, or for you to install anything.
- Your password to another service.
We never message first. Our Telegram is listed above and it is the only one; anyone who opens a conversation with you claiming to be ForgeSwap — there, on Discord, on X, anywhere — is not us, whatever the account is called. Impersonators copy the name, the picture and the wording, and they always reach out first. We only ever reply.
Nor do we run giveaways, airdrops, or a support account that asks you to move funds. If you're unsure whether an account is ours, compare it against what is written on this page — this page is the reference, not the account.
What we can and can't do
We can look into a swap that stalled, explain what a status means, and chase a settlement network on your behalf.
We can't reverse anything. Once a transaction is on a blockchain it is final — that is the property that makes these networks work, and it applies to mistakes exactly as it applies to everything else. Funds sent to a wrong address, or without a required memo, are outside anyone's reach, including ours and the network's.
How long we take
This is a small operation, not a support desk. Expect a reply within a day or two rather than within minutes. A swap in progress usually needs patience more than intervention: networks congest, and settlement can take considerably longer than the estimate shown.