Get help with a crypto swap
Need help with a swap? Contact Coinbest through one of the official channels below. Include only the information needed to identify and troubleshoot the swap, and keep wallet-control secrets private.
Official support channels
Telegram
Direct chat URL: https://t.me/Coinbest_io
Coinbest does not publish a guaranteed response time or 24/7 support promise unless separately approved and operationally supported.
Before you contact support
If possible, have the following information ready:
- the safe local exchange reference displayed by Coinbest;
- the assets and networks involved;
- the approximate time the exchange was created;
- the current customer-facing status shown by Coinbest;
- a public blockchain transaction hash, if funds were already sent;
- a public wallet address only when it is relevant to the issue.
Do not publish your private Exchange Status URL in public channels.
Keep your Exchange Status link private
Coinbest is account-free for the normal exchange journey. The private Exchange Status path allows you to return to an exchange without an account.
Treat that link as private access information.
Do not post it in:
- public Telegram groups;
- forums;
- social media;
- screenshots shared publicly.
When support needs to identify an exchange, use the safe exchange reference displayed by Coinbest unless support specifically instructs otherwise through an official channel.
Coinbest support will never ask for
Never send any of the following to Coinbest support:
- seed phrase;
- recovery phrase;
- private key;
- wallet password;
- API secret;
- one-time authentication code intended for another service;
- remote-control access to your wallet or device.
If anyone asks for these while claiming to be Coinbest support, stop the conversation.
If additional verification is required
A particular exchange may require identity or source-of-funds verification before it can continue, complete, or be refunded.
Follow only the verification path presented through the Coinbest exchange experience.
Do not send identity documents through unofficial support channels or to unsolicited contacts.
Common support situations
My quote is not loading
Confirm that the send amount is valid and that both the asset and network are selected. Route availability and amount limits can change. If Coinbest shows a retry option, request a fresh estimate.
If the issue continues, contact support with the selected assets/networks and approximate time of the issue. Do not send wallet secrets.
My exchange is waiting for the deposit
Confirm that the transaction was sent using the exact asset, network, deposit address, amount, and memo/tag shown for the current exchange.
Blockchain detection and confirmation can take time depending on the network and exchange state. If you already sent funds and need help, provide the public transaction hash to support.
I used the wrong network, address, amount, or memo/tag
Do not send additional funds in an attempt to correct the transfer.
Blockchain transfers are generally irreversible. Contact support with the safe exchange reference and public transaction hash, if available. Recovery or refund cannot be guaranteed.
My exchange requires verification
Follow only the verification route shown through Coinbest. The information requested can depend on the specific review.
Coinbest does not promise a fixed review time or a fixed set of documents that will always be sufficient.
My status has not changed
A temporary delay does not necessarily mean the exchange has failed. Keep the Exchange Status link private and use the current status page as the primary reference.
If the status remains unchanged and you need assistance, contact support with the safe exchange reference and any relevant public transaction hash.
Safety reminder
Never send seed phrases, private keys, wallet passwords, or recovery phrases to anyone.
Coinbest can troubleshoot an exchange without taking control of your wallet.