Get Help & Support
Having issues with your transaction? Our support team is here to help you 24/7.
🤝 Contact Support
24/7 Support Available
- Response Time: Typically within 2-4 hours
- Availability: Round-the-clock support team
- Languages: English, with additional languages coming soon
Contact Methods
- 🌐 Official Website : fogswap.com
- 📧 Twitter Support : @FogSwap_com
- 📱 Telegram : @FogSwap_com
📝 Support Tip
Always provide your Order ID when contacting support - this helps us locate and resolve your issue much faster.
🔍 Before Contacting Support
Check Transaction Status
- Use Order ID: Search for your transaction using the Order ID
- Check Blockchain: Verify if your deposit transaction was confirmed
- Review Timeline: Standard swaps take 3-5 minutes, private swaps take 20-40 minutes
- Network Status: Check if there are any network congestion issues
Gather Information
When contacting support, please have ready:
- Order ID (most important!)
- Transaction hash of your deposit
- Wallet addresses (from and to)
- Token types and amounts
- Screenshots of any error messages
🚨 Common Issues & Solutions
"I sent from an exchange account"
The Problem
- Sending from exchange accounts can prevent automatic detection
- Smart contract addresses may also cause detection issues
- This can delay or prevent transaction completion
The Solution
- Contact support with your Order ID
- Provide the transaction hash of your deposit
- Manual processing may be required
- Always send from personal wallets in the future
"Wrong amount received"
Common Causes
- Price fluctuations during transaction processing
- Network fees deducted from the amount
- Slippage on the exchange route
What To Do
- Check the original quote for estimated vs. actual amounts
- Review network fees and exchange fees in the transaction
- Contact support if the difference is unexpectedly large
🛡️ Security Reminders
What FogSwap Support Will NEVER Ask For
- ❌ Private keys or seed phrases
- ❌ Wallet passwords
- ❌ Direct access to your wallet
- ❌ Personal financial information beyond the transaction
Verify Official Channels
- ✅ Official Website: fogswap.com (check URL carefully)
- ✅ Official Telegram: @FogSwap_com
- ⚠️ Beware of impersonators on social media and messaging apps
📊 Support Response Times
| Issue Type | Response Time | Resolution Time |
|---|---|---|
| Transaction Delays | 1-2 hours | 2-4 hours |
| Wrong Token Sent | 30 minutes | 4-24 hours |
| Technical Issues | 2-4 hours | 4-8 hours |
| General Questions | 4-6 hours | Same day |
Response Times
Response times may be longer during periods of high volume or network congestion. We appreciate your patience and will always get back to you as quickly as possible.
🎯 Tips for Faster Support
- Include Order ID in your first message
- Be specific about the issue you're experiencing
- Attach screenshots if there are error messages
- Provide transaction hashes when available
- Stay available for follow-up questions from our team
Remember: Our support team is here to help resolve any issues quickly and efficiently. Don't hesitate to reach out if you need assistance!