Contact support

Most problems with a swap are covered on Troubleshooting, and many resolve on their own once the network catches up. When that is not the case, this page explains how to reach us and what to send so the first reply is a useful one.

Before you contact us

Four checks that answer most questions faster than we can.

1. Read Troubleshooting. It covers delays, a lost order link, a missing memo, the wrong network, an expired order, and an amount that differs from the estimate.
2. Open your order page. If it is asking you to choose between continuing and requesting a refund, make that choice there. Support cannot make it for you, and the window for it is finite. See Refunds and emergencies.
3. Confirm your deposit on a block explorer. If it has not confirmed yet, the order has not stalled — it is waiting. Congestion or a low network fee on your deposit is the usual cause.
4. Check whether the executing provider is the right address for the question. Your order page shows that provider’s own reference for your order. You can contact them directly with it, or ask us and we will follow up with them on your behalf.

What to include

Send all of this in a single message. Every item below is something we cannot look up without you.

Include	Why it is needed
Your order ID — the six characters after X-	Identifies the order. Pasting the full order link works too.
The receiving address you entered	This is the credential your order page accepts. It is how an order is matched to you.
The deposit transaction hash, and the network you sent on	Proves the deposit exists and lets us and the provider trace it.
Timestamps, with your time zone	When you sent the deposit, and when you first noticed the problem.
What your order page says right now	The status text, and any message shown with it.
Anything the provider has already told you	Saves a round trip if you have contacted them first.

Never send a key or a recovery phrase

No one from Kotova will ever ask for your seed phrase, recovery phrase, private key or wallet password — not by email, not on Telegram, not for verification, not to “restore” an order. Anyone who asks is impersonating us.

Kotova holds no keys of its own and needs none of yours. An order ID and a receiving address are enough to work on any order. Treat an unsolicited offer to recover your funds for a fee as fraud, whoever appears to be sending it.

Support channels

Channel	Use it for
support@kotova.io	General questions and anything about a specific order.
help@kotova.io	Crime-related assistance and victim support.
Telegram @kotova_io	Quick questions. Same team as the email addresses.

The Support page in the app lists separate addresses for API, press, affiliate and law-enforcement matters, and data-protection requests go to the address named in the Privacy Policy. Those queues are slower for order problems — use support@kotova.io for those.

Kotova operates no telephone support and no live-chat widget. @kotova_io is the only Telegram account, and it is the same handle as the official account on X. Check the handle character by character before you reply to anyone claiming to be support.

Response expectations

Kotova does not run a 24-hour desk and does not publish a guaranteed response time. It is more useful to know what actually governs the speed of a reply.

• Telegram is usually quickest for a short question that needs no attachments.
• Email is better for order problems, because hashes, timestamps and screenshots survive the trip and there is a written record.
• Anything needing the provider is slowest. We can relay your case and press it, but the provider answers on its own timetable, through its own support or compliance process. Measure that in days, not minutes.

Two practical points. Sending the same question through several channels does not speed it up — it splits the thread. And contacting support does not pause your order, extend the deposit window, or hold a quoted rate; the order lifecycle continues on its own clock. See The order lifecycle.

What support cannot do

This list is not a policy choice. It follows from the architecture: your funds are never with Kotova, so there is nothing for us to release. See Non-custodial architecture.

• Reverse, cancel or redirect a swap. Once a transfer is broadcast to a blockchain it is final. There is no undo, at any stage, for anyone.
• Release funds a provider is holding. If a centralised provider has paused your order, only that provider can lift it. We can contact them, supply what they ask for and chase the case — we cannot overrule them or access the funds. See Counterparty and freeze risk.
• Recover funds sent to a wrong address. A deposit sent to an address other than the one on your order page, or on a network other than the one shown, is outside the order entirely. Nothing in the system can retrieve it.
• Recover an omitted memo or destination tag automatically. Where the destination is an exchange account, only that exchange can perform a manual recovery, at its own discretion, and often for a fee. Sometimes it is not possible at all.
• Change your receiving address after the order is created. The provider already has it. If it is wrong, use the refund path before your deposit is executed, if one is still open.
• Make up a shortfall or improve a rate. What you receive is set by the executing provider and by what actually arrived at the deposit address.
• Perform identity checks, or lift someone else’s. Kotova runs none. Where a provider asks you to verify, that request and its outcome belong to them.
• Open an order for you without the receiving address. That address is the only credential the app accepts, and order pages stop opening 90 days after creation. If an order is approaching that mark, write to us before it passes.

Kotova also gives no investment, tax or legal advice, and takes no view on any asset.