Swap stuck? We will sort it out.
Robosats Exchange is fully automated — the overwhelming majority of BTC to XMR swaps complete without any human involvement. If your Bitcoin to Monero exchange runs into a problem, our team is ready to help. No ticket account required, no chatbot to click through.
Email Support
Reach out about delayed swaps, failed BTC to XMR orders, incorrect assets sent, or any other exchange issue. No ticketing account needed. Just send a plain email with your order details and we will take it from there.
support@robosats.exchangeInclude Your Order Details
Because we store no personal data, every order is identified purely by its technical identifiers. Include your Order ID (ORD-XXXXXXXX) and your Bitcoin transaction hash (TXID) in every support request to get the fastest resolution possible.
Read the FAQ first →Response Within 24 Hours
We aim to reply to every support email within 24 hours. For urgent cases involving undelivered Monero or a stuck Bitcoin transaction, add "URGENT" to your subject line. We prioritize those requests and typically respond faster.
Before You Contact Us About a BTC to XMR Order
Because Robosats Exchange is a fully automated platform, most delays in Bitcoin to Monero swaps trace back to Bitcoin network congestion rather than a problem on our side. Please check the following before reaching out:
- Use a Bitcoin block explorer such as mempool.space to confirm your BTC transaction is fully confirmed on-chain with the required number of confirmations — not just broadcast to the network. Bitcoin typically needs 1 to 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 address, not one from a previous order, and not one from a different swap session.
- Confirm you sent the correct asset on the correct blockchain 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 meets the minimum threshold shown at order creation ($100 USD equivalent). Amounts below the minimum will not trigger the automated swap.
- Review the FAQ page for answers to the most common BTC to XMR swap questions.
What to Include in Your Support Email
Our system identifies every order by its technical metadata — there are no usernames or account numbers in our architecture. A complete support email should include all five of the following pieces of information:
- 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, which you can verify on any 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 in your first email means our team can locate and resolve your order without back-and-forth delays. Incomplete requests take significantly longer to investigate.
API and Integration Inquiries
Interested in building anonymous BTC to XMR routing into your wallet application, dApp, or service? Send partnership and API access requests to support@robosats.exchange with the subject line "B2B Integration".