Contact Tron Exchange Support
Contact the Tron Exchange team if you need help understanding an order, locating a payment or reporting a problem with the service. Include the order identifier and a clear description so the request can be matched to the right exchange.
Use the contact role that fits your question. Never include a seed phrase, private key, wallet password or one-time authentication code in an email or screenshot.
Choose the Right Contact
Order assistance and specialist requests use separate addresses on the tronexchange.io domain. Check the spelling of the address before sending transaction details or responding to a message.
| Request | What to include | |
|---|---|---|
| Exchange order or payment problem | [email protected] | Order ID, assets, networks, transaction hash and a brief explanation |
| Personal data or privacy request | [email protected] | The request and enough information to identify the relevant communication or order |
| Order verification or compliance matter | [email protected] | Order ID and the reference provided in the review request |
| Suspected phishing or security issue | [email protected] | Suspicious URL, message details or a reproducible description without secrets |
Our support team handles requests daily from 08:00 to 22:00 UTC. Include the exchange reference so the team can locate your payment and address the issue directly.
Make an Order Request Easy to Investigate
A transaction hash identifies a blockchain payment; an order ID identifies the exchange request. Providing both helps separate an unconfirmed deposit, an exchange issue and a payout that has not yet been credited by the recipient's platform.
Send the following information where available:
- 1Your order ID or order-page link.
- 2The sending and receiving assets and their selected networks.
- 3The amount sent and approximate time of payment, including your time zone.
- 4The deposit transaction hash and, if available, the payout transaction hash.
- 5A short description of the expected result and what happened instead.
You may attach a screenshot of the order status after hiding unrelated balances and personal information. A screenshot alone is less useful than a copyable transaction hash and does not replace the blockchain record.
Late Deposits, Refund Questions and Receiving Problems
Contact support before reusing an expired order's address or sending an additional payment to correct a mismatch. A refund, recalculation or recovery depends on the payment's state, the network and the applicable order conditions.
If a payout transaction already exists, check its receiving address and network against the destination platform's deposit instructions. The order process guide explains the stages, and our TRON transaction guide explains how to inspect a network result.
Keep Security Reports Separate from Wallet Access
Support can ask for an order reference or information about a transaction, but it does not need control of your wallet. Do not install remote-access software, reveal recovery words or sign an unexplained wallet request to obtain help.
Report a suspicious message through the security contact rather than replying to the sender. Details of personal-data handling and verification requests are covered in the Privacy Policy and AML Policy.