Contact support
If you have access to your account, you can also open a ticket while signed in. This links your request to your account and lets you follow every reply in one place.
Include the right details
Tell us what you expected, what happened and approximately when it occurred. For a transaction issue, include the asset, amount, transaction ID or hash, and the relevant public wallet address. Screenshots are useful when they do not expose sensitive information.
Keep your account safe
- Never share your password, wallet PIN, one-time code or passkey confirmation.
- XCall support will never ask you to transfer funds to “verify” or “unlock” an account.
- Do not send sensitive credentials or recovery information in a support ticket.
- If you suspect unauthorized access, change your password, review active devices and contact us immediately.
Transaction questions
Deposit not credited
Confirm that the asset and TRC20 network match your XCall deposit address, then check whether the transaction has received network confirmations.
Withdrawal pending
Network congestion and security review can affect processing time. Keep the transaction reference and avoid submitting duplicate withdrawals.
XPay payment issue
Include the invoice or payment-link identifier and merchant name. Merchants remain responsible for product delivery, cancellations and refunds.
Response times
Requests are reviewed as quickly as possible, with security and access incidents prioritized. Sending duplicate tickets can slow investigation, so please continue the conversation in the original ticket.