In the past weeks there has been an increase in users in our platform, and thus our support system has become strained which is causing delays in some cases. We consider this inappropriate and we are taking measures to address this. We started redesigning our support process from scratch. The new process will be composed of: extra support personnel, automated tools, support chat, and more. The migration from the current process to the new process will take several weeks.


During this migration period the current support system will have reduced capacity. Tickets will only be processed Monday to Friday from 9 AM to 6 PM UTC. Tickets will be addressed by priority. Low priority tickets can expect long processing times, and they might even be delayed until after the migration.


Low priority tickets include:

  • Recover coins sent to the wrong address, for example sent the wrong type or an unsupported coin
    • Solution: Wait. Recovery in some cases is possible but it's a manual process so we batch many requests together.
    • Wait time: Weeks if the coin is supported
  • How to use the platform (how to trade, how to buy with card, how to cancel an order, etc.)
  • Report misbehavior in the chat
    • Solution: Ban the user yourself, ignore them, or close the chat/trollbox
  • I cancelled an order and funds have not been returned
  • I deposited below the minimum
    • Solution: None. Coins cannot be recovered unfortunately.
  • I'm unable to log in because page is stuck in "Loading..."
    • Solution: This is a problem in Google Recaptcha. Try a different browser or device or connection.
  • Not receiving emails from SouthXchange
  • Change email
    • Solution: Create a new account with the new email and transfer the funds yourself (it's free of charge, you just need to withdraw from the old account to the email of the new account)
  • Change email when you lost access to the old email
    • Solution: Create a new account with the new email and wait until we transfer the funds. In the support ticket indicate the balance(s) in your old account.
    • Wait time: days
  • Complain that the Dice game is rigged
    • Solution: The Dice is provably fair so we can't cheat. It's explained here. If you don't believe it then it means you don't understand math and/or cryptography, and you should stay away from the Dice.
  • Complain or inquire why a trade received less than expected or none at all
    • Solution: Check this out. In most cases this is caused by placing an order without a limit price in a low liquidity pair, if so unfortunately there is nothing we can do.
  • I need to cancel a withdrawal (I didn't click the confirmation link yet)
    • Solution: Withdraw the coins again. Withdrawal is not started until the confirmation click is linked. If you withdraw the coins again, the previous withdrawal is cancelled.
  • I need to revert a confirmed withdrawal (for example it was sent to the wrong address)
    • Solution: None. Transactions cannot be cancelled or reversed (that's the whole point of cryptocurrencies)
  • My account is empty and I'm sure I had funds
    • Solution: Check the movements. If there are no movements and the account is empty then it means you logged in to the wrong account. If there are movements and the account is empty then it means you (or someone with access to your account) withdrew the funds.
    • Solution 2: In the Wallets page UNCHECK the option "Show ♥ only" (if enabled you will only see coins marked as favorite)
  • Someone hacked in my account and stole my funds
    • Solution: Change your password, enable or change 2FA, and clean your devices as they might contain malware. Funds that have been withdrawn cannot be recovered unfortunately.