Faint Exchange · Help centre
Contact support
How to reach Faint Exchange support via website chat and Discord — and what information to include.
Support channels
| Channel | How to access | Best for |
|---|---|---|
| Website chat | 💬 button bottom-right on any page | Quick questions, order updates while on site |
| Discord | Join server → /support command | Detailed issues, sell deposits, account help |
| Help centre | You are here — /sdocs | Self-service guides before contacting us |
Website chat
- Click the green 💬 button on any page (appears after the site loads).
- If not signed in, enter your email so we can reply and restore the conversation on another device.
- Signed-in users: conversations sync automatically across browsers on your account.
- Type your message — include your
FX-XXXXXXorder ID in the first message. - Use the Tickets tab to switch between past conversations.
- Guest on a new browser? Use the Restore tab to email yourself a recovery link.
Discord support
Join our Discord: https://discord.gg/fa1nt
Order-specific support
/support order_id:FX-XXXXXX
Replace FX-XXXXXX with your real order ID. The bot creates a private channel where only you and staff can talk.
General questions
Ask in the appropriate community channel or open chat with staff if unsure. For anything involving money or an order, prefer the /support command so your case is tracked.
What to include in every support message
- FX order ID — e.g.
FX-A1B2C3(required for order issues) - Route type — buy, sell, or swap
- What you expected vs what happened — be specific
- Transaction hash — if you already sent crypto (copy from your wallet)
- Screenshots — order page, wallet tx, Stripe error (optional but helpful)
Response times
We aim to respond within a few hours during normal periods. Complex sell payouts, blockchain delays, or Stripe investigations may take longer. You will not receive instant 24/7 live chat — but we read every ticket.
Never share with anyone claiming to be support
Scam warning
- Seed phrases or recovery words
- Private keys or wallet export files
- Full card numbers or CVV
- Passwords or 2FA codes
Real Faint Exchange staff only need your FX order ID and public transaction hashes.
If your issue is urgent
- Wrong wallet address entered — message immediately with FX ID before payout sends.
- Double payment — include both Stripe receipts and FX ID.
- Large deposit sent to wrong network — contact ASAP with tx hash.