> For the complete documentation index, see [llms.txt](https://elvo-exchange.gitbook.io/elvo-exchange-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://elvo-exchange.gitbook.io/elvo-exchange-docs/contact-support.md).

# Contact Support

Contact Elvo Exchange through verified official channels for account, funding, trading, security, and product assistance.

## Contact Support

Contact Elvo Exchange through verified official channels for account, funding, trading, security, and product assistance.

### Getting Help

If you experience an issue that cannot be resolved through the Elvo interface or Troubleshooting guide, contact the Elvo team through an official channel.

Official website:

[**https://elvo.exchange/**](https://elvo.exchange/)

Official Telegram community:

[**https://t.me/elvoexchange**](https://t.me/elvoexchange)

Official X:

[**https://x.com/elvoexchange**](https://x.com/elvoexchange)

Always verify the username or website address before discussing your account.

***

### Official Customer Care

For direct assistance, the following accounts are part of the official Elvo Exchange team.

#### ClevonNix

**Customer Care & Marketing**

Telegram:

[**https://t.me/ClevonNix**](https://t.me/ClevonNix)

#### Wang Zǐxuan

**Customer Care Team**

Telegram:

[**https://t.me/Zixuanzi**](https://t.me/Zixuanzi)

Verify the username carefully before responding to a direct message.

Display names and profile pictures can be copied by impersonators.

***

### Other Official Team Accounts

#### Nathan Jonath

**Founder**

Telegram:

[**https://t.me/NathanJonash**](https://t.me/NathanJonash)

#### Zaylee

**Social Media Team**

Telegram:

[**https://t.me/Mrgweieth**](https://t.me/Mrgweieth)

These accounts should still be verified against the official Elvo documentation and community information before you interact with them.

***

### Before Contacting Support

Providing the right information helps the team investigate your issue more efficiently.

Depending on the issue, prepare:

* Your Elvo account email
* Relevant asset
* Relevant market
* Approximate date and time
* Order ID
* Deposit ID
* Withdrawal ID
* Transaction hash for a blockchain funding issue, when applicable
* Screenshot of the user-facing error
* Description of what you were trying to do

Do not include confidential authentication credentials.

***

### Trading Issues

For a Spot trading issue, provide information such as:

**Market**

Example:

`NVDA / tUSDG`

**Order ID**

Provide the affected Order ID whenever available.

**Issue**

Briefly describe what happened, for example:

* Order rejected
* Order still open
* Unexpected partial fill
* Unable to cancel
* TP / SL issue
* Balance not released after order completion

You can find your trading records from:

[**Orders →**](https://elvo.exchange/orders)

***

### Deposit Issues

For a deposit issue, prepare:

* Asset
* Deposit ID
* Transaction hash, when available
* Deposit status
* Approximate transaction time
* Screenshot if useful

Check the current status first:

[**Asset History →**](https://elvo.exchange/assets/history)

If the deposit is still **Detected** or **Confirming**, it may still be completing the normal confirmation process.

***

### Withdrawal Issues

For a withdrawal issue, provide:

* Asset
* Withdrawal ID
* Destination address
* Current status
* Approximate submission time
* Screenshot of the user-facing message

Do not provide:

* Wallet private key
* Seed phrase
* Recovery phrase

Check your withdrawal status from:

[**Asset History →**](https://elvo.exchange/assets/history)

***

### Account Access Issues

If you cannot access your account, explain whether the problem involves:

* Email and password
* Email OTP
* Authenticator
* Web3 Connect
* Password recovery
* Linked wallet
* Login Security

Do not send your actual password or verification code to support.

If you forgot your password, use:

[**Forgot Password →**](https://elvo.exchange/forgot-password)

***

### Security Issues

If you believe your account may be compromised, take immediate action before waiting for a support response.

If you can still access your account:

1. Change your password.
2. Review Login Security.
3. Review Linked Wallets.
4. Review Active Sessions.
5. Terminate sessions you do not recognize.
6. Use **Terminate All Sessions** if necessary.
7. Confirm that your verified email is still under your control.

[**Account Protection →**](https://elvo.exchange/account/security)

[**Active Sessions →**](https://elvo.exchange/account/sessions)

***

### If Your Wallet Is Compromised

If the private key, seed phrase, or recovery phrase of a linked wallet has been exposed, treat that wallet as compromised.

Secure the wallet independently and review your Elvo security configuration immediately.

If possible, review:

* Login Security
* Linked Wallets
* Withdrawal Security
* Active Sessions

A compromised wallet should not be considered safe simply because the attacker has not yet moved assets.

***

### What Support May Ask For

Support may request non-secret information needed to identify an issue, such as:

* Account email
* Order ID
* Deposit ID
* Withdrawal ID
* Public wallet address
* Transaction hash
* Screenshot
* Time of the incident

These details help identify an account activity or transaction without requiring access to your private credentials.

***

### What Support Will Never Need

Never provide anyone with your:

* Password
* Email OTP
* Authenticator code
* Authenticator setup key
* Wallet private key
* Seed phrase
* Recovery phrase

> Elvo support does not need these credentials to investigate an account issue.

If someone asks for them, stop the conversation and verify the account through an official Elvo channel.

***

### Support Will Not Ask You to Transfer Assets for Verification

Be suspicious of anyone asking you to:

* Send tokens to a support wallet
* Transfer assets to "unlock" your account
* Pay a verification deposit
* Send $ELVO to activate support
* Move assets to a "safe wallet" controlled by support
* Connect to an unknown website for account recovery

Normal customer support does not require you to transfer ownership of your assets.

***

### Support Will Not Ask for Remote Wallet Control

Do not allow another person to:

* Import your wallet
* Enter your seed phrase
* Control your wallet application
* Approve unexplained signatures
* Approve unexplained transactions

Support can guide you through the Elvo interface without taking control of your wallet.

***

### Screenshots

Screenshots can be useful when reporting a problem, but review them before sending.

Hide sensitive information such as:

* Passwords
* OTP codes
* Authenticator setup keys
* Recovery phrases
* Private keys

Public information such as an Order ID or transaction hash can generally be shared when relevant to the support case.

***

### Direct Messages

Be cautious when someone contacts you first.

An impersonator may copy:

* An official team member's name
* Profile photo
* Elvo branding
* Biography
* Administrator title

Always compare the exact Telegram username with the official information published in Elvo documentation.

***

### Verify Before You Reply

Before discussing your account with someone claiming to represent Elvo:

**1. Check the exact username**

Do not rely on display name or profile image.

**2. Compare it with official Elvo documentation**

Make sure every character matches.

**3. Never share confidential credentials**

A legitimate support conversation does not require them.

**4. Stop if the request becomes suspicious**

Return to the official Elvo community and verify the contact independently.

***

### Official Support References

| Channel                | Official Information         |
| ---------------------- | ---------------------------- |
| **Website**            | <https://elvo.exchange/>     |
| **Telegram Community** | <https://t.me/elvoexchange>  |
| **X**                  | <https://x.com/elvoexchange> |
| **Customer Care**      | <https://t.me/ClevonNix>     |
| **Customer Care Team** | <https://t.me/Zixuanzi>      |

For important account or security matters, always begin from a verified Elvo source rather than an unsolicited message.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://elvo-exchange.gitbook.io/elvo-exchange-docs/contact-support.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.