SUPPORT · 24/7 MONITORING
We are here to help.
Terce support is monitored around the clock. Choose the appropriate channel below based on your inquiry type.
GENERAL INQUIRIES
support@terce.io
Send Email →- Monitored 24/7
- Average response time: 2-6 hours
- Questions about exchanges, rates, or supported assets
- Account-free exchange guidance
- General platform inquiries
URGENT — STUCK EXCHANGES ONLY
urgent@terce.io
Send Urgent Email →- Monitored 24/7
- Average response time: 45 minutes
- For exchanges stuck longer than 1.5 hours
- Include your Transaction ID in the subject line
Important: Emails to urgent@terce.io that are not deemed urgent will be ignored. For general questions, please use support@terce.io instead.
INCLUDE IN YOUR EMAIL
- Transaction ID — Found on your deposit or confirmation page
- Send/Receive pair — e.g., XMR → BTC
- Amount sent — The exact amount you deposited
- Destination address — Where you expect to receive funds
- Issue description — Brief summary of the problem
Most exchanges complete within 5-30 minutes. If your exchange is still processing, please allow up to 1.5 hours before contacting urgent support. Network congestion, large amounts, or additional verification may extend processing times.