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ChangeNOW Reviews 

13,553
TrustScore 4.5 out of 5

4.6

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Rated 5 out of 5 stars

I had an issue with an exchange because my deposit was below the minimum required amount. I contacted ChangeNOW support, and they responded quickly and resolved it by combining my split deposits so th... See more

Company replied

Rated 5 out of 5 stars

best exchange you can workit , support can sove any problem you have with youre transcation an fast in no time

Company replied

Rated 5 out of 5 stars

I've been using NOW Wallet for about 1.5 years, and I'm very satisfied with it. The support team is excellent—they reply quickly and are always helpful. They helped me solve my issue in no time. I... See more

Company replied

Rated 5 out of 5 stars

Had to change output address for a swap tx. Customer service stopped the transaction had me confirm I was the one who sent it and then changed the address saving me a huge headache and around $20. Mea... See more

Company replied

Company details

  1. Cryptocurrency Service
  2. Alternative Financial Service
  3. Currency Exchange Service
  4. Financial Institution
  5. Money Transfer Service
  6. Non-Bank Financial Service

Written by the company

ChangeNOW.io is a crypto management platform that empowers newcomers, professionals and businesses to handle their Web3 finances in a simple and secure way. Since 2017, ChangeNOW has evolved from a fast, secure and limitless instant crypto exchange to a platform where millions of users worldwide safely store, exchange, trade and stake their crypto assets.

ChangeNOW Crypto Exchange: Swap on the Go

Written by the company

ChangeNOW offers rapid swaps for BTC, ETH, USDT, and hundreds of other assets directly to your wallet. We’ve removed the friction so you can focus on your gains, not on filling out forms.

Resilient by Design, Secure by DNA

Enjoy all the benefits of ChangeNOW:

4-2.jpg
  • Signup-Free: Keep your swaps private.
  • Massive Variety: Access 1500+ digital assets across 110+ blockchains.
  • Your Keys, Your Coins: Your funds stay yours only – safe and secure.
  • Fiat-Ready: Jump from money to better money instantly with support for 70+ fiat currencies.

Go PRO: Maximize Every Move

Upgrade your experience with a ChangeNOW PRO subscription plan and get more benefits, control, transparency, and efficiency.

Choose the plan that fits your strategy:

  • Emerald: 0.1% Cashback + 40 AML Checks – Built for active clients who want smarter monitoring and added value.
  • Brilliant: 0.2% Cashback + Unlimited AML Checks – Designed for power users who need flexibility, scale, and full compliance coverage.

Contact info

Promotion box for ChangeNOW

ChangeNOW Pro

ChangeNOW Pro: Swap smarter with cashback and exclusive perks!

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4.6

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TrustScore 4.5 out of 5

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AML

Rated 1 out of 5 stars

I’ve been on Changenow on and off for 2…

I’ve been on Changenow on and off for 2 years. Always small amounts, never had issues, so I trusted them. Bad decision.

July 2nd I tried to convert 100,240 USDT to SOL. Routine swap for me. Sent it from Binance to the address they gave me. Tron confirmed in 2 minutes. I double-checked the TX hash.

Then nothing.
"Exchanging" for 30 min, then "On Hold". Got an email: "additional KYC required because of risk assessment."

Took me 2 hours to send ID, selfie, proof of address, and origin proof. 3 days later they asked for source of funds + bank statement again. I sent it.

11 days later, 100,240 USDT is still frozen. Support only replies with copy-paste: "AML team is reviewing your case. No ETA.”

After no response from support and hiding behind their AMl excuses I did an independent AML check on Trackhyper(Trackhyper.com) and forwarded the results to Changenow which proved my wallet to be clean. I was refunded a few hours later.

Changenow needs to improve in their services and stop seizing users funds unnecessarily

June 13, 2026
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

We're sorry to hear about your experience and sincerely apologize for the inconvenience caused. Could you please share your support ticket number so we can identify it?

Please note that, unfortunately, we’re unable to provide an ETA for AML reviews, as the time required depends on the specifics of each case and the information being reviewed. However, we want to assure you that our Compliance team is actively working on your case, and you will receive an update in your existing support ticket as soon as there is any new information available.

We appreciate your patience and cooperation throughout the review process.

Rated 1 out of 5 stars

Fraudulent platform, do not use it for any transactions.

Hi everyone,I am writing this post to warn the entire crypto community about ChangeNOW (changenow.io). If you value your hard-earned money and data privacy, please stay far away from this platform. They are running what appears to be a textbook selective scam under the guise of an "infinite compliance review."Here is the exact timeline and breakdown of my ongoing nightmare with them:The Transaction: I received my hard-earned work remuneration in USDC (a fully traceable, transparent stablecoin). Due to privacy reasons, I decided to use ChangeNOW to swap my USDC into Monero (XMR).The Freeze: Immediately after they received my USDC, their automated system flagged the transaction and held my funds hostaged. It has now been over 20days (approaching 18 days total dispute time) with absolutely no resolution.Full Cooperation: They requested verification, and I complied. I provided them with the complete, unredacted chat logs proving the 100% legitimate commercial source of my funds.The Double-Faced Game: On Trustpilot, their public relations team openly replied and acknowledged that I successfully "provided the requested documentation and information for your case." However, inside the private support ticket, they are playing a shameless psychological game. An agent named Emil just sent me another ridiculous copy-paste template telling me to wait another "5 business days", while Compliance Officer Christina states they "cannot provide a timeline" for the review.The Core Compliance Flaw of ChangeNOW:I am NOT even asking to complete the exchange to Monero anymore. Since they deemed the trade high-risk, my explicit demand is a Return-to-Source Reversal of my original USDC deposit back to the exact originating transparent address that sent the funds.Under global FATF and AML guidelines, reversing a rejected transaction back to its exact originating transparent address carries ZERO integration or laundering risk for an exchange. It is a simple rejection of funds. By refusing a USDC Return-to-Source refund and keeping my property without a formal court-ordered freezing injunction or law enforcement warrant, ChangeNOW is committing civil theft.To make matters worse, when I tried to voice my complaints on their official subreddit, their team instantly censored and deleted my posts to hide the truth from the public.I am refusing to dox any further sensitive private data to an unregulated commercial platform that operates in bad faith.Ticket Number: #643109Status: 20+ Days Detained. No refund timeline.Please upvote this to keep honest users safe. ChangeNOW, stop the corporate games, stop the infinite 5-day delay loops, and reverse my USDC transaction to the source address immediately!

June 21, 2026
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hello,

We understand your frustration and appreciate the time you've taken to explain your concerns.

However, we would like to clarify that your transaction is currently undergoing an AML/compliance review. Such reviews are conducted in accordance with our regulatory obligations and internal risk procedures. Unfortunately, while a case is under active review, we are unable to complete the exchange, issue a refund, or provide a guaranteed timeline for resolution.

Please note that the duration of a compliance review does not indicate that funds have been confiscated or that a decision has been made regarding the outcome of the case. The review process must be completed before any further action can be taken.

All available updates regarding your case have already been communicated through your support ticket. We kindly ask you to continue communication there, as it remains the official channel for updates and any requests for additional information from our compliance team.

Thank you for your patience and understanding.

Rated 1 out of 5 stars

ChangeNOW invokes AML exception clause without meeting its own conditions — refund withheld in breach of Section 3.8.2 ToS

I used ChangeNOW (via the Atomic Wallet interface) for an ETH-to-BTC swap. ETH was debited from my wallet; BTC was never delivered. The transaction was halted by ChangeNOW’s automated risk-management system.

What I did:
1. Completed the KYC verification through the SumSub link sent by ChangeNOW. KYC was passed successfully.
2. After successful KYC, ChangeNOW requested a second, additional Source of Funds (SoF) verification, without specifying any legal or factual grounds.
3. I formally declined the additional SoF verification and exercised my explicit right under paragraph 1 of Section 3.8.2 of the ChangeNOW Terms of Service: “The verification time window is 3 days, and the User can refuse to pass the procedure; in that case, the User will be provided with a refund.”
4. I requested the refund to the original sending address, with network fees deducted.

What ChangeNOW did instead:
- Quoted the exception in paragraph 2 of Section 3.8.2 (freeze “in limited cases, if the transaction is suspected of being connected to illegal activities”), without satisfying its conditions.
- Provided no specific factual grounds for any suspicion of illegal activity.
- Provided no confirmation that an official investigation is being conducted by a competent authority.
- Provided no name of any authorized body and no case reference number.
- Continued to request additional documents I had formally declined to provide, combining the burden of paragraph 1 (open-ended document requests) with the duration of paragraph 2 (indefinite hold) — a combination not supported by the text of either provision.

My position: I am not disputing the swap’s outcome; I am exercising a contractual right of refusal that obligates ChangeNOW to refund. Until ChangeNOW either (i) initiates the refund, or (ii) provides the specific information required by the plain text of its own exception clause, the continued withholding of funds constitutes a direct breach of Section 3.8.2 of its own Terms of Service.

I am posting this review as factual documentation of the case. Full correspondence, swap ID, KYC pass confirmation and timestamps are retained.

I specified the order number that is displayed in Atomic, and the company sees it.

Update: I will edit this review if and when ChangeNOW resolves the case in accordance with its own Terms.

Update 26.05.2026, 17:34 UTC (consolidated, replacing all earlier updates):
Funds still withheld. Refund not initiated.
In a parallel financial complaint thread on BestChange.com, a ChangeNOW representative first publicly classified the requested SoF as an "extended check" and "additional stage of compliance procedure" — i.e. a secondary procedure, separate from the primary KYC/AML I have already passed. Under ChangeNOW's own public FAQ KYC/AML, refusal in such a procedure obligates a refund within 24 hours to the original sending address, with network fees deducted. This obligation has not been performed.
A subsequent reply in the same thread then contradicts the prior one, asserting AML/KYC and SoF are "part of a single compliance process." The two characterisations in the same public thread are mutually inconsistent. The applicable characterisation is a matter of the operator's published rules at the time of the exchange — not a matter of post-hoc re-characterisation in correspondence.
ChangeNOW then unilaterally declared the BestChange complaint moved to "commenting status" — without (i) initiating a refund, (ii) naming any specific subclause of its public rules justifying the withholding after a successful KYC, a formal refusal of the secondary procedure, and the expiry of the FAQ's 24-hour window, or (iii) addressing the specific questions raised in the thread. The complaint has been re-opened; red-flag status is restored.
The conditions of the narrow exception in paragraph 2 of Section 3.8.2 ToS (suspicion of connection to illegal activity + investigation by a competent authority) remain not met. In private correspondence, a ChangeNOW representative confirmed that the automated risk-assessment grounds will not be disclosed and that the investigation is internal to ChangeNOW.
Will revise this review upon either (i) refund initiation with TxID, or (ii) written documentation of a competent authority involved, with case reference.

May 19, 2026
ChangeNOW logo

Reply from ChangeNOW

Hi,

Thank you for taking the time to describe your case in detail.

We understand your concern. Please note that in situations where a transaction is flagged by automated risk and AML compliance systems, additional verification steps may be required. These procedures are part of regulatory and security requirements.

At this stage, your case is being handled by our Compliance team. All review progress, requirements, and updates are provided directly within your support ticket, as they become available.

We kindly ask you to continue the communication there, as the compliance team is actively handling your case.

Thank you for your understanding.

Rated 1 out of 5 stars

I transferred $400,000 USD…

🇬🇧 Updated review — ongoing investigation against ChangeNOW.io

ChangeNOW.io continues to withhold my funds (€373,000) without legal justification.
Despite multiple requests, they refuse to provide transaction information or proof of lawful blocking.

Official complaints have already been filed with:

Dutch Police (Report No. 251027-PS163542760)

AFM – Netherlands Authority for the Financial Markets

FMA – Financial Markets Authority (New Zealand)

Fraudehelpdesk (Netherlands)

All authorities have confirmed receipt of the complaint and are currently reviewing the case for potential fraud and AML (anti-money laundering) violations.

ChangeNOW operates without clear licensing or supervision in the EU, and ignores all regulatory and consumer protection standards.

🚨 This is not an isolated case — users should avoid using ChangeNOW until transparency is restored.
I will keep this review updated as official investigations progress.

#CryptoFraud #ConsumerProtection #AFM #FMA #ChangeNOW #ScamAlert

May 1, 2025
ChangeNOW logo

Reply from ChangeNOW

Hello!

Thank you for sharing your feedback. We understand how important this situation is and truly want to help you resolve it as soon as possible. At ChangeNOW, we’re always improving our security and transaction systems to make every exchange safe and reliable.

Please reach out to our support team at support@changenow.io with your exchange details — they’ll carefully review your case and provide personal assistance.

We appreciate your message and hope to restore your confidence in our service.

Update:
Our team has followed up through your support ticket and requested KYC verification to complete the review and ensure your funds are securely processed in line with AML standards. Please respond to the ticket and stay in touch with our support team — they’ll guide you through the next steps and make sure everything is resolved promptly.

Rated 1 out of 5 stars

Exchange frozen — ChangeNOW asking for KYC after BNB → TON via Guarda

I made a BNB → TON exchange through Guarda Wallet, which uses ChangeNOW as a partner.
After I sent ~$5000, ChangeNOW suddenly froze my transaction, demanding full KYC.

I never agreed to provide KYC — I was exchanging via Guarda, a non-custodial wallet, not directly on ChangeNOW’s platform.
My funds are personal and legitimate, yet they’re being held without refund or completion of the exchange.

ChangeNOW’s “investigation” has no legal justification — they’re effectively keeping my money while hiding behind AML excuses.
No clear ETA, no transparency, only copy-paste replies from “compliance.”

This behavior is unacceptable and looks like unlawful retention of user funds.
I demand an immediate refund to my original BNB address and a public explanation.

October 21, 2025
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hello,
We’re sorry to hear about your experience. Please note that, in certain cases, transactions may be temporarily held for additional verification in line with international AML regulations. Our compliance team is reviewing your case and will resolve it as soon as possible.

To expedite the process, please contact our support team via live chat or email at support@changenow.io

Kind regards,
The ChangeNOW Team

Rated 1 out of 5 stars

On May 2

On May 2, 2025, I sent 192,500 XRP via ChangeNOW. I passed full KYC, video, proof of address, and source-of-funds.

Instead of processing, they froze my funds with a vague “AML investigation” — no legal basis, no timeline, just months of generic replies.

Company: CHN Group LLC, Euro House, Richmond Hill Rd, Kingstown, St Vincent & Grenadines. Postal: Newtonlaan 115, Utrecht, 3584 BH, Netherlands.

Ticket id : 507300

This is my money and they are refusing to release it. Avoid ChangeNOW at all costs.

May 2, 2025
ChangeNOW logo

Reply from ChangeNOW

Hello. We understand how concerning and frustrating this situation must be for you. Please know that any hold on funds is never arbitrary — it is the result of mandatory AML/Compliance checks that we are legally required to perform. These reviews can vary in duration depending on the complexity of the case and any requests from relevant authorities, and for such cases we unfortunately cannot provide an exact ETA.

Your case under ticket #507300 is actively being reviewed by our Compliance Team, and we will provide you with an update as soon as possible once the necessary checks are complete. We appreciate your patience and cooperation while we work toward a lawful and fair resolution.

For any further communication, please continue to use your existing support ticket or contact us via live chat or email at support@changenow.io — our team is committed to assisting you.

Rated 1 out of 5 stars

Whales , Stay away

I have similar experience as other who deposited large sum of money .

First they blocked funds , then they asked kyc , i sent them all documents they needed for kyc and aml and source of funds and etc ...

They refused to complete the exchange or refund to this date !
It's almost 2 months now ...

This is totally scam , how are they still having a license ?

Disputed amount : 550,000$
Ticket id : 495956
Transaction id : 6956788664a996

April 1, 2025
ChangeNOW logo

Reply from ChangeNOW

Hi, Xoxfux!

The investigation requires a thorough analysis and can take longer than usual, but we are doing everything possible to expedite the process. The security of our users’ deposits is our top priority, and we strictly adhere to all internal procedures and regulatory requirements.

As soon as we have any update on your case, we will notify you immediately in this ticket. Please continue to communicate with us through this same channel so we can efficiently track the history of your request.

We understand that delays can be frustrating, and we sincerely apologize for any inconvenience this may cause. If you have any additional questions or need further clarification, our team is available to assist you at any time. We remain committed to resolving your issue as quickly and securely as possible.

Rated 1 out of 5 stars

ChangeNOW holding my $300,000+ for 100+ days

The situation is as follows, I made an exchange inside the Atomic wallet cold wallet, the exchange was from BNB to XMR, or to be precise, 4 exchanges of 150 coins each. As it turned out, ChangeNOW is the intermediary of exchanges in the wallet, which I found out later, but everything is in order. The exchange was suspended for me and I contacted the wallet support through the application, they told me that the exchange was suspended due to AML risks and asked me to pass a check through the Sumsub provider, which I passed, then the AtomicWallet support asked me to contact this exchange office directly and deal with them about this, then endless responses with scripts and after almost 10 months of waiting, their incredible special department completed the investigation and asked me to go through the same provider again, I did the same, I was approved for a refund., I asked them to send me coins to other banking details, since this wallet has been empty for almost a year. For security reasons, I do not cloud-copy cold wallets to the cloud, and I simply did not manually transfer a wallet that had been empty for a year. (why do I need it?) I gave them another one, where literally about 10+ thousand dollars have passed on the BNB network since October. But then the funny part begins. Ostensibly for security reasons, they refuse to make a refund to another wallet and say that it might not be me and I could have stolen this exchange. For a second, critical thinking left their heads, because that in the beginning, that a couple of days before the initiation of the refund, going through live verification checks, I was the same person as in the beginning, but they found a reason how they could not refund my money. After contacting the cold wallet, they confirmed that it was I who created the initial connection to the support, because at that time I was inside the wallet and did this using mail and a login that was then used in correspondence with both the wallet and the exchange office. The wallet asked them by mail to lower the criteria for their verification request, but now they are sending me to the police and asking me to go through verification through them and confirm that the wallets are mine. After calling the local government station and explaining the situation, they told me that the police do not deal with this, but work with criminal cases and crimes, and they do not identify individuals, since there is no corpus delicti in this situation. They don't offer any alternatives, they respond again with a script, I've been waiting obediently for 10+ months, but I don't have the patience anymore. I will write wherever I can and try to get as many people involved in this situation as possible, then I will spread this post and the story itself to different influencers. I hope someone will help me publicize and show the real face of changenow, who don't care about people and their clients, they are only interested in profit and the opportunity to get your money as much as possible assets, if such a service is provided to them.

August 10, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Thank you for providing such a detailed overview of your experience. We truly understand how exhausting and disappointing this entire process has been for you, and we’re sorry that you’ve reached this point of frustration.

When it comes to refunding digital assets — especially when a different destination address is requested — we are obligated to follow very strict compliance procedures. These aren't arbitrary barriers or excuses; they are legal and regulatory requirements designed to prevent the risk of unauthorized fund recovery, fraud, or potential misuse of the system. Even if it may appear obvious from your side that you’re the rightful owner, we are required to operate with caution and a high standard of proof when wallet access changes or a refund destination differs from the original transaction.

We understand that you’ve already contacted the wallet provider, and we appreciate that they’ve confirmed your initial engagement with them. However, even with that context, our compliance policies still require verification through the appropriate legal channels when ownership of funds or destination addresses is in question.

We remain open to working with you toward a solution that meets our security requirements. We're not refusing the refund — we're simply unable to proceed without fulfilling the obligations we’re bound by.

Again, we truly regret the stress this has caused, and we appreciate your continued efforts to communicate. Our intention has never been to withhold your funds unfairly, but rather to ensure that we’re handling the situation responsibly, lawfully, and with due diligence.

Rated 1 out of 5 stars

They withheld 400,000$ worth of assets…

They withheld 400,000$ worth of assets of mine for 36 days (KYC/AML) , no updates , no solutions .
Each time they say "we will update you shortly"

Stay away from this scam at all cost !

Transaction id : 7e5d502ece6a8f
Ticket id : 505731

May 2, 2025
ChangeNOW logo

Reply from ChangeNOW

Hello. Thank you for sharing your feedback.

We understand how stressful this situation must be, and we genuinely apologize for any inconvenience caused. Please know that the review of transactions under our KYC/AML procedures is conducted strictly in accordance with international compliance standards and our Terms of Service, which all users agree to before initiating an exchange.

These measures are in place to ensure the legality and safety of all transactions on our platform.

That said, we take allegations of misconduct very seriously and we will update you via support@changenow.io as soon as possible. Also, please note that investigations can take some time due to the complexity of each case.

We appreciate your patience and understanding.

Rated 1 out of 5 stars

Orders placed more than one month ago cannot be refunded

33 days ago I tried to exchange funds on ChangeNow.io and my transaction was frozen due to their AML procedures. I understand - compliance is important.

They asked for source of funds, KYC verification, I provided everything they asked and completed KYC 28 days ago, my funds have been frozen for over a month with no resolution, nothing but the same old emails again and again

edit:
Since my payment address and receiving address mnemonics were on the same piece of paper, and I lost the paper due to improper storage, when I asked to change the refund address, they asked me to let the judicial department communicate with them on my behalf. I asked the judicial department that this was not within their jurisdiction, and they kept asking me to prove myself, even though The KYC is mine, the notarized agreement is mine, and the bank statement is mine. Don’t these prove that I am the owner of the address?When I suggested that I could take the order page and ID card with the date, they still insisted that I contact the judicial department to communicate with them. I had already asked the judicial department before and they clearly stated that this was not within the jurisdiction of the judicial department because it did not involve a crime.
So I think they obviously don't want to return my funds. If you haven't used their services yet, please use them with caution.

April 30, 2025
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hi,
In a limited number of cases, we have to invoke KYC as a measure.

This validates the complete legality of the transaction and ensures compliance with regulatory standards.

Due to the specificity of your exchange (in particular, as it was flagged by an automated risk management system), we have to perform a thorough check of the transaction. We will follow our guides and get back to you as soon as we can.

Please be sure that we are doing our best to save your time.

Rated 1 out of 5 stars

Horrible scam - Refund me.

Let me lay this out clearly because this situation has gone too far.

ChangeNOW has been holding my funds for several days, even though I completed the required KYC process and provided full documentation explaining the source of the funds. These funds have been in my wallet since 2021, are entirely traceable on the blockchain, and there is nothing suspicious about them.

I passed KYC and received confirmation that the documents were accepted. Yet my transaction is still listed as “under investigation” with no clear updates, timeline, or explanation. This is deeply frustrating and inconsistent with the terms published on your own site.

According to ChangeNOW’s terms:

If a customer refuses KYC, funds should be refunded within 24 hours.

KYC is valid for three days, and customers may request a refund during that period.

Nowhere does it state that funds can be held indefinitely after KYC is completed and documentation is accepted.

Instead, support continues to reference an “investigation” without transparency, violating your own stated policies. I've seen similar stories from other users — long delays and unresolved cases — and that’s very concerning.

All I want is for this to be resolved fairly. If the funds are returned, I’m happy to move on. But if this continues without action, I’ll have no choice but to explore legal and regulatory options.

Before you reply to this with the general response you give everyone, remember:

1. I have already completed the full KYC process.
I submitted all required documents and a detailed written explanation of the origin of my funds. Everything is 100% traceable on-chain, and nothing about my case violates AML standards. If your system flagged the transaction, it’s your responsibility to follow up quickly — and in this case, you already have all the evidence needed to verify the legitimacy of the funds.

2. I’ve already been in touch with your support team — multiple times.
I opened a ticket, followed up, and have been waiting with no concrete answers. The reference number is #495883, and it’s been long enough. Repeating that I should “reach out to support” is not helpful when I’ve done that from day one.

3. You are a non-custodial exchange — yet you are holding funds.
This directly contradicts your stated operating model. If you don’t hold user funds, then there should be no reason why you are preventing mine from being released, especially after KYC and documentation were submitted.

4. Your “standard industry practices” don’t justify indefinite delays.
No legitimate platform takes this long to resolve a flagged transaction once proof of funds is provided. At this point, the delay looks intentional — especially given that many users have posted similar experiences online.

Ticket ID: #493216

April 16, 2025
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hi, Faris!
Thank you for sharing your concerns with us. We understand how frustrating it can be to experience delays, especially after completing the necessary verification steps. Please rest assured that we are committed to resolving your case as quickly as possible, and we appreciate your patience during this process.

While we aim to provide timely updates, certain situations require additional investigation to ensure compliance with regulations, which can lead to extended review periods. We recognize that transparency is crucial, and we are actively working on your case to provide clarity.

We hope to have this resolved for you soon. Thank you for your understanding. Our team will provide an update in the current ticket.

Rated 1 out of 5 stars

Changenow stealing my money!

In 2023, Oct. I tried to swap 25 $ETH for $XMR on Changenow.io.

However, the transaction got 'flagged' and after 10+ e-mails they told me I would have to do KYC due to their KYC / AML system flagging the transaction as 'high risk'.

I did refuse at first, because I do not like to do KYC online on the internet and I just kept telling them to refund my money on which they kept responding with 'Currently we can not do that due to the ongoing investigation'.

This e-mail contact went on for a year, I went on business trip, moved over to a new place etc. so sometimes it wasn't as much communication as during the start.

However, about 7-8 months later and 50+ E-MAILS FURTHER, they kept saying the same thing.

I started to get pissed, told them I would get lawyers and everything, but they still didn't care. They told me they have all the rights to hold my funds while the investigation is on-going.

I told them I didn't want the exchange no more (told them since day 2 actually) but they kept saying a refund also isn't possible because funds are flagged as high risk.

I talked with my lawyer and he gave me some insights on their lawful mandatory things, and I learned that they should at least be able to provide me with on-chain proof of where my 25 $ETH is being held (for me to confirm it's still there, and not been used by them), on which they ignore, refuse and never respond.

The only thing I keep on hearing is 'We are sorry for the inconvenience, but we can't give you any information during the investigation'.

This is literally ridiculous, and after 10-11 months of not getting any news and / or updates, I decided to respond under their daily X posts with screenshots and answers of their live chat, e-mails so that the public could see what they are doing. (Witholding my 25 ETH for so long, and not refunding me).

I also DM'ed them on X and they responded there in a different way, saying the exchange could not proceed if I don't do KYC (again).

I was at least happy with the 'human like' reply I got, so after a week of thinking I decided that I was finally gonna do the KYC to get my funds refunded.

So I did the KYC, added my bank statement, source of funds, all documented and sent to them.

However, now it has again been 7 WEEKS after the KYC was completed, and still no signs of Changenow wanting to give me my money back. Still no news, still no updates, still no regular human replies with ANY explanation. Only the same standard 'copy & paste' replies by their Compliance Team through e-mail.

Basically saying: 'We are sorry for this experience, but the investigation is STILL on-going. We will update you once we have news'.

They keep saying this and according to their T&C they have the right to keep my money as long as their 'investigation is on-going', which basically means as long as they claim there is an investigation, they can keep the funds for no matter how long (as long as they just keep claiming there is an investigation).

I do not know what to do anymore. I am depressed, currently not getting any clients in my marketing company and I also made losses due to the long period they've been holding this money.

It also is not a small amount of money (25 ETH) and the current market doesn't show a lot of confidence for maintaining its value. It's only declining which is costing me so much in losses as long as I can not sell the ETH.

I just want my money back! What to do? I am so sad. I can't take this uncertain feeling any longer. Am feeling deeply depressed..

UPDATE: This kind of answer is exactly what I am talking about. There are no updates at all, and you are not prioritizing my case. You had one year to finish your investigation, and now you also had 7 weeks to investigate my KYC documents.

I submitted everything and nothing illegal was done. You have my source of funds documents, screenshots and proofs of everything you need. What more do you want me to send you in order to return MY OWN MONEY?

Just give me back my money. You have no clue what kind of harm you are doing to people.

February 25, 2025
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hello, Dacostahosting!

We understand the frustration waiting time caused you. According to our terms of service (3. AML/KYC Procedure: 3.4, 3.8.2), in limited cases (if the transaction is suspected of being connected to illegal activities), we reserve the right to freeze your exchange transaction for any necessary period to complete the investigation and AML/KYC procedures.

We appreciate your cooperation in completing the KYC process, as it indeed helps speed up the investigation, but, unfortunately, it doesn't make it instantaneous.
We understand that the prolonged review of your case has led to significant disappointment, and we sincerely apologize for that. Please be assured that we will prioritize your case, and we kindly ask you to stay in touch.
We will get back to you via email with updates.

Rated 1 out of 5 stars

ChangeNOW Continues to Withhold My Funds, Despite Proof of Legitimacy

It has now been over seven months and an additional week since my unresolved transaction with ChangeNOW. Despite their claims of reviewing my case under AML regulations, there has been zero progress or meaningful communication. This has become a pattern of stalling and avoidance that raises serious questions about their practices.

The BTC I tried to transfer was legitimate salary from my previous employer, which the company has confirmed as completely lawful. Despite providing all the required documentation, including proof of the source of funds, ChangeNOW continues to withhold my money. This delay has caused unnecessary stress and financial inconvenience.

Seven months without resolution is far beyond reasonable. At this point, it feels like ChangeNOW is using regulatory excuses to avoid refunding my $1,000 USD. The rise in Bitcoin’s value to $1,500 USD only compounds my frustration, as I am not asking for profit—just the return of my original funds.

To anyone considering using ChangeNOW, I urge you to think carefully. My experience has shown a shocking lack of professionalism, communication, and accountability. A trustworthy platform would have resolved such a straightforward case months ago.

ChangeNOW: Please stop delaying. Either refund my money immediately or provide a clear and definitive timeline for resolution. Your lack of transparency is unacceptable.

December 19, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hello, ZDLiu!

Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the distress and frustration you’ve experienced regarding your transaction.

We understand that it has been over seven months, and we want to assure you that your case is still under investigation. We have escalated the review process to ensure that it receives the attention it deserves.

We value the legitimacy of the funds in question and appreciate the documentation you’ve provided. Please know that we are committed to resolving this matter as swiftly as possible and improving our communication throughout the process.

We understand your feelings regarding the delay, especially with the recent changes in Bitcoin value, and we are taking your concerns seriously. As more information becomes available, we will update you through your original ticket.

Thank you for your patience while we work towards a resolution. Your trust is important to us, and we aim to resolve this issue satisfactorily.

Rated 1 out of 5 stars

Terrible Experience with ChangeNow.io – Avoid at All Costs

Update:
It's been 45 days since my significant amount of funds have been frozen. They always open the chat only when they require information from me; whenever else, they don't answer my request.
There are no updates or responses, but they marked 'Solved' and closed all my requests.

Unreliable!!!!!!
-----------------------------

I attempted to exchange funds on ChangeNow.io over 32 days ago, but my transaction was frozen due to their AML procedures. Fine, I get it—compliance is important. But since then, it’s been nothing but a nightmare.

They demanded endless documents and proof: the origin of my funds, KYC verification, a video recording to confirm my withdrawal, and details of three recent deposits from my wallet. I provided everything they asked for and completed my KYC 27 days ago.

What did I get in return? Absolutely nothing except the same repetitive, generic email over and over:
"Thank you for your inquiry. A member of our Compliance Department will get back to you as soon as possible. Response times may vary but usually within 2 business days."

It’s a complete lie. I’ve received this exact message more times than I can count, but no one has ever followed through. If I submit a new request, they close it within minutes without even addressing the issue.

ChangeNow.io only seems to "open" when they need more information from you. The moment you comply, they disappear again. This platform claims to be decentralized, but their actions are far from transparent or trustworthy.

My funds have been frozen for over a month with no resolution. This is one of the worst customer service experiences I’ve ever had. Avoid ChangeNow.io at all costs unless you enjoy being ignored and left in limbo.

October 29, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Dear H. E,

Thank you for taking the time to share your experience with us. We sincerely apologize for the difficulties you have faced during your transaction process. We understand how frustrating it can be when timelines are not met and communication feels insufficient.

Please be assured that the case you have raised is currently under investigation, which unfortunately takes an indefinite amount of time to resolve. We are truly sorry for the delay in responding and for the repetitive nature of our communications. We are doing everything we can to expedite the process and ensure a thorough review.

We will get back to you with an update as soon as we have more information. Your patience and understanding during this time are greatly appreciated.

Thank you for your feedback, and we hope to resolve this matter soon.

Rated 1 out of 5 stars

Frozen and will not give away 25 ethers

The situation is as follows, a month ago I initiated an exchange of 25 ethers for monero, they suspended it because of their tags, aml on the wallet is currently only 13%.
After I started going through kyc, showed them documents, two bank statements, a utility bill, even asked for an Internet provider bill in English, they said that it was not enough for them, and began to find out and demand more.
After that, having read their rules, I saw that I could refuse this procedure and request a refund, appealing to their own rules, I asked for a refund.
At first they refused, it dragged on for a long time, about 4 weeks passed and they decided to initiate a refund.
Although after the first week I notified them that the xmr address was no longer relevant, since in the exodus wallet the monero receiving address changes after receiving.
And also two weeks later I said that I had mistakenly logged out of my trust wallet and would need to change the return address, they told me that it was not a problem and I would need to provide a different address when this verification was completed.
Although at first I asked to return the coins to the original address.
About 30+ days passed, the verification was completed and they decided to return the funds to me, they asked if the address from which I sent these coins was relevant, to which I answered no, I had voiced this earlier, after which they disappeared for a day, as they told me in the Telegram chat, they are in an internal discussion, not even an investigation, they are simply discussing how they will divide my money, apparently.
Then the next day I received a letter, after my next question how much longer I should wait, that in about 9 hours they will make a refund to the new address that I gave.

Drum roll, alas, after this time they said that they can only return to the address from which I sent. Or if I prove that one of the addresses during the exchange was mine (I already said earlier that I left that wallet, and the xrm network has the ability to change wallets)
The third option is to go to the local authorities so that they write them a request on my behalf. The next morning I called the Ministry of Internal Affairs and asked if I could do this, to which they answered either let them make a request to the Ministry of Internal Affairs, or I should write a statement about theft/withholding of funds.

This essentially will not help in any way, they are registered in the Seychelles.

I would like to ask people for help and give public resonance to this matter, also after a similar message in the telegram chat, they banned me.
They don't care about their community so much that when you write in this chat, scammers from the same group write and call you, and the administration is simply not interested, so people fall for the tricks of scammers, I personally caught two, wrote in private messages to the administration of these channels, showed screenshots, nicknames, they didn't even want to ban them.
When you don't care about your own community, what can you expect from the quality of the services provided.

Since in the comment to this post you refer to your own rules, I use your rules, point 3.8.2, where it is stated that I can refuse verification, your services and get a refund, which I have been trying to do for a month, although at the beginning I went through kyc, you can add me to the blacklist as well as my wallets, as you have written, but just return the funds. This is not my whim or plea, these are YOUR rules, so be kind enough to follow them.

October 29, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Dear Hades, we understand this might be a bit annoying.
We apologize for the negative experience you've had with our service.

We understand your frustration regarding the blocked transactions and the delay in resolving the issue. We want to assure you that we never withhold funds without a valid reason, and we take such matters seriously.

According to our Terms of Use, in limited cases (such as to verify your identity in order to pass the AML/KYC procedure), we reserve the right to freeze your exchange transaction for any period of time necessary to complete the investigation and AML/KYC procedure (https://changenow.io/terms-of-use)

The speed of the investigation depends on the amount of information based on which the competent authorities conduct their investigation.
We appreciate your patience and understanding.

Rated 1 out of 5 stars

SITE MUST BE LOW ON LIQUIDITY

My funds are on hold . And the support is saying they have the rights to hold my funds for however long there investigation may take . I clearly gave enough proof of where the funds came from via screenshots . And they are going against their own support terms I don’t suggest anyone use them . They are stating “authorities” etc aml system which is complete rubbish when they claim to be a Defi system and I gave proof showing that I paid a friend to send me crypto but I wanted usdt trc and he didn’t have it . Yet they are buying fake reviews and holding a lot of peoples money and saying it can take however long there investigation is needed to authorities when I have 0 criminal record history , showed proof where funds came from . They must be low on liquidity and doing this to a lot of customers don’t and I repeat don’t use this website or your funds can be on hold . There terms of service state I can refuse to go do a kyc and get a refund yet I have not been given one . And they can hold my funds for however long my transaction id js and I have sent an email about the matter . Crazy thing is they didn’t even update status on the site side saying they recieved funds .

June 18, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hello Business Empire,
We apologize for the negative experience you've had with our service and the extended waiting period. We understand your frustration regarding the blocked transaction and the delay in resolving the issue. We want to assure you that we never hold funds without a valid reason, and we take such matters seriously.

According to our Terms of Use, in limited cases (such as to verify your identity in order to pass the AML/KYC procedure), we reserve the right to freeze your exchange transaction for any period of time necessary to complete the investigation and AML/KYC procedure (https://changenow.io/terms-of-use)

The speed of the investigation depends on the amount of information based on which the competent authorities conduct their investigation.

We kindly ask you to continue communicating with our relevant department. This will allow us to investigate the matter thoroughly and provide you with accurate and timely assistance. We look forward to your cooperation!

Rated 1 out of 5 stars

Changenow holding my funds since 20 days without clear reason

Hey i did exchange at changenow since 20 days for 10k USDT and they still holding it

I sent all informations they need and did my KYC also i checked my wallet at AML and it was safe and not blacklisted.

Their answer very slow thats all funds and i have and they dont care about my horrible situation

May 10, 2024
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

We are truly sorry to hear about your distressing experience. It is of utmost importance to us that our customers feel secure and supported when using our services. We want to assure you that we are dedicated to investigating your concerns thoroughly and finding a resolution.

The situation you’ve described is certainly not the standard we strive for, and we understand how crucial it is to have clear and effective communication, especially when it involves financial transactions. We are committed to transparency and rectifying any issues that arise.

Please continue to communicate with our support team via support@changenow.io. We are actively working to address your case, and your ongoing communication is vital for us to resolve this matter to your satisfaction.

We appreciate your patience and cooperation as we work through this together.

Rated 1 out of 5 stars

The company has been holding back a lot…

The company has been holding back a lot of money for weeks (1 Month) because it supposedly has an AML value of 45%. I have uploaded all the documents as proof but after 2 weeks I still haven't received anything.

October 21, 2023
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hi Max!

We apologize for the negative experience you've had with our service and the extended waiting period. We understand your frustration regarding the blocked transaction and the delay in resolving the issue. We want to assure you that we never hold funds without a valid reason, and we take such matters seriously.

According to our Terms of Use, in limited cases (such as to verify your identity to pass the AML/KYC procedure), we reserve the right to freeze your exchange transaction for any period of time necessary to complete the investigation and AML/KYC procedure (https://changenow.io/terms-of-use)

According to our relevant department, you've been approved for a refund. Our team will contact you with more details as soon as possible.

Once again, we sincerely apologize for any inconvenience caused. Thank you for your cooperation.


UPD.: Thank you for waiting and for your patience!
Your exchanges have been refunded, here is the transaction hash:
https://bitcoinblockexplorers.com/tx/f3fad4fc0523cd6e511db7fd13986856d1f6db66667d2160043e38b56d1296ea

Rated 1 out of 5 stars

You may lose your funds!

I got on the exchange from the beschange website
spent several exchanges, everything was fine, once again exchanged btc for xmr
they stopped the transaction, demanded a lot of verifications, confirmation of funds, and eventually took my 2 btc
I do not advise anyone to work with them. You may lose your funds!

Notified the community in telegram
Immediately deleted the post about blocking on bestchange and bad review here

ChangeNOW is partnered with a KYC provider called SumSub. In order to get your identity verified, you will be offered to follow SumSub’s link (it will be under the Verify button) and complete the verification through a comfortable and smooth UI. You will have 3 days to complete the verification procedure, and if you don’t want to pass KYC, you can refuse (in that case, please shoot a message to support and receive a refund.

They have these rules on the site, I have read everything, but when it comes to large sums of money, they do not want to return them, read what he writes below)

!!update:
3.5. If you deny to pass through the AML/KYC procedure or don’t provide ChangeNOW with the requested documents and information, ChangeNOW has the right to refuse to execute your transactions (current and future).

he just says that it is convenient for him to take my money.

Still trust these clowns? They didn’t provide a single proof, as soon as I refused to check, they immediately came up with a reason why they blocked my $ 75,000. They probably just want to get me or just steal the money. Do not trust them in any way! Scammers

June 18, 2021
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

UPDATE #2:
Hi Chris,
The initial address of this exchange is suspected of illegal activity. We would kindly ask you to complete our KYC procedure.

------------
UPDATE:
Hi Chris,
If you check our TOS you can read that:
3.8. Starting June 2021, ChangeNOW works with a KYC provider called SumSub.

And this
3.4. In limited cases (such as to verify your identity in order to pass the AML/KYC procedure), we reserve the right to freeze your exchange transaction for any period of time necessary to complete the investigation and AML/KYC procedure.

3.8.1. If a User’s exchange has been stopped for a KYC check due to an alert from ChangeNOW’s risk-management system, ChangeNOW provides the User with a link where they can pass the verification procedure in a safe and secure manner.

This exchange is stopped because of suspected ILLEGAL activity.

If you're interested you can go and read more about AML/KYC on this link https://changenow.io/terms-of-use#:~:text=3.%C2%A0AML/KYC%20Procedure

------------
Hi Chris,
The initial address of this exchange is suspected of illegal activity. We would kindly ask you to complete our KYC procedure.

Rated 5 out of 5 stars

+++fastest service on the market right now

fastest service on the market right now

Very clear AML/KYC Policy without fishy practices like others swap sites like chngelly.

And very fast.

June 2, 2021
Unprompted review
ChangeNOW logo

Reply from ChangeNOW

Hey J. Sejans!
Glad to hear you've been satisfied with our service. Thanks a lot for letting us know that! We are constantly working to get better for you :)

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