Where to take your problem
Different problems are resolved by different people looking at different evidence. Sending everything to one inbox is what makes support slow. Find your situation below — the right channel is usually much faster than an email, and it is always the one where the record already exists.
If you think you are being scammed, stop first
Do not send money, do not release USDT, and do not continue a conversation that has moved off the platform. Nobody from AsaanMoney will ever ask for your password, your two-factor code or your backup codes, or give you a bank account or wallet address outside a trade. Report the account and read the scam signs in the help centre.
A problem with a specific trade
You have paid and nothing has happened, the payment was not confirmed, or the amount looks wrong.
Open the trade and use the chat inside it.
This is by far the fastest route, and it is not a brush-off. Inside a trade, support can see the escrow state, both sides’ payment evidence and the full event timeline. Sent as an email, the same question starts with us asking you for all of that.
Go to my ordersA trade that needs a decision
The other side is not responding, or you disagree about whether payment was made.
Open a dispute from the trade.
A dispute is reviewed by a specialist who can release the escrow to either side. The escrow stays locked until it is decided — nobody gets the funds while it is open. Do not cancel a trade you have already paid for; cancelling returns the escrow to the seller.
My disputesVerification, documents or account access
A document was rejected, verification is taking longer than expected, or you cannot sign in.
Check your verification status first, then contact support from your account.
Rejections say which document failed and why, and you can resubmit straight away — that resolves most cases without needing anyone. If you believe your account has been accessed by someone else, change your password and turn on two-factor authentication before you contact us.
Verification statusAnything else - ask support
A deposit or withdrawal question, your account, or something not tied to one trade.
Open a support ticket from your account. A person replies there, and you see the whole conversation.
Support will never ask for your password, your two-factor code or your recovery words. If a message claiming to be us does, it is not us.
Open a support ticketBecoming a trader
You want to post your own offers, rates and limits.
Apply through the trader desk.
Applications go through business onboarding, which is a heavier check than retail verification and is done by a person. Read what a trader account involves before you apply rather than after.
How the trader desk worksInstitutional and API partnerships
You are integrating an exchange, a payments business or a fintech product.
Start with the institutional page, then apply for a partner account.
That page states plainly what the API does today and what it does not do yet — including that outbound webhooks are not being delivered and team seats are not supported. Read it before you scope an integration, and tell us the flow you need.
Institutional APIWhat to have ready
Whichever route you use, these three things turn a multi-day back-and-forth into a single reply:
- The trade or dispute reference. It is at the top of the trade. Without it we are searching; with it we are reading.
- Your payment evidence. A screenshot from your own banking app showing the amount, the exact time, and the destination account.
- What you expected to happen. One sentence. It is surprisingly often the sentence that identifies the problem.
Answers that already exist
Before you write to anyone, it is worth a look at the help centre for what to do when something has gone wrong, the FAQ for how the platform behaves, and the security page for what protects you and where that protection ends.
Found a security vulnerability? Please report it to us privately through your account before disclosing it publicly, and give us a reasonable window to fix it.