Support

Reach a person.

There is no ticket queue and no chatbot. Email us and a person who can actually see your payment replies, within one business day and usually faster.

SwapEazi is onboarding its first corridors. The process below describes the service as it operates from your first payment.

hello@swapeazi.io Read the questions first

Urgent

A payment has not arrived.

This is the one that matters, so it goes first. If your supplier says the money is not there, send us these three things and we will have an answer quickly.

What to include

1.Your quote reference, which is on the quote and on the confirmation.
2.The date and amount you paid, and which account you paid from.
3.What your supplier's bank is telling them, if anything.

We trace it with the payout partner and come back with where it actually is, including when the honest answer is that we are waiting on someone else. You should not have to chase us for that.

Email about a payment

Everything else

What we help with.

A quote question: You want a quote for an invoice, a quote re-issued because the hold window passed, or a breakdown explained line by line. Send the invoice and we will come back with the numbers.
Onboarding and documents: You are partway through verification and want to know what is outstanding, or your company details have changed. We will tell you exactly what is missing rather than leaving an application sitting.
Adding a supplier: A new South African supplier to verify before your first payment to them, or a change of banking details on an existing one. Never act on changed bank details in an email without telling us first.
Reconciliation and records: A confirmation re-sent, a statement for a period, or documentation for your auditor or your bank.
A corridor that is not open yet: Tell us the country and roughly what you pay a month. We prioritise corridors by the businesses waiting on them, so this genuinely moves your market up the list.
A complaint: If we got something wrong, email hello@swapeazi.io with Complaint in the subject line. Our complaints policy sets out what to include, how long we take to acknowledge and resolve it, how to escalate it, and what happens when the complaint concerns a step performed by a licensed partner.

Security

How we will and will not contact you.

Invoice fraud in cross-border trade almost always arrives as a convincing email about changed banking details. So that you can always tell, here is what we will never do.

We will never email you new banking details for a payment already quoted.
We will never ask for your online banking password or a one-time PIN.
We will never ask you to pay from a personal account or a third party's account.
We will never ask you to pay into an account in an individual's name.

If you receive something that appears to be from us and does any of the above, do not act on it. Contact us on the details you already have and check.

Reaching us

hello@swapeazi.io

Payments, quotes, onboarding and complaints. One business day.

Hours

Monday to Friday, South African business hours. Payments settle within South African banking hours, so an enquiry sent late on a Friday is answered on Monday.

Elsewhere

@SwapEazi on X

Product updates only. Never send payment details here.