Support Centre
How can we help?
Contact our support team directly — by email, WhatsApp, or phone for urgent security issues.
General Support
Account · Payments · App issues Mon–Fri 09:00–18:00 CET · Reply within 1–2 business days
Security — Report Immediately
Fraud · Unauthorised access · Phishing Phone for urgent incidents only
Complaints
Formal complaints under VQF SRO procedure Target response: 15 business days
Account & Access
Login, password & account issues
We can help with
- Forgotten password — a reset link sent to registered email. If email access lost, contact us for manual identity verification
- Lost access to your authenticator app or MFA device
- Locked or suspended account
- Changes to authorised signatories or beneficial ownership
- Account recovery following a security incident
Contact support@xsettle.com with your registered business name and a description of the issue.
What to expect
For security reasons, Xsettle may require identity verification before restoring access. This is a regulatory requirement and cannot be bypassed. Only a verified, authorised signatory of the treasury account can request access changes.
Account reviews. Xsettle conducts periodic compliance reviews as required under Swiss AMLA. Notify Xsettle within 14 days of any material change to your beneficial ownership, regulatory licence, or primary business activities.
Security
Report a security incident immediately
Include in your message
- Your registered business name and account identifier
- Transaction date, time, and time zone
- Amount and currency
- Transaction reference number (if available)
- Counterparty name and IBAN or wallet address
- Screenshot or description of any error
Send to support@xsettle.com or via WhatsApp.
Important
Never share credentials. Do not include passwords, private keys, seed phrases, or security codes in any message. Xsettle will never ask for these.
Wrong amount or currency? Do not attempt to return funds directly. Contact support first with the expected amount and the source counterparty.
Transactions may be delayed where compliance screening is required.
Xsettle will notify you where legally permitted.
Payments & Transactions
Login, password & account issues
Contact us immediately if you notice
- Unauthorised access to your account or apps
- An unrecognised or suspicious transaction
- A phishing email or fake Xsettle website
- A lost or stolen device with app access
- Compromised password or 2FA
Email security@xsettle.com or call +41 78 460 31 23 (urgent incidents only)
Xsettle will never ask for your password, seed phrase, private key, or one-time passcode — by any channel. Any message requesting these is fraudulent. Do not respond. Report it immediately.
Complaints
Login, password & account issues
Email complaints@xsettle.com. Xsettle will respond within 15 business days in accordance with VQF SRO complaints procedure.
Escalation
If you are not satisfied with Xsettle’s response, you may escalate to the VQF Self-Regulatory Organisation at www.vqf.ch.
Response times
- General support — 1–2 business days
- Security incidents — immediate priority
- Formal complaints — 15 business days
If you have not received a reply within the expected timeframe, reply to your original message and mark it ESCALATION.