ChangeHero exchanger

I have done a simple swap from USDT to USDC. I did about 4000 USDT, and they froze it instantly. I have been complying with all KYC/AML requests, I have done a full KYC, and AML, proved my Source of Funds, business info, documents, bank statements, they even asked for my tax assessments that I provided since I needed that money for my baby’s medication, then they asked for the list of my customers, their information and correspondence I had with them. So I didn’t see any point to provide more document, since there was no end to it and it would take them one day to review the document and ask for another irrelevant one. So I sent them an email requesting a refund, four days later they asked me for the correspondence that I had in my business with my customers again. Since then I have done more swaps of the same crypto address with different exchanges with no problem.

They are taking 7 days to ask me more and more irrelevant questions, time wasting tactics. Now they stopped responding to my emails completely. They are not even honouring their own policy to refund me.

So, i wanted a currency exchange from ltc to usdt, about 40 ltc on 21st september 2026 and since then i am in trauma because of changehero's non-sense additional requested documents that literally have nothing to do with my transaction exchange. I have done a full kyc, aml, proved my source of funds, business info, documents, bank statements, portfolio, fiat currency proof, client communication, wallet screenshots they even asked for my tax assessments since the money at the stake is my hard-earned money and i won't let anybody *** me with it. When one document was provided, they instantly asked for another irrelevant document and this cycle is still ongoing till today. So, i sent them an email requesting a refund because enough of this trauma for me, because i can always go and find other exchanges. Then they said they can't refund my money because "that irrelevant document" is needed disregarding their own policy which clearly states that "please note that in this case the funds will be sent back subtracting the network fee and changehero operational fee in the amount of 10% from transferred assets but not less than 100 usd equivalent. The refund policy can be found in changehero terms of use, paragraph 3.6.". This is literally a cyber *** , and i have every right to fight back. I am also worried that when they don't respect their policies, how can i trust them with the sensitive data i provided them already? my aml report is all clear and has been shared with them, still they are holding onto my funds without any reason

when i went to search them on internet, i see people have posted the same story about them that makes me believe that they do nothing but swindling everyone in the name of exchanging the money. I am now regretting to choose them for my money exchange, and i want to aware everyone not to use them because they are looting people in the name of kyc/aml.

Warning! stay away from changehero!
changehero has been holding my 4,000 usdt for 10 days!

they froze my transaction, demanded kyc under their aml policy, and now want to keep 400 usdt (10%) just to return my own money!

the exchange was never completed!

i repeatedly requested a refund, but support keeps ignoring my questions and sending generic responses.

I was only informed about this 10% deduction after my funds were frozen.

10 Days. 4,000 Usdt withheld. 400 Usdt demanded for a refund.

Never use changehero! i strongly regret trusting this platform with my money.

Status: unresolved. No refund received.

I have done a simple swap from USDT to XMR. I did 1 test transaction, no freeze, then I did 15.000 USDT, and they froze it instantly. I have been complying with all KYC/AML requests, I have done a full KYC, and AML, proved my Source of Funds, documents, bank statements, shown contracts of p2p-exchanges through BestChange, and they keep on delaying my refund.

They are taking 5 days to ask me more and more irrelevant questions like: ''how did you acquire the USDT for the swap'' while it was a simple swap which an on-chain look at my address would've resolved, time wasting tactics.

It's been 5 weeks and they still haven't refunded even though I have sent them everything!

Furthermore, I did not even directly use ChangeHero, I used another service which routed through ChangeHero.

On August 13, I submitted all the necessary documents, including KYC information, proof of address, and pay stubs; they even asked for my employment contract. However, more than a month has passed — they’ve started ignoring me more often and simply claim that their team still can’t process my documents. It’s a joke and a disgrace; I don’t recommend them — the service is terrible. I hope they don’t steal my money.

ChangeHero received my funds through a Ledger / XO Swap order but never delivered the exchange, and support has since stopped responding.

Order ID: ***
Support ticket: #***
Amount: 50,000 USDT (approx. USD 50,000)

I sent the full 50,000 USDT to the deposit address ChangeHero provided for this order. The transfer was received, but the ETH I was supposed to get never arrived. The transaction was put on hold and I was asked to pass KYC. I tried many times through their provider (AMLBot), but the verification form kept failing with errors and never completed. I still sent every document they requested. After that, support went silent.

My funds have not been delivered or refunded, and the case has stayed unresolved for a long time.

I am asking ChangeHero to do one of two things: complete the exchange, or refund the full 50,000 USDT to my original sending wallet only — as their own Terms of Use §3.7 provide. I will not accept a refund to any other address, and I will not pay any fee to receive my own funds.

I request the BestChange administration to require ChangeHero to respond to this claim. Full transaction hashes, wallet addresses, screenshots and correspondence are available on request.

Just got *** the same way the previous commenter (Nik) did. Tried to exchange two stablecoins (USDT -> USDC), created an order, paid, then the order got frozen immediately. The support sent me a link to KYC, then just silently left the chat, stopped respoding, and, funny enough, removed the order from the website. The incoming wallet AML risk is 0% by the way (can provide a link to a report)

WARNING to all users considering ChangeHero for larger transactions.

On December 19, 2025, I initiated a crypto-to-crypto swap through SwapSpace, routed to ChangeHero. My funds were immediately frozen and KYC was demanded.

I fully cooperated: submitted passport/ID, selfie verification, proof of address, detailed crypto origin explanation, employment documents, and tax filings. Despite this, ChangeHero continued demanding additional documents with no end in sight.

When I formally refused further submissions and invoked paragraph 3.7 of their Terms of Use (refund to original address minus 10% operational fee + network fees), they ignored it completely. For nearly 2 months now I have received nothing but silence or generic "still under review" responses.

Key facts:
— Smaller test swaps from the SAME address processed instantly, no KYC
— Public AML tools rate the address as medium risk (<75%)
— ChangeHero's own ToS paragraph 3.7 explicitly provides for a refund upon KYC refusal — they refuse to honor it
— The amount is substantial (tens of thousands of USD equivalent)
— Financial damage is growing: 10% operational fee + ~20% BTC price decline = ~30% total loss

I see identical stories from other users on this very page ($70,000 via Tangem, 3+ months; $40,000 via Ledger Live). The pattern is clear: small amounts go through fine, larger amounts get frozen indefinitely.

I am currently consulting legal counsel and have filed complaints with SwapSpace. I urge BestChange administration to review whether ChangeHero is meeting the platform's participation requirements, specifically: timely resolution of disputes, honoring stated refund policies, and acting in good faith toward users.

I am open to dialogue with ChangeHero administration here if they are willing to process the refund per their own Terms of Use.

I made Exchange Via OneKey Bridge Swap But My Funds Got held By The Exchange.

I sent USDC instead of DAI and these *** said they wouldn't give me a refund.

I have initiated an XRP exchange via Tangem on changehero totaling $70,000 on 17, Feb 2025

Me being a dummy i have not checked the exchange before as i trusted tangem for adding such a partner on their wallet.

I was then asked to provide KYC and "where did you get this money", over the period of 2 and a half months i have been chasing their incompetent support through chat and on emails.

sent all the documents they requested, translators, notaries.

Only to be asked to provide the same documents again after 2 month, they are highly unprofessional in dealing with the case and they are not expediting the process in any way for almost 3 months i am the one who has to ask for update, i am the one who has to ask what they need more, at this point i just want to reach a climax regarding my case as i have sent every piece of document i have been able to get my hands on.

I don't know what else to do, i might seek legal action, but their offshore entity is not making things easy.

As an EU citizen i will soon submit a complaint to the designated EU authorities in my country and see where this is going to take me. I will also hold tangem accountable for this madness.

Its been 3 Month with no final verdict....

Swapped easily my coins and thanks for that. Will definitely use it more, thanks.

Good exchanger. Did it work normally, thanjs.

Went good. I like the large variety of coins. Def will save for a later use.

It worked fine. Exchanged BTC to USDT without any issues. The rate was okay, not the best but decent. Took about 10-15 minutes. Would use again if I need a quick swap.

The service is good, my experience was good. Have nothing bad to say about it. My swap was ok. I received the exact amount as I was promised. It was my 4th time using it, I think I’ll keep use it.

Had a bit of a hiccup with my transaction. it took longer than expected, and I had to contact support. They were helpful, but the delay was still annoying. Once the issue was resolved, everything went fine. Not the worst experience, but not the best either. Hope they improve their processing times.

Nice well working service. Have nothing bad to say about it, everything went fine.

I am writing this complaint to warn others about the issues I am facing with ChangeHero and to seek a resolution to my case.
On March 2, 2025, at 17:33, I initiated a 40,000 USDC to BTC swap via Ledger Live using ChangeHero. Instead of completing the transaction, my funds were frozen without warning, held by a third-party service provider, and I was forced to undergo an unexpected KYC.
At first, I was asked for standard KYC documents: Id, transaction Id, Selfie Verification
I immediately complied, providing all requested documents without hesitation, assuming this was part of a routine compliance check.
After completing the initial KYC, I was then hit with an absurd series of additional requirements, including a statement from my mobile operator proving my phone number is registered under my name (which is completely unreasonable). At this point, I refused to comply further. This level of scrutiny is completely disproportionate for a simple crypto-to-crypto swap and raises serious concerns. I had already completed sufficient KYC, and yet I was being subjected to unjustified delays and invasive requests.
After refusing to submit additional unreasonable documents, I later received a reassuring email from ChangeHero on March 3, 2025, at 17:02, stating:

"Dear customer,

After reviewing the provided information, our Compliance team has concluded that we can only offer you a refund in this case.

Please confirm a refund address"

I immediately confirmed my refund address, but since then, I have not received my funds, nor have they provided a clear refund timeline.

By the time I received their email, I had already contacted a lawyer to prepare legal action against ChangeHero.

I hope I can trust the authenticity of their refund promise, but several red flags make me skeptical:

My funds were frozen for a simple swap without prior warning, and I was forced to go through an unreasonable compliance process with an unknown third-party provider.
No refund timeline has been specified – I have asked for a deadline immediately, as this is a standard procedure when a refund is issued. I still haven't received a response.
Their support team is nearly non-existent – It is terrifying to deal with such passivity and complete indifference to customers who are in distress.

I will keep this thread updated with any further developments regarding my case. I sincerely hope ChangeHero follows through on their commitment to issue my refund.

This company is a ***, tried to swap over 100,000$ worth of money and now they are holding my money hostage! Submitted my i.d for a KYC and am still being told to submit more, i have asked for a refund and am willing to have them take the 10% to perform the refund which is in their legal clause that they will provide this service if the KYC is not substantial enough. They have not given me a refund i am going to have to get a lawyer involved and report these people on all social media if my funds are not returned.

Swapped my coins easily, thanks for this service.

Not bad exchanger. Big respect for French language.

I love it. Absolutely working story. Team cares about their clients and its visible by the product.

Swapped my coins easily — all I needed so thanks

It took about 20min.

Super, thank you. Made my swap, it took 15 min. I think it’s okay.

I like this exchanger. Bought coins with AED. Thanks for this opportunity.

Suuuuuuupeeeeeer herrrro! Thanks for the deal.

Good assistant — Milania coin. Provided all needed info. Fast and clear.

Swapped a few coins. Fast and comfortable exchange at a good rate.

Hello dear

Thanks for fast service and polite communication.

I exchanged not the first time never cheated, good site and very easy to learn.

I’ve never been so frustrated and emotionally drained in my life. Changehero is, without a doubt, the most untrustworthy and *** cryptocurrency exchange i have ever dealt with. Let me tell you everything about my horrible experience so you don’t end up in the same nightmare.

What happened?

back in march 2024, i made a transaction with changehero and sent them $10,000 usd in cryptocurrency. Pretty standard, right? nope! immediately after, they froze my funds and claimed they needed to perform “kyc/aml checks.” Sure, i thought, that’s normal these days. But little did i know, this was just the beginning of an endless hell.

Endless requests for documents

at first, they asked for normal things: bank statements, proof of income, and a contract with the offline exchange i used. Fine. I sent them everything.

But then they came back with more ridiculous demands:

- notarized translations of every document into english.
- A detailed origin-of-funds report, tracking every penny i’ve ever made.
- A video of me holding my id (seriously, who does that?). They asked me to re-do that around 4 times.

Okay, i complied. I spent a ton of money and time getting all of this done. Then guess what? they asked for the same documents again. And again. And again. I ended up sending some of these documents five times. Yes, five times.

But wait, it gets even more absurd. They started asking for:

- links to my social media profiles (some of which are banned in my country!).
- Proof that i attended cryptocurrency conferences. Conferences?! are you serious? what does that have to do with verifying my identity?!

the flip-flop registration drama

while all of this was going on, i decided to dig deeper into who i was dealing with. That’s when i discovered another major red flag.

Their terms of service say they’re a hong kong company, registered as ***.
But their website says they’re registered in costa rica, under ***.
So, which is it? hong kong? costa rica? that’s literally the opposite side of the planet. They’re clearly trying to confuse people and hide their tracks. This isn’t a company; it’s a shady operation trying to avoid accountability.

What this has cost me

let me tell you, this whole ordeal has been a massive burden:

- my $10,000 is still frozen. It’s been over 8 months, and they haven’t released a single cent.
- I’ve spent over $1,000 usd on notarizations, translations, and endless resubmissions.
- I’ve wasted more than 100 hours trying to deal with their ridiculous demands.

The stress and frustration? off the charts. They’ve completely ignored my mental well-being and have done nothing to resolve my case.

Customer support? a total joke.

Their “support team” is useless. Every email i sent them was either ignored or met with the same generic response:

“your case is under review.”

When i asked for timelines? nothing. When i asked why they kept asking for the same documents? silence. They’re not there to help; they’re there to wear you down until you give up.

*** patterns

it’s clear to me now that changehero is running a ***:

- they freeze your funds under the excuse of “kyc checks.”
- They bombard you with impossible demands and redundant requests to stall.
- They change their company registration details (from hong kong to costa rica) to dodge responsibility.

This isn’t just bad business. This is***.

Why you should avoid changehero

if you’re even thinking about using changehero, don’t. Save yourself the pain, stress, and financial loss. They’ll take your money, freeze your funds, and put you through a never-ending cycle of excuses and delays. You’ll never see your money again.

What i’m doing now

i’m not letting them get away with this. I’ve reported them to:

hong kong authorities: the securities and futures commission and the hong kong police force.

Costa rican authorities: the ministry of economy and the judicial investigation department.

I’m also sharing my story everywhere to warn others. Changehero deserves to be exposed for the *** that it is.

Final words

changehero is not a legitimate exchange. They are *** hiding behind fake excuses and shady practices. If you care about your money, your time, and your sanity, stay away. There are plenty of trustworthy exchanges out there. Never use changehero.

***

Everything went well. Happy new year everyone.

Good. The rates r cool, everything is good:)

An excellent exchanger, when i need to exchange, then here it is. The service that didn’t let me down.