Help and support

Email us at contact@solacefi.co from the email address on your Solace account, and tell us what happened, with the coin, the network and the transaction ID if there is one. A person on our support team reads every message.

A deposit hasn’t arrived

A deposit shows in the app as soon as the network sees it and is added to your balance once the network has confirmed it. On Ethereum and the other EVM networks that usually takes 13 to 20 minutes; on Bitcoin it depends on how busy the network is. Check that you sent the coin on the network shown on your deposit screen, and, on TON or Stellar, that you included your memo. If it’s been longer than an hour, email us the transaction ID.

A withdrawal is pending

A withdrawal is sent once it passes our checks and is complete when the network confirms it. A newly added withdrawal address can’t receive anything for its first 24 hours, to protect you if someone else gets into your account. If a withdrawal fails, the amount and its fee go back to your balance.

Verifying your identity

You need to verify your identity before you can swap, sell, borrow or withdraw. If we need something more from you, the app tells you what. If your verification was declined and you think that’s wrong, email us.

Your account’s security

Closing your account

See Delete your account for how to ask, what happens next, and what the law requires us to keep.

Contact us