Contact us
Questions, integrations, or a problem with an order — we answer fast.
Talking to a human
Support is handled by the team that runs the platform, not an outsourced first line. The form on this page reaches the same place as email, so use whichever is convenient — there is no faster queue hiding behind a different channel.
Support is available 24/7, every day of the year, and we reply as quickly as we can. Messages are answered in the order they arrive. Anything involving a payment or a missing delivery is best sent with the transaction hash included, because that lets us look up exactly what happened on-chain instead of asking you for it and waiting another round trip.
If you do not have an account — Quick Buy does not require one — that is fine. Send the transaction hash and the wallet address you paid from and we can trace the order from those alone.
What to include so we can help in one reply
The more of the following you can give us up front, the faster this goes. Most requests that take several days to resolve are simply waiting on one of these details.
- The TRON address involved — the one that sent TRX, or the one that should have received energy.
- The transaction hash, if any payment or delivery is part of the problem. This is the single most useful detail you can send.
- Your account email, if you have an account. Quick Buy orders have no account attached, so the wallet address does that job instead.
- What you expected to happen and what happened instead, in plain words.
- A screenshot, if the problem is something you can see in the dashboard.
Common support questions
My energy hasn't arrived — what should I check first?
Confirm that your TRX payment actually confirmed on the TRON network, and that you sent it from the wallet that should receive the energy rather than from an exchange. If both look right, send us the transaction hash and we will trace the order.
Can you reverse a transaction?
No — and neither can anyone else. Confirmed TRON transactions are final by design. What we can do is investigate a delivery that did not arrive, and correct anything that went wrong on our side.
Will you ever ask for my private key or seed phrase?
Never, under any circumstances. Nobody at EnergyTRX needs them, and no legitimate support request will ever require them. Treat any message asking for your key or seed phrase as an attempted theft, whoever it appears to come from.
Do you require identity verification?
No. Buying energy does not require identity documents, and we do not ask for them.
I sent the wrong amount with Quick Buy.
Send us the transaction hash and the wallet you paid from. Quick Buy matches payments by their exact amount, so a mismatched payment needs to be reconciled by hand — that is exactly the kind of thing support is for.