Last updated: 19 May 2026
Primary support channel: app.excards.io. 24/7 monitoring. Typical first response: under 30 minutes during business hours, under 2 hours outside business hours.
A built-in AI assistant is available on every page. It handles common questions about cards, fees, KYC, and top-up methods. If it cannot answer, it routes you to a human agent.
Compliance-specific inquiries — including KYC questions, source-of-funds documentation, sanctions screening clarifications — should be sent through the in-app support chat at app.excards.io with the word "compliance" at the start of the message.
Press inquiries, partnership proposals, integration requests: app.excards.io with the word "press" or "partnership" at the start of the message.
Lawful information requests from law enforcement, regulators, or financial intelligence units must be submitted in writing via official channels. We respond to verified requests within the timeframes set by the requesting authority.
GDPR / privacy-related requests (access, rectification, erasure, portability, restriction of processing) — see Privacy Policy, Section 5. Email channel for data requests is provided on request.
Physical mailing address for legal notices is provided upon written request via the support channel. It is not published here to limit unsolicited mail and impersonation attempts.
We do not use SMS, WhatsApp, Viber, Signal, Discord DMs, or email for unsolicited outreach to customers. Any such message claiming to be from ExCards is a phishing attempt — report it to app.excards.io.
Standard support: < 2 hours. Compliance: < 24 hours. Press / partnerships: < 3 business days. Law enforcement: per the timeframe specified in the request, otherwise within 10 business days.