Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.Important: all services are in trial mode and not live yet — you can create an account, but transfers, payments, and real operations are not active until official launch.
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Operations desk

Support & contact

Write from the account email when what you confirmed in eteWallet does not match what the ledger or processor still shows as pending, failed, or incomplete. Include the movement ID when you have one.

support@etewallet.cominfo@etewallet.com

Contact is email only — no phone or WhatsApp. Staffed: Monday–Friday, 09:00–17:00 London time (GMT/BST) — email only. Outside hours, email is queued in order received.

Where to write

Send the case to the right desk. One thread per movement ID.

EmailAccount & transfersUse when the platform balance, a transfer request, funding, a send to Egypt, a money request, or a card load does not match the status after confirm.support@etewallet.comEmailMerchant & commercialMerchant application status, settlement questions, invoice/link collection issues, and partnership requests.info@etewallet.comEmailIntegration deskAPI key delivery, webhook delivery failures, signature mismatches, and sandbox-to-live cutover for active merchant accounts.dev@etewallet.com

Resolve without waiting

Use these paths for access, verification, or fee matching — not a disputed settlement.

Recover accessRequest a password reset to the verified inbox, then sign in again.Complete contact verificationFinish email or phone OTP if the account is waiting on verification.Security & authenticatorAfter login: manage sessions, TOTP, and step-up checks from Security.Reconcile a fee quoteCompare the amount shown before confirm with the live schedule.Open the activity ledgerSigned-in users can copy the movement ID we need for investigation.Return to sign-inOne login for personal account or merchant dashboard.

What to include

A complete email lets us open the ledger row without a round of questions.

  1. Authenticated identitySend from — or clearly state — the email tied to the eteWallet login.
  2. Ledger or checkout referenceAfter sign-in, open Activity and copy the movement ID. Merchants: use the payment or invoice reference from the dashboard.
  3. Expected vs observed resultState the USD amount you confirmed, the fee line you saw, and the status still shown (pending, failed, or missing credit).
  4. Actions already takenExample: reset link requested, OTP resent twice, transfer-status sync attempted, card freeze toggled.

Investigation order

  • Access & OTP — we verify session and delivery logs against the account email the same business day when staffed.
  • Funding / Egypt transfer request — platform ledger first, then licensed-provider status; provider confirmation sets the outer clock.
  • Virtual card — report the last four digits shown in Cards only. Never send full PAN or CVV by email.
  • Merchant settlement — include link token or invoice number; we reconcile receive-side commission against the confirm quote.

We aim to acknowledge email within 1–2 staffed business days. Processor-backed cases continue until the rail returns a terminal status.