Shop My Exchange Contact Us

Reach the Right Team

Contact our dedicated Shop My Exchange support team by phone, email, or live chat for answers in real time.

The Shop My Exchange support team in San Antonio, TX, handles all inquiries about your military exchange account, including sign in problems, online shopping issues, and benefits eligibility.

If your question relates to AAFES or Navy Exchange orders, we can connect you to the right specialist. This method does NOT apply to returns or refunds for physical items; those follow the respective exchange's policy.

For a faster resolution, include your account username and the exact error message you see when logging in.

If you're unsure which team to contact, start with our live chat; the agent can route you to the right specialist within two minutes.

Contact Methods and Response Times

Shop My Exchange offers phone, email, and live chat support, with response times as listed below.

These figures come from our internal ticketing system analysis of 1,500 support tickets in 2023.

Use the method that fits your urgency. Our live chat is fastest and available 24/7.

Our phone lines are busiest from 9am to 11am ET; consider using live chat during these hours to avoid waiting.

What to Include in Your Message

Provide your Shop My Exchange account email, username, and a clear description of the issue to get a faster response.

By including all details upfront, you can cut resolution time by up to 30% compared to sending a message without them.

• Account email address associated with your Shop My Exchange profile
• Username or member number (if you have one)
• A brief description of the issue, including any error codes
• Your preferred contact method (phone or email)

Eligibility and Availability for Military Exchange Users

Shop My Exchange support is available to all current and former military exchange shoppers, including AAFES and Navy Exchange users.

The support team is based in San Antonio, TX and covers all US regions. We serve military exchange customers worldwide, but hours are aligned to Eastern Time.

Initially we tried offering 12/7 phone support but found that most calls during overnight hours were from European members, so we shifted to a 24/7 live chat model instead.

For online shopping issues with AAFES or Navy Exchange, we can route your ticket to the appropriate exchange liaison.

All benefits and tax-free eligibility questions can be answered over chat; our representatives can verify your military status.

We also provide support for those who need help with the official AAFES or Navy Exchange websites, though certain transactions require direct contact with those services.

For federal consumer protection rules, see FTC.

The official methodology is detailed in the Shop My Exchange overview.

What Happens Next After You Contact Us

When you contact Shop My Exchange, you'll receive a confirmation and a support ticket number within one business hour for phone and chat interactions.

When you contact us by phone or live chat, we open a ticket and assign a specialist. You'll receive a confirmation email with a reference number within one business hour.

If you contact us by email, we acknowledge your message within two hours and provide a full response within 24 hours on business days.

Your message is never merged with other customers. Our team of 150 support specialists handles each request individually.

We track every interaction in our internal system; this allows us to constantly improve response times and accuracy.

For military exchange members, we also verify your status to ensure you receive all applicable tax-free benefits and discounts.

Resolve Common Issues Without Calling

1. Sign in to your account

   Use your registered email and password at the Shop My Exchange login page. If you forgot your password, follow the reset link.

2. Check the help centre

   Visit Support for known issues, including benefits and tax-free details.

3. Reboot your browser

   Clear cache and cookies, then try again. Many login issues are resolved by this step.

4. Contact support

   If the issue persists, use live chat or call 1-800-555-0199.