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Most swap problems come down to a handful of situations. Find yours below. Whatever happened, don’t send more funds to the same swap unless support asks you to.

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My swap is taking too long

The usual cause is slow network confirmations, not a stuck swap. Check the swap page: if it shows Deposit detected, the network is still confirming and there’s nothing to fix. Cross-chain swaps and busy networks take longer. If the status hasn’t changed for a long time after your deposit confirmed, contact support with your order ID and transaction hash.

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I didn’t receive my coins

Check three things in order:
  1. The swap page shows Swap completed. Anything else means the payout hasn’t been sent yet.
  2. You’re looking at the right network in your wallet. The coins arrive on the network you picked for the payout.
  3. Your wallet displays the token. Some wallets hide tokens until you add them. Check your address on the network’s explorer to see the real balance.
If the explorer shows the payout but your wallet doesn’t, the problem is the wallet’s display, not the swap. If the explorer shows nothing, contact support.

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I sent the wrong amount

Sending less than the minimum, or a different amount than the quote, can pause the swap for manual review. Don’t send a second transfer to make up the difference. Contact support with your order ID and transaction hash and wait for instructions.

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I used the wrong network or sent the wrong coin

Same rule: don’t send anything else to the swap. These cases need manual review, and recovery isn’t always possible. Contact support right away with your order ID and transaction hash.

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My quote expired

The time window ran out before your deposit arrived. If you haven’t sent anything, start a new swap and ignore the old deposit details. If you already sent the deposit to an expired quote, contact support immediately with your transaction hash. Late deposits go to manual review.

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My swap needs review

A small number of swaps get flagged, either by a compliance or risk check, or because the deposit needs a manual look. The swap page shows Deposit needs attention. We pause the swap and tell you what we need. It’s rare, and it doesn’t mean your funds are gone.

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What to send support

The faster we can find your swap, the faster you get an answer. Include:
  • Your order ID, from the swap page
  • The transaction hash of your deposit
  • The asset and network you sent
  • The address where you expected the payout
  • One sentence about what happened
Channels and response details are on the support page.