Swap stuck, a calm checklist for what to do
Before you panic, check these five things. Most stuck swaps are waiting on something simple.
A swap that does not move is stressful. Most of the time the cause is simple and visible if you know where to look. Go through these in order.
1. Did the deposit leave your wallet
Open your wallet history and find the transaction. If it is still pending there, the network has not included it yet. On Bitcoin that can happen with a low fee. Some wallets let you speed it up.
2. Is it confirmed on the explorer
Look up the transaction hash on a block explorer for that coin. If it has zero confirmations, it is still waiting for the network, not for us.
3. Did you send the right amount on the right network
Compare the amount and network with your swap page. A different amount can trigger a new rate or a refund. A deposit on the wrong network needs manual help.
4. Did the coin need a memo
XRP, XLM, ATOM and some TON deposits need a memo or tag. If you left it out, see memo and destination tag.
5. Is it on hold
If your swap page shows the swap is on hold, the deposit is going through a compliance check. See why swaps get held.
Still stuck
Write to us on the contact page or in our Telegram bot with your swap ID. Please never share your seed phrase with anyone, including someone claiming to be us. We take it from there.
Quick answers
How do I find my swap again?
Open your private swap link, or use track swap with your swap ID. If you followed the swap in our Telegram bot, it is there too.
How fast does SwapPrivate support answer?
A person reads every message and stays with you until the swap is sorted.
Ready to swap? See the live rate. No account needed.
