Your Swap Is Stuck: A Calm Walk-Through
Swap stuck? Check the transaction in a block explorer first. Most delays are on the network side, not the exchange. Here is how to work through it step by step.
If a swap is delayed, the cause is usually the blockchain, not the exchange. Working out which stage is the issue is straightforward.
Step 1: check your transaction
Take the hash of the transaction you sent and look it up in a block explorer for the relevant network. If nothing shows up, the transaction never reached the network: check your wallet, as the send may have failed on that side. If the transaction is there and collecting confirmations, everything is progressing, just slowly.
Step 2: check your order status
The exchange has a status page for your order. If the transaction is already confirmed on-chain but the status has not updated, waiting a few more minutes is usually enough.
Step 3: contact support
If the transaction is confirmed and the order has not completed, write to support with your transaction hash and order number. A good exchange will sort it out.
What will not help
Sending again to the same address without first confirming the status of the original transaction: this creates two deposits and makes more work for support. Opening a new order without resolving the old one: the address may be tied to the previous order.
When you should not wait
If the transaction never left your wallet, the problem is there. The exchange never received it, so the wallet is where to start, not the exchange.
