Start a swap

Support

Support: start with the order.
Most answers are in it.

There is no ticket number and no account here either — an exchange is identified by its order ID, and its page shows what is actually happening to it.

Live status, both transaction hashes, and the exact state of the swap.

Triage

Find your situation

These are the six that account for almost everything. Each answer is the real one, including when the real one is « nothing can be done ».

Waiting

I sent my deposit and nothing is happening

Open your order page. If it still says waiting, the deposit has not reached the required confirmations yet — that is the sending network, not us. Check your own transaction in a block explorer: if it is unconfirmed with a low fee, it can sit for a long time, and neither of us can speed it up.

It says sent, but my wallet shows nothing

Take the payout hash from your order page and look it up yourself. If it exists on-chain, the payout was made and your wallet is behind — some wallets only show a balance after a set number of confirmations. If there is no hash at all and the status has not moved for an hour, write to us below.

My fixed-rate countdown ran out

The order expires and the locked price no longer applies. If your deposit arrived after the deadline, it is returned to your refund address, minus the network fee to send it back. If you have not deposited, simply create a new exchange — the expired one costs nothing.

Something went wrong

I sent on the wrong network

This is the one we cannot fix. A deposit address exists on one chain; coins sent over another chain arrive at a place nobody holds the key to. There is no recovery procedure, here or anywhere, and anyone promising one for a fee is running a scam.

I used the wrong payout address

If the payout has not been sent yet, write to us immediately with the order ID — there is a narrow window before the transaction is broadcast, and no promise that we are in time. Once broadcast, it is final: blockchain transactions cannot be reversed by anyone.

I forgot the memo / destination tag

If the payout went to an exchange account without its required tag, the coins reached that exchange but were not credited to you. Recovery is their process, not ours — contact them with the transaction hash from your order page. It usually works, and it usually takes a while.

Still stuck

Write to us

Send the minimum that lets us help. An order ID is almost always enough, and it is not attached to your identity anywhere.

It is on the page you were given after creating the exchange.

Leave it empty if you would rather not — we simply cannot reply then.

Transaction hashes help enormously. Never send a private key or a seed phrase — we will never ask for one, and nobody legitimate ever will.

What you write is stored until the question is closed, and used for nothing else. See the privacy policy, section 05.

  • We will never ask for a seed phrase, a private key, or a payment to unlock funds. There is nothing to unlock: we hold no balance. Anyone asking in our name is not us.
  • We cannot find an exchange without its order ID, or at minimum the deposit transaction. With no accounts, there is nothing else to search by — that is the trade-off, and it goes both ways.
  • We answer in writing, in the order messages arrive. There is no phone line and no live chat, because neither can be staffed honestly at this size.