Guide · 5 min read
Swap taking longer than expected? Causes and fixes
By the AltoSwap team · Reviewed and updated · Editorial policy
Short answerA swap is usually delayed for one of four reasons: the deposit is still waiting for blockchain confirmations, the deposit amount or timing did not match the order, a memo or network was wrong, or the exchange is reviewing the transaction. Check the status on the tracking page, confirm your deposit in a block explorer, and contact support with your swap ID if the status has not changed after the network has confirmed your deposit.
What each status means
| Status | Meaning | What you should do |
|---|---|---|
| Waiting | The swap exists, but no deposit has been seen yet. | Send the deposit, or wait for it to appear on the network. |
| Confirming | The deposit was detected and is collecting confirmations. | Nothing. This is the slowest step on Bitcoin and Monero. |
| Sending | The deposit is confirmed; the exchange is paying out. | Nothing. Payout normally follows within minutes. |
| Finished | The payout transaction has been broadcast. | Check your wallet; the payout hash is shown on the tracking page. |
| Expired | No deposit arrived before the time limit. | Create a new swap. If you sent funds late, contact support. |
| Halted / Failed | The exchange stopped the swap and needs attention. | Contact support with your swap ID. |
| Refunded | The exchange reports that it returned your deposit. | Check the refund address you provided. |
The usual causes
- Slow confirmations. A low-fee Bitcoin transaction can wait for hours when the network is busy. The swap cannot start before the deposit confirms.
- Amount or timing mismatch. On a fixed-rate swap, a deposit that is late or not the exact amount is re-quoted or refunded.
- Wrong network or missing memo. The exchange received something it cannot match to your order automatically; an operator has to handle it manually.
- Compliance review. The exchange's screening flagged the deposit. What happens next depends on the provider's policy, summarised by its KYC rating.
- Payout network congestion. The deposit is done, but the outgoing transaction is waiting to be mined.
What to do, in order
- Open the tracking page with your swap ID and read the current status.
- Look up your deposit transaction in a block explorer for the coin you sent. If it has zero confirmations, the delay is on the network, not the exchange.
- If the deposit is confirmed and the status has not moved for 30 minutes, contact support and include the swap ID and the deposit transaction hash.
- Do not create a second swap and send again to 'push' the first one. Each swap is independent.
Swap records are deleted 14 days after creation to protect user privacy. If a swap needs attention, raise it well before that.
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