Get unstuck fast with guided troubleshooting and live support.
Follow the playbooks our support team uses internally to resolve 95% of swap issues—no tickets required. Need hands-on help? Jump to email support or join the Discord desk.
Troubleshooting playbooks
Track your order status
Open your swap link (swapify.gg/swap/ORDERID) to monitor confirmations, payout progress, and transaction hashes in real time.
Access your swap link →Resend with correct network
If you sent to the wrong network, contact the recipient exchange immediately. Provide the transaction hash and request internal recovery.
Read network guide →Check swap limits
Use the swap form or the limits API to confirm minimum and maximum amounts before submitting large orders.
Open limits API →Request a refund update
Refunds execute automatically within minutes of a failure. If you have no update after 2 hours, email support with your order ID and deposit hash.
Contact support →Support tiers
Standard
Everyday traders and newcomers
Response target: < 24 hours
- Help Center articles
- Discord community
Priority
High-volume traders and partners
Response target: < 4 hours
- Dedicated email routing
- Shared Slack/Telegram
- Rate-limit insights
Enterprise
Wallets, fintech, exchanges
Response target: On-call
- Guaranteed SLA
- Webhooks & monitoring
- Joint roadmap reviews
Top answers
My swap says “Waiting for deposit” but I already sent funds.
Confirmations can take 1–30 minutes depending on the network. Double-check:
- You used the exact deposit address and amount shown on the order.
- The transaction hash shows confirmations on a blockchain explorer.
- The network fee was high enough to avoid mempool delays.
Still stuck? Email support@swapify.gg with your order ID and transaction hash.
The swap failed. How long do refunds take?
Refunds begin within minutes of a failure but require blockchain confirmations to finalize.
- Feeless chains (XNO, BAN): typically < 5 minutes.
- ETH / BTC: 30–120 minutes, depending on congestion.
- You’ll receive funds back to the original sending address.
No refund after 2 hours? Email support@swapify.gg and include your deposit hash.
Why can’t I find my token pair?
Some pairs are temporarily disabled due to liquidity or regulatory restrictions. Try swapping using a liquid intermediary like BTC or USDT.
Still need the pair? Fill out our pair request form and we’ll review demand.
Can’t find your answer?
Email support@swapify.gg or ping @swapifygg on Twitter. Include your order ID for faster triage.