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Swap stuck? What to do

Pick what happened. Each path lists the checks to run, in order, and what to send to support.

I sent coins and the swap shows nothing
  1. Check your sending transaction on a block explorer for that coin. If it has 0 confirmations, the swap is waiting for the network, not for the service.
  2. Compare the deposit address and amount with the order page. A different amount or a late payment (after the quote expired) usually pauses the order instead of losing the funds.
  3. Wait for the number of confirmations the service asks for. Bitcoin can take an hour or more when fees are low.
  4. Still nothing after the required confirmations? Contact support with the order ID and the transaction ID. Do not send a second payment.
The service is asking for ID (KYC/AML hold)
  1. Read what they ask for and why. Most "no-KYC" services reserve the right to hold swaps their screening flags; it is in their terms.
  2. Ask for a refund to the original sending address instead of verification. Many services allow this, though some refuse for flagged funds.
  3. Before you decide, check the coins you sent with a free AML check, so you know what their screening probably saw.
  4. Keep everything in writing: order ID, transaction IDs, timestamps and every reply. Use the service's official support channel only.
  5. See whether the service has a history of holds on the frozen-funds tracker, and tell us if yours is not resolved.
The swap says completed but no XMR arrived
  1. Ask the service for the Monero transaction ID (txid) of the payout. A completed swap always has one.
  2. Make sure your wallet is fully synced and connected to a working node. An unsynced wallet shows an old balance.
  3. Check the address you gave them, character by character, with the address checker.
  4. Restored the wallet recently? A restore height that is too high hides incoming funds. Use the restore height calculator and rescan.
  5. Ask the service for the transaction key and verify the payment yourself with the transaction checker.
XMR arrived but I cannot spend it
  1. Received Monero is locked for 10 blocks, about 20 minutes. This is normal.
  2. Use the when can I spend? estimator to see how long is left.
  3. Locked for hours? Your wallet is probably not syncing. Switch to another node.
The swap site is down or will not load
  1. Check whether it is down for everyone on our status pages.
  2. Try its Tor (.onion) address if it has one; it is on the service's XMRList listing.
  3. Do not search for a "mirror" link. Fake copies of swap sites are a common way to steal funds. Use only addresses from the service itself or its XMRList listing.
  4. Keep your order ID. When the site returns, the order page and support still work.
I think the service is a scam
  1. Stop sending funds. Nobody can "unlock" a payout for an extra fee; that request is the scam.
  2. Save the evidence: URLs, order IDs, transaction IDs, chats and screenshots.
  3. Check the service's status on XMRList and recent incidents, then report it to us with the evidence so we can review the listing.
  4. Ignore anyone offering to recover your coins for a fee. Recovery services that contact you are a second scam.
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What to send to support

  • Order or swap ID, and the time you created it (with time zone).
  • Transaction ID of the coins you sent, and the amount.
  • The receiving address you entered (public address only).
  • What the order page shows now (a screenshot helps).

Never send a seed phrase, private key or remote access to your device. Real support never needs them.

General guidance, not legal advice. Background reading: no-KYC swaps that freeze funds and where to swap Monero.

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Questions people ask

How long should a Monero swap take?
Most instant swaps finish in 10 to 40 minutes: the service waits for confirmations on the coin you send, then pays out XMR, which needs another 10 blocks before you can spend it. Bitcoin deposits can take longer when the network is busy.
Can a no-KYC swap really freeze my funds?
Yes. Most instant swap services screen incoming coins and state in their terms that they can hold a flagged swap until you verify your identity. "No KYC" usually means no account is needed, not that verification is never asked.
Can I get a refund instead of doing KYC?
Often, but not always. Ask for a refund to the address you sent from. Some services refund minus network fees; some refuse to release flagged funds without verification. Their terms say which.
How do I avoid stuck swaps next time?
Send a small test amount first, set a refund address you control, read the service's KYC and refund terms, and prefer services graded A or B on XMRList. Non-custodial routes such as atomic swaps cannot be frozen by an operator.
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