If your swap looks stuck
Confirmations, amount mismatch, and expired deposit windows explain most “frozen” orders. There is no fake 99.9% badge.
The widget shows an estimate. Bitcoin and Monero set the clock with confirmations, not with a marketing SLA. A BTC→XMR Standard swap often sits in “waiting” for 20–40 minutes. That is normal, not a crash.
An order can stall if you send after the quote window, a different amount, or the wrong network. Liquidity partners may also pause a flagged deposit. That is not “secret KYC on everyone” and it is not “never any check”.
Open Orders with the order ID. If the deposit never appeared on the send-chain explorer, the problem is the broadcast or the address you paid — not the payout. If the deposit is confirmed and payout is late, wait for the slower leg (BTC or XMR) or write Support with the ID.
Fast stables / SOL
Often minutes once credited
Bitcoin pairs
Plan 15–40 minutes
Monero payout
~10 confirmations, often ~20 min
Private Swap
Typically 15–45 minutes
What to do
- 1.Copy the order ID from the order page or email/Telegram history.
- 2.Check the send-chain explorer for your deposit txid.
- 3.Compare amount, asset, and network with the quote. Do not send a second deposit “to speed it up” unless Support asks.
- 4.If the window expired or the tx never confirmed, open Support and /status.
Before you send
Sending a second amount to the same deposit address can confuse automatic matching.
A quote is not valid forever — usually up to about 60 minutes on Exolix-style routes; Bitcoin still needs time to confirm.
Support cannot invent a refund address you did not enter.