Your swap is on hold: what to do, step by step
An exchange has your coins and wants answers. Do not panic, and do not send anything else yet. Here is how to handle it calmly.
You sent your coins, the exchange received them, and instead of your payout you get a message: your transaction is under review. Sometimes they want a few details; sometimes they ask for ID. Here is how to handle it.
1. Stay calm and collect the facts
Write down:
- the order or swap ID,
- the transaction ID of your deposit,
- the amount and time you sent it,
- screenshots of the order page and any messages.
2. Read exactly what they are asking
Is it a question about where the funds came from, or a demand for full ID? Many holds are resolved with a short explanation, for example "these coins came from my own wallet, bought on exchange X in March".
3. Contact support through the real website
Open the exchange from your bookmark, not from a link in an email or chat. Fake "support agents" target people with held swaps. Real support will never ask for your seed phrase.
4. Ask for a refund instead
You have the right to ask for your coins back to the address they came from, instead of completing the swap. Many exchanges will refund rather than insist on ID, especially for smaller amounts. Ask clearly and politely.
5. Escalate if needed
- If the exchange has a guarantee with an aggregator or with KYCHunter, contact that guarantor with your order details.
- Tell us if the exchange is listed on KYCHunter. Reports from users help us keep KYC scores accurate. Our contacts are on the contacts page.
6. Do not
- send more coins to "unlock" the swap,
- pay anyone who offers to recover it,
- share your seed phrase or private keys with anyone.
Next time
Most holds are avoidable. Use exchanges with a 5-star KYC score and their own liquidity, start with a small amount, and avoid sending coins straight from flagged services. Our guide on avoiding held swaps goes through it in detail.
