Something went wrong
A symptom, what to do, and when to write to support.
I paid with Stars and nothing happens
Open the order from History — the payment usually attaches within a minute or two. Still waiting for payment after ten minutes? Write to support with the order number.
I sent crypto without the comment (memo)
Do not panic — the money is not lost, we just cannot match it automatically. Write to support with your order number and the transaction hash from your wallet, and we will match it by hand.
I sent the wrong amount
The swap adjusts to what actually arrived — the receive amount is recalculated at the same rate. If the order does not move for a long time, write to support with the order number.
My wallet will not connect
You can always finish a swap without connecting: paste the wallet address into the receiving field by hand. Then restart the wallet app and try connecting again.
The payout is taking long
Check the order status first. Held means the 21-day refund window (the release date is on the order). Payment review usually resolves within a day. Sending for longer than an hour — write to support.
It says Payment review
We review some payments manually — usually within a day. Nothing is required from you; if it takes noticeably longer, write to support with the order number.
What to attach when writing to support
The order number from History (like #1a2b3c4d) and a screenshot of the order screen. With these two things we can find your swap right away.
Support