changelly

Once your exchange receives a payout hash, the crypto transaction becomes irreversible. Neither you nor our specialists can cancel it. However, if the funds haven’t been sent to the recipient’s address yet, there’s a little chance a transaction can be stopped. In most cases, it won’t be possible to provide a refund after a transaction is stopped, but we might be able to change the recipient’s address if you previously indicated it incorrectly.

Transaction speed depends on a variety of factors: block time, block size, transaction fees, and network traffic. Processing can take more time because of network congestion, high trading volume, or increased transaction fees. However, as a rule, crypto transactions are processed in 30 minutes (max).

There are several reasons why your transaction can fail, such as an incorrect memo or destination tag, a bad rate due to market volatility, or a low amount. If your transaction fails due to a low amount, please contact our support team so they can advise you on further possibilities. For other issues, our support team will try their best to push your transaction or send a refund.

We might put your transaction on hold if it was flagged by our risk-scoring system. You can pass the KYC verification in your account to resolve this. Upon successful verification, your further crypto-to-crypto exchanges will be marked as verified. However, we can still ask for additional verification in the future.

Due to the volatile nature of cryptocurrencies, their rates can fluctuate every minute until the exchange is completed. That’s why the final amount for floating-rate transactions may be slightly higher or lower than expected. To avoid such situations, please use a fixed rate for your exchange.

If the format of the address doesn’t correspond to the currency, you’ll see an “Invalid address” notification. However, if you provide an address of another currency but it has the same format as the payout currency, you won’t see any notifications. In such cases, your funds will be sent to the wrong address, and your wallet might not be able to recover those funds. If your transaction is processed and you find out the recipient’s address is wrong, we cannot make a refund, except if you entered a Changelly address as your recipient.

If your transaction is stuck at Confirming, it may be because your transfer hasn’t received any confirmations in the blockchain yet. The transactions in the blockchain are confirmed by the blockchain itself, and we can’t influence this process. The only thing you can do is wait. To have your future transactions confirmed faster, you may try sending your funds with a higher network fee.

If you’ve sent the wrong coin or to the wrong network, please contact our support team to find out if it’s possible to refund your funds and if there’s an ETA. However, if you’ve sent altcoins to Changelly’s BTC wallet starting with “3,” we are unlikely to retrieve them. If you send crypto via the incorrect chain, it will be extremely hard to refund or exchange your coins, and there’s no ETA for such refunds.