Swap Help: Late Deposits, Wrong Amounts and Refunds
Most swap problems come down to the deposit: its network, its amount or its timing. Find your situation below. For anything involving funds you already sent, contact support with your swap ID and the deposit transaction ID — refunds and corrections are handled by a person, not automatically.
Service check
This check runs in your browser and requests one test quote.
It only tests live quotes. Deposit detection and payouts aren't covered: payouts are sent manually.
10 topics
Walkthrough: making a swap
This is the flow on the exchange page, using the labels you see on screen.
- “You send”: choose the coin and network you hold and type the amount. The minimum and maximum for that coin appear under the field.
- “You receive (estimated)”: choose the coin and network your receiving wallet accepts. The amount shown is before the payout network fee, which is deducted when your coins are sent. Open “Quote breakdown” to see each part.
- “Destination address”: paste your receiving address. The field checks that it matches the receive network’s address format; it can’t check that the wallet is yours.
- Press “Exchange Now”. You are taken to your swap status page with a one-time deposit address, a QR code and the exact amount to send. Save this page’s link — it is the only way back to your order.
- Send exactly the amount shown, on the network shown, within 30 minutes.
- Watch the status: Awaiting deposit → Confirming (counts confirmations) → Exchanging → Sending → Completed. Sending and Completed are set by the team when it sends your payout.
My deposit isn’t showing yet
ShadowSwap checks the blockchain for your deposit about every 30 seconds. A deposit appears as “Confirming” once it is seen on-chain, and moves on after the required confirmations — see the network guide for each network’s number.
Before contacting support, look up your transaction ID in a block explorer for the network you used. If it is still pending there, ShadowSwap can’t see it either; network congestion and low fees slow this down. If the explorer shows it confirmed for a while and your swap still says “Awaiting deposit”, check the network, token and amount below, then contact support with both IDs.
My swap expired, or I sent after it expired
A new swap waits 30 minutes for its deposit. After that the order expires and its deposit address is no longer watched, so a deposit that arrives later is not credited automatically.
Don’t send again to an expired order. If you have not sent anything yet, just create a new swap. If you already sent funds, contact support with the swap ID and transaction ID: the team reviews late deposits case by case.
I sent less or more than the amount shown
The deposit check expects the amount on your order. If noticeably less arrives, it is not credited automatically and the order expires when its deposit window ends. Remember that some wallets subtract their network fee from the amount you type — check what actually arrived in a block explorer.
The payout amount is calculated when you create the swap and saved on your order, so sending more does not change it automatically. In either case, contact support with the swap ID and transaction ID so the team can review the difference.
I sent on the wrong network or sent the wrong token
Each deposit address is generated for one network, and ShadowSwap only watches that network for the coin on your order. USDT sent on BNB Chain to a swap expecting USDT on Ethereum, for example, will not be detected — even though both addresses look the same (0x…).
Contact support with the swap ID, the transaction ID and the network you actually used. Whether funds can be recovered depends on the network and the address, so recovery isn’t guaranteed. Don’t send more funds to the same address to “fix” it.
My deposit is confirmed but I haven’t received my coins
Payouts are not automatic: after your deposit reaches “Exchanging”, a member of the team sends your coins, so timing depends on when the team processes it. Payouts can also be held for review under the AML policy.
The status changes to “Sending” and then “Completed” when the team sends your payout. The payout transaction ID is not shown on the status page, so if you need it, ask support. If your swap has been in “Exchanging” for a long time, contact support with your swap ID.
I entered the wrong receiving address
The address on an order can’t be edited on the site. If you haven’t sent your deposit yet, let the order expire and create a new swap with the correct address.
If you already sent the deposit, contact support immediately with the swap ID and the correct address. Once a payout has been sent on-chain it can’t be reversed.
I lost my swap status link
There are no accounts, so the status link is the only way back to your order. Check your browser history for a page starting with /swap/.
If you can’t find it, contact support with the deposit transaction ID, the coins, the amount and roughly when you created the swap.
How refunds work
There is no automatic refund. When a deposit can’t be swapped — it arrived after expiry, was the wrong amount or token, or was held under the AML policy — the team reviews the case and works to return funds where possible. A swap that was refunded shows the status “Refunded”.
To start, contact support with the swap ID, the deposit transaction ID and an address you control on the same network you sent from. Network fees for sending funds back are set by that network. No time frame is promised: it depends on the case.
Still stuck?
Message us on Telegram (fastest for swap issues), email [email protected], or use the contact form. Include your swap ID and, if you sent funds, the transaction ID. Support never needs your seed phrase or private keys — never send them to anyone.
Background: how a swap works, network guide, fees, glossary and the FAQ.