What information do I need to give support to trace a missing swap

07 September 2026

You need to provide the swap ID (a long alphanumeric string) and the wallet address you deposited from. That is the minimum. Without both, support cannot locate the swap in the system.

The swap ID is the single most important piece of information. It is generated when you initiate a swap on the exchanger. Every swap gets a unique ID. It looks like a hash: a long string of letters and numbers. You should copy it immediately after the swap is created and keep it until the swap is fully settled or refunded. If you did not save it, support may still find your swap using your deposit wallet address and the approximate time of the transaction. This is slower and less reliable, but often possible.

The deposit wallet address is the second critical piece. This is the address you sent crypto from. Not the temporary swap address the exchanger gave you. The address that held your funds before the swap. Support uses this to match your swap in the database. If you sent from an exchange, provide your exchange deposit address and any transaction ID you can get from that exchange. If you sent from a self-custody wallet, provide the address exactly as it appears in your wallet software.

Transaction IDs (TXIDs) are helpful but not strictly required if you have the swap ID. A TXID is the identifier of the blockchain transaction itself. Every transfer on a blockchain has one. If you can give support the TXID of your deposit, they can verify the transaction reached the correct address and check whether the exchanger's system processed it. This is especially useful when the swap appears to be stuck at "confirming" or "deposit detected" but no further action happens.

The deposit amount and the asset name matter. If you sent 0.1 Bitcoin, say that. If you sent 500 USDT on the TRC-20 network, say that. The amount and the network help support distinguish your swap from others that might have used similar addresses. This is more important when the deposit address was reused or when multiple deposits landed at the same address by mistake.

Do not assume support can see everything. The exchanger's internal system logs the swap ID, the deposit address, the destination address, the amounts, and the timestamps. It does not necessarily log your IP address, your email, or any other personal identifier unless you provided one during the swap. If you swapped without creating an account (the typical case), the swap ID is the only link between you and that transaction.

When a swap fails, what remains is a record in the exchanger's database. That record contains the state of the swap at each step: deposit detected, confirming, exchanging, sending, complete, or refunded. Support can read that record. They can see where the process stopped. They can see whether a refund was issued and to which address. The hub page "What a failed swap leaves behind and how to recover it" explains exactly what that record contains and what you can realistically recover from it.

If you have the swap ID and the deposit address, you have everything needed for a trace. If you have neither, support may still help, but the chance drops sharply. They can search by deposit address alone, but only if the address is unique to your swap. If the address was reused across multiple swaps (some exchanger systems do this), they will need the deposit amount and timestamp to narrow it down.

One more thing: the network matters. If you sent on the Ethereum network, say that. If you sent on BNB Smart Chain, say that. The same address can exist on multiple networks. The exchanger's system logs the network, but support needs you to confirm it so they look in the right place.

In summary: swap ID first. Deposit address second. TXID, amount, asset, and network are supporting details that make the trace faster and more certain. Provide all of them if you can. Provide the swap ID and deposit address if you cannot.

Back to bridges