Partial Completion
In rare cases, an exchange may appear stuck between stages. Here's what's happening.
Common Scenarios
Stuck at "Confirming"
Your deposit is on-chain but hasn't reached the required confirmation count. This is normal — just wait.
- —BTC: Can take 10–20 min per confirmation
- —XMR: Needs 10 confirmations (~20 min)
Stuck at "Exchanging"
The swap is being processed through the XMR privacy layer. This typically takes 1–5 minutes but can take up to 15 during high load.
Stuck at "Sending"
The outgoing transaction has been broadcast but not yet confirmed on the destination chain. Check the transaction hash on a block explorer.
When to Worry
| Stage | Normal Duration | Contact Support After |
|---|---|---|
| Confirming | 5–30 min | 2 hours |
| Exchanging | 1–15 min | 1 hour |
| Sending | 1–60 min | 2 hours |
What to Do
1. Note the stage your exchange is stuck at
2. If a transaction hash is available, check it on a block explorer
3. Wait the recommended time before contacting support
4. Contact Support with your order details if it exceeds the timeframes above