What to do if a swap has not arrived, an order is stuck, or funds were sent the wrong way.
On this page
My Swap Hasn't Arrived. What Should I Do?
Please do not send the funds again. When the sending platform shows "Withdrawal complete", it only means the transfer has been sent. It does not mean the funds have reached your Abelian wallet. Blockchain transactions still need network confirmation, so the time they take can vary with network conditions.
If your funds have not arrived after a long time, contact official support with:
- Your order number
- The currency, network, and amount you sent
- The transaction hash (TxID)
My Swap Order Is Stuck or Incomplete. What Should I Do?
If your swap order stays in processing or incomplete for a long time, do not submit the order again. Contact official support with your order number and transaction hash (TxID).
Once support has checked it, we will help you complete the swap or arrange a refund, depending on the order status. Refunds have no extra fee, and support will let you know the outcome and how long it will take.
I Sent Funds on the Wrong Network, in the Wrong Currency, or to the Wrong Address
Once a blockchain transaction is confirmed, it usually cannot be reversed. If you sent funds on the wrong network, in the wrong currency, or to the wrong address, contact official support right away with:
- The coin and network you used
- The amount
- The receiving address
- The transaction hash (TxID)
Support will look into it, but we cannot guarantee that the funds can be recovered.
How to avoid mistakes:
- Before you send, make sure the coin and network on the sending platform exactly match the receiving details shown in the Abelian app (see the network table on the Swap Guide page).
- After you paste the receiving address, check the first and last few characters.
- When sending to a new address for the first time, send a small test amount first, then send the rest once it arrives.
For help, tap the chat bubble icon in the top right corner of the app to contact support.