If your swap is paused for a check
Why a partner pauses a swap, where your coins are meanwhile, and how to get the swap moving again.
4 stepsReading time: about 3 minutes
Step by step
Step 1 Read the notice on your swap's page
The page names the partner that paused your swap. Your coins are with that partner, and only the partner can release them.
Step 2 Open the partner's page
Use the button on your swap's page to open the partner's verification or support page. There, the partner says what it needs, for example an ID document or where the funds came from.
Step 3 Give the partner its swap ID
The partner's swap ID is at the top of your swap's page, next to ours. The partner finds your swap only with its own ID.
Step 4 Ask us if you're stuck
Tap “Contact support” on your swap's page; your swap ID is filled in. We help you understand what the partner needs, but we can't release the swap ourselves.
If something goes wrong
If the partner doesn't answer
Send us a support request with your swap ID and the partner's swap ID. We help you reach the partner.
Contact supportIf someone contacts you about the check
Be careful with messages you didn't ask for, even if they use our name or the partner's. Only use the button on your swap's page, and never share your seed phrase.
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Last updated October 17, 2026
Pictures show an example partner and example amounts.
