Transactions Troubleshooting Guide
95% of Swapin transactions are completed in 5 mins or less, but in some cases, a transaction may take longer to require manual processing. In this article we will cover the most common questions about
Last updated
95% of Swapin transactions are completed in 5 mins or less, but in some cases, a transaction may take longer to require manual processing. In this article we will cover the most common questions about
Last updated
If you encounter any issues with a transaction, don't worry, Swapin is here to assist you. As a licensed and regulated payments provider, we are dedicated to resolving your concerns promptly. The key step in resolving transaction issues is to contact Swapin Support at customer@swapin.com from the same email linked to your Swapin account and provide the Swapin transaction ID.
While it may seem convenient to reach out to us through various social media channels, this isn't the most effective way to address transaction issues. We don't provide support on social media platforms, particularly in public post comments or on Telegram chat, as transaction details are private. Rest assured, we'll respond to your email inquiry as soon as we gather all the necessary information about your case.
Sign in to Swapin App.
Open “All transactions”.
Click on a transaction you are interested in.
Copy the info on the ID field, this is your Swapin transaction ID.
The processing time for fiat depends on your bank account type. Currently, Swapin supports SEPA payments, which can be instant or non-instant. Instant SEPA IBANs typically complete transactions within a few minutes. However, for non-instant SEPA IBANs, transactions may take up to 2 business days, and payments are not processed on weekends, holidays, or non-working hours. You can check for Instant SEPA support (SCT-inst) for any IBAN on this page.
How to resolve this: Once a transaction is completed using a non-instant SEPA bank account, it cannot be accelerated. For future transactions, consider asking your bank to provide an instant SEPA IBAN or opening a new account with another bank that supports it.
References are crucial for your fiat transfers when purchasing crypto using SwapinBuy. When sending fiat from your bank account to a provided Dedicated IBAN, it's mandatory to fill in the reference field. If you omit the reference, funds will not be received automatically, and the Swapin Support team will need to process transactions manually.
How to resolve this: Always ensure you include a reference number in your bank transaction details when sending fiat. If you missed it, contact Swapin Support at customer@swapin.com. Provide a Swapin transaction ID and confirmation of the fiat transaction from your bank. Please note that a processing fee of 50 EUR applies for these types of requests.
Using the correct crypto and network for each blockchain transaction is crucial. In cases where this isn't done correctly, Swapin Support can manually assist for certain networks. We'll do our best to locate your payment. Please note that this is a paid service, with a charge of 50 EUR. Unfortunately, refunds may not be possible for some networks.
How to resolve this: Contact Swapin Support at customer@swapin.com. Provide a Swapin transaction ID and the Blockchain payment details from the network you used. Please be aware that we charge a processing fee of 50 EUR for these types of requests.
If a SwapinPay transaction is marked as completed, it indicates that Swapin has sent fiat to the provided bank account. However, the final processing depends on your bank.
How to resolve this: Please contact your bank to inquire about the status of the transaction.
As a licensed and fully regulated service provider, Swapin adheres to EU compliance requirements. Additionally, each bank follows its own compliance procedures for fiat transactions. In some cases, additional information may be required before a transaction can be processed. Typically, the Swapin compliance team will request a source of funds (either crypto or fiat) and an invoice if you are using SwapinPay.
How to resolve this: Check your email inbox for new emails from customer@swapin.com and/or aml@swapin.com and provide the requested documents. Ensure to also check your spam folder to avoid missing emails from Swapin.
For SwapinPay transactions, we lock the exchange rate for each transaction for 30 minutes. After this period, the exchange rate will be updated. This may result in needing to send either less or more crypto to achieve the intended amount of fiat in your bank account. If you send the initial amount of crypto later than 30 minutes, you may receive either less or more crypto than originally planned, or you may have sent the wrong amount by mistake.
How to resolve this: If you send less crypto than required, we will send you an email requesting the remaining amount to be sent to the same crypto wallet address. If you send more crypto than required, we will complete your transaction for the required amount specified in the transaction details. You can contact the Swapin Support team to request a refund for the excess amount. Please note that we charge a processing fee of 50 EUR for refunds.
If there is a significant difference in amounts (more than 50%), the Swapin Support team will contact you to discuss the next steps for this transaction.
For a SwapinBuy transaction, we provide a Dedicated IBAN issued in your name. You must send the exact amount of fiat as specified in the transaction details to this IBAN and use the provided reference number while filling in transaction details on your online banking. However, as you manually enter your transaction details on your online banking, mistakes may occur, leading to sending less or more fiat than needed to the provided Dedicated IBAN.
How to resolve this: We will process the fiat amount you send and convert it to crypto according to the provided bank account details. However, if there is a significant difference in amounts (more than 50%), the Swapin Support team will contact you to discuss the next steps for this transaction.
Swapin's Dedicated IBAN issued in your name is specifically intended for sending funds related to a particular SwapinBuy transaction. It should always be accompanied by a reference number for each transaction. If you send a random amount of fiat to a Dedicated IBAN without a reference number, the transaction will not be completed, and the crypto will not appear in your crypto wallet.
How to resolve this: Please use your Dedicated IBAN only as part of the SwapinBuy transaction process. Dedicated IBANs provided by Swapin are not standalone banking products. Contact the Swapin Support team to request the location and completion of your transaction. Please note that we charge a processing fee of 50 EUR for these types of requests.
To complete a transaction, we require a minimum amount of 5 EUR or its equivalent. However, there are some cases where sending less is possible. For instance, in SwapinGet transactions, when you send crypto directly from your wallet, Swapin does not control the amount. Additionally, this may occur in SwapinPay transactions when the exchange rate is updated after being fixed for 30 minutes. Mistakes can also happen due to human error.
How to resolve this: Please contact the Swapin Support team to address this issue.
Crypto exchange rates are commonly displayed in USD, which many customers are accustomed to. However, Swapin operates within the SEPA region and does not currently support USD. Therefore, we display exchange rates in EUR, which may differ from what you're used to.
How to resolve this: Please be aware that Swapin's exchange rates are in EUR.