Frequently Asked Questions

About the Service

What is the operating mode of the SwapGate platform?

The SwapGate platform operates around the clock, without any breaks. Transactions are processed automatically, so cryptocurrency exchanges are available 24/7.

Do I need to register on the website?

Registration is not mandatory for exchanges. However, if you want access to exchange statistics on the website, receive special bonuses, and participate in the referral program, you can create a SwapGate account.

What is the SwapGate affiliate program?

All details regarding bonuses and participation in the affiliate program can be found in your account after registration. Key points:

Exchanges made by your referrals can earn you up to 25% of our revenue.
Rewards start being paid out after reaching 10 USD in your account.

Does SwapGate offer bonuses for regular customers?

Cumulative discounts are automatically formed for each registered user upon completing an exchange. The loyalty program is divided into several stages, which increase your coefficient for forming a more favorable exchange rate as you progress. All necessary information is available in your account after registration.

How long should a request be created?

The maximum time for a request is 15 minutes, after which it is canceled regardless of the reasons. Don’t worry; in such a case, simply create a new request. For questions regarding transfers, you can contact support.

What to do if the site displays incorrectly?

First, try refreshing the site (you can use the key combination CTRL+F5) and clear your browser cache. If the problem persists, log in from another browser or contact SwapGate support.

About Exchanges

How to check the status of my request?

There are three ways to check the status of your request:

In your account, under the “Exchange History” section, you will find all the necessary information: number, date, and time of creation, as well as the status of the request. The status “Completed” indicates that the funds have been successfully sent to the specified details.
The request status is displayed even without registration, directly on the website. For more precise and accurate information on the request, you can refresh the page.
Status notifications are automatically sent to the email address you provided. If you don’t have access to your account, check your email inbox.

How long does it take to process a request?

Automatic exchange takes from 1 to 20 minutes from the moment the payment is received. The time also depends on the amount of your exchange in the request.

Why didn’t the money arrive in my account after paying for the request?

To successfully complete the exchange, make sure to follow these steps correctly:

Accuracy of the details provided for the transfer. If incorrect details are provided, the transfer status will be “Error,” and you will receive a notification explaining the reason.
If your request was processed with incorrect details, it cannot be refunded. Carefully check all the details provided several times to avoid errors.
Check the balance of your account; if there are insufficient funds, the request will not be processed.
In some cases, delays may be due to the blockchain’s operation. If this is your case, you just need to wait a bit as speeding up the process is unfortunately not possible.
If your situation differs from the above, contact SwapGate support for prompt resolution.

Is it possible to cancel a request?

Two options are possible:

If your request has the status “Completed,” the funds cannot be returned as they have been sent to the specified address.
If the request is already paid but does not have the status “Completed,” you can promptly contact support to return your funds.

What to do if incorrect details were provided when creating the request?

We are very sorry, but in this situation, a refund from our side is not possible. We can also provide you with the details to which the funds were sent so that you can contact the address owner. Be sure to double-check the data you provide when creating a request!

Why is the BTC exchange confirmation taking so long?

For Bitcoin, there may be several reasons for the delay:

High network load. An increase in the number of users on the Bitcoin network has led to a large number of pending operations. This significantly affects transaction speed.
The fee influences the transfer speed, as the Bitcoin blockchain is maintained by miners. They decide which transfers are processed first. High-priority transactions have higher fees.
Don’t worry if your Bitcoin exchange is delayed. There are cases of waiting for a transfer for several hours (and even days!). In any case, with correct details, the funds will be delivered to the recipient or returned to the sender.

Where can I get the transaction link?

You can use the link on our website, in your account, or in the email you provided. There are also several explorers for transactions of popular coins:

Why does the Bitcoin network require confirmation?

When receiving a BTC transfer, you cannot immediately withdraw or transfer the cryptocurrency. After the transaction is completed, its data is sent to the Bitcoin network for inclusion in a block. This process is called transaction confirmation and makes your request legal. For final confirmation and access to the funds, the transaction must go through 6 inclusions in a block, i.e., receive at least 6 confirmations. This process regulates security to prevent double-spending the same BTC.

SwapGate requires 2 network confirmations to process your request and allow you to use the funds.

The Bitcoin network transaction received the required number of confirmations after the allocated time and was canceled. What should I do?

If the transaction receives the required confirmations after the time limit and is canceled, you need to inform support for prompt resolution.

What is a Destination Tag (Memo)?

Memo is an additional identifier for your wallet or cryptocurrency account. These identifiers can be useful for accurate addressing of funds during exchanges, as exchanges, for example, provide a common wallet for users. The Destination Tag (Memo) helps the exchange distribute the funds to the correct account upon receipt. If you do not specify Memo, the transaction may end up in the exchange’s wallet and not your personal account.

When conducting operations with EOS, Ripple (XRP), Stellar Lumens (XLM), Binance Coin (BNB), or Monero (XMR), be sure to provide the correct Payment ID, Memo, or Destination Tag.

Why did my funds not arrive in my account after exchanging through Telegram/bot, forum, Skype, or Viber?

Please note that all exchange operations are carried out EXCLUSIVELY through a request on the official website https://swapgate.io/. When creating a request, you receive all the necessary details for the exchange. Offers to use SwapGate services from any other sources are created by fraudsters impersonating our service. If you encounter scammers, be sure to inform us so that we can take the necessary measures.