Troubleshooting Stuck Swaps: Awaiting Deposit Status

When you initiate a cryptocurrency swap in Atomic Wallet, you may see the status Awaiting Deposit. This means the swap provider — our third-party partner facilitating the exchange — is waiting for your funds to arrive at the deposit address they generated. Your swap will not proceed until those funds are received.

Contents

• What "Awaiting Deposit" means
• Step 1: Check whether the funds left your wallet
• If the funds were NOT deducted
• If the funds WERE deducted
• What Atomic Wallet can and cannot do

What "Awaiting Deposit" means

When you start a swap, Atomic Wallet connects you with a swap provider, who generates a unique deposit address for your specific transaction. Awaiting Deposit means that address has been created and the provider is waiting for your funds to arrive there.

The swap cannot move forward until the funds are successfully sent from your wallet to that address. This status usually means the outgoing transaction was never completed, failed to broadcast, or wasn't confirmed — often due to insufficient network fees, a temporary network issue, or the transaction simply not being approved in the wallet.

Step 1: Check whether the funds left your wallet

The first and most important step is to determine whether the cryptocurrency you intended to swap has actually left your balance.

1. Open Atomic Wallet.
2. Navigate to the wallet section for the cryptocurrency you were trying to swap.
3. Check your current balance.
4. Review your transaction history for that coin and look for an outgoing transaction matching the swap amount.

What you find here determines your next step.

If the funds were NOT deducted

If your balance is unchanged and there's no outgoing transaction for the swap amount, your funds are still safely in your wallet. The transaction to the swap provider was never completed.

1. You can safely ignore or cancel the current "Awaiting Deposit" order — it will expire on its own.
2. Start a brand new swap from scratch.
3. Make sure you have sufficient balance to cover the network fee.
4. Carefully review all details and confirm the transaction when your wallet asks for approval. Verify that the transaction broadcasts successfully.

If the funds WERE deducted

If your balance has decreased and you can see an outgoing transaction for the swap amount, the funds successfully left your Atomic Wallet.

1. Check for duplicate swaps. If the first attempt seemed stuck, you may have started the swap more than once. Make sure only one active swap exists for those funds.
2. Locate the transaction ID (TXID). Click the outgoing transaction in your history and copy the TXID — a long string of letters and numbers.
3. Contact support. Reach out to us at support@atomicwallet.io with the details listed below.

When contacting support, please provide:

• The Order ID of the stuck swap (found in your swap history).
• The TXID of the transaction where the funds left your wallet.
• The exact cryptocurrency and amount you sent.
• The exact cryptocurrency and amount you expected to receive.
• A screenshot of your swap history showing the "Awaiting Deposit" status and the Order ID.

Our support team will use this information to investigate the issue with the swap provider on your behalf.

What Atomic Wallet can and cannot do

Atomic Wallet can:

• Provide support and guidance to help you understand and troubleshoot the issue.
• Act as an intermediary with the swap provider if your funds were sent and the swap is stuck.
• Provide the information you need to track your transaction on the blockchain.

Atomic Wallet cannot:

• Directly reverse or cancel a transaction once it has been broadcast and confirmed on the blockchain.
• Directly access or control funds that have been sent to the swap provider.
• Guarantee the speed or success of a swap, as this depends on the swap provider's service and network conditions.
• Recover funds sent to an incorrect address outside of the intended swap process.