What to do if your Atomic Wallet swap is stuck on the processing stage

When you initiate a cryptocurrency swap in Atomic Wallet, your transaction goes through several stages. The processing stage means your swap request has been successfully sent to our swap partner, and they are actively working on fulfilling it — receiving your funds, executing the swap, and sending the swapped funds back to your wallet. Most swaps complete quickly, but occasionally one can take longer than expected to finalize.

Contents

• Why a swap gets stuck in processing
• What to do if your swap is stuck
• What happens if the swap can't be completed
• What Atomic Wallet can and cannot do

Why a swap gets stuck in processing

• Network congestion. High traffic on the blockchains involved (e.g., Ethereum, Bitcoin) can delay transactions.
• Swap partner issues. The partner may be experiencing temporary technical difficulties, maintenance, or high load.
• Insufficient liquidity. The partner may temporarily lack enough liquidity for the specific trading pair you selected.
• Incorrect memo or destination tag. For coins that require one (such as XRP, XLM, or BNB BEP2), a missing or incorrect memo can delay or fail the transaction.
• API issues. Communication problems between Atomic Wallet's interface and the partner's API can cause delays.
• Price fluctuations. Extreme market volatility can lead to delays or failures if the price shifts significantly mid-swap.

What to do if your swap is stuck

If your swap has been in the processing stage for an extended period — typically more than a few hours — follow these steps.

1. Do not initiate another swap. Avoid creating new swap orders for the same pair until the current one is resolved.
2. Gather the details:
   • The Order ID of the stuck swap (found in your swap history).
   • The exact amount and currency you were sending.
   • The exact amount and currency you were expecting to receive.
3. Contact support. Reach out to us at support@atomicwallet.io with all the gathered information.

Our support agents will then verify the status of your swap with our exchange partner, communicate with them to expedite the process or identify the specific issue, and keep you updated on progress and any actions taken.

What happens if the swap can't be completed

If the exchange partner is unable to complete your swap, your funds are typically refunded to your Atomic Wallet. The refund process can take some time, depending on the partner's policies and the nature of the issue.

In rare cases where a refund isn't possible — for example, due to an unrecoverable error on the partner's side — our support team will guide you through the available options, which may include filing a claim directly with the exchange partner. Our goal is always to make sure your funds are either successfully swapped or safely returned to you.

What Atomic Wallet can and cannot do

Atomic Wallet is a non-custodial wallet — we do not hold your funds. We act as an interface to various third-party exchange partners.

Atomic Wallet can:

• Communicate directly with our exchange partners on your behalf to investigate and resolve the issue. Our support team has direct channels to these partners.
• Keep you informed about the status of the investigation and any actions taken.
• Guide you through the available options if a refund isn't possible.

Atomic Wallet cannot:

• Directly access or manipulate your funds or the exchange partner's systems. Resolution ultimately depends on the exchange partner.
• Guarantee the speed of a swap, as this depends on network conditions and the partner's processing.
• Reverse a transaction once it has been broadcast to the blockchain.