I made an exchange but my balance is zero

You have initiated an exchange and the deposit was taken from your address, but the payout of the exchanged coin didn’t come? In simple words, the coin you wanted to exchange from was taken from your balance, but the coin you exchanged for didn't come?

First, allow for the exchange to finish (up to 20 min) and refresh the balances. If that doesn’t help – keep reading.

  1. Make sure you run our latest version. Download it from our website.
  2. Reload the wallet.
    Just as simple as that –- reloading will give Atomic Wallet a chance to re-establish the connection. 
  3. Start using a VPN.
    Install VPN on your device and change the country. Germany, the USA, Switzerland may be the best choice. 
    If you are already using a VPN, try to turn it off. Learn more about VPN here.
  4. Check your Anti-Virus, Firewall, Anti-Malware.
    If your security programs are blocking Atomic Wallet, it will be hard to establish a good connection to blockchain. Take a moment to check for blocks within the app's settings.
  5. Check the Internet connection.
    Check if your Internet connection is stable. If possible, we also suggest trying another provider. 

If all the steps above didn’t help – contact our support center. Email us at support@atomicwallet.io

Please attach your Atomic ID (Go to Support>3) Copy Atomic ID), the addresses of the coins you exchanged and the transaction hash of the exchange deposit. We promise quick and friendly help.

Need some help? Contact us at support@atomicwallet.io. We provide quick and friendly support 24/7.

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