I made an exchange, but my balance is zero

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If you've made an exchange yet don't see it reflected on your balance, don't worry. No matter what's causing the delay, you aren't going to lose your money. Here, we'll guide you through what you should do if your exchange got stuck.

Check your exchange's status

  1. Click on Exchange on the left sidebar and switch to the Order History tab in the top panel.

  2. Browse through your order history. Once you find the exchange you're worried about, click on it.
  3. Here, you can find out what your order's status is. 
    - Awaiting deposit. Check your balance for the coin you were trading. If it hasn't been reduced, it means the deposit couldn't have been charged from your account due to some technical issues. If it has, please make sure your Order history doesn't have any duplicate exchanges that could be causing this. 
    What you should do: just try to make a new exchange from scratch. 

    - Confirming. The transaction you sent is still collecting enough confirmations on the blockchain. This can take anywhere between a bunch of minutes and quite a few hours, depending on the network's current congestion. 
    What you should do: wait a bit more. For more details on how long the process will take, copy the transaction hash under Sent hash and check it on the block explorer using our guide here. Most block explorers will provide you with an estimated wait time for your transaction to get confirmed. 

    - Exchanging. This means that the exchange is already processing your deposit. Sometimes the exchange rate can skyrocket or plummet down while your deposit is being confirmed. In this case, our partners will put your trade on hold, just so that you don't lose any money because of the rate drop.
    What you should do: if your exchange's been stuck with this status for some time, please click on the Contact support button.

    - Sending to you. This means your deposit has already been traded at an exchange, and your newly acquired coins are on their way to your wallet. The delay will have no impact on the amount you are to receive, as the exchange's already been processed. 
    What you should do: if your exchange's been stuck with this status for some time, please click on the Contact support button. In case you're trying to buy DOT, please activate your account (i.e. deposit at least 1 DOT to it) before reaching out to our support team.

    - Failed. Unfortunately, exchanges can fail at times because of market fluctuations or technical issues.
    What you should do: If you see that your exchange failed, please report it to our support team by hitting the Contact support button. Overall, no matter what's the reason behind your exchange failing, you'll never lose your money. 

Make sure no connection issues are present

As much as we'd love everything to work perfectly, display bugs do arise at times for a number of reasons. These can range from your country not being particularly crypto-friendly to not updating your wallet app in due time. Since Atomic Wallet is just an interface that helps you interact with the blockchain, such bugs can't have any impact on your actual balance. What's more, they're usually quite easy to fix. 

  • Update the balances manually. To do so, go to the Wallet tab and click on the icon at the top-right corner.
  • Relaunch the app. Click Exit on the left sidebar, hit the Yes button, and launch the app again.
  • Set up a VPN on your device. We recommend ProtonVPN and NordVPN (you can pay for both with BTC), but you can pick any VPN provider of your liking. Check our guide for more details on why you should use a VPN. 
  • Check your internet connection. In case your connection is unstable or too slow, the wallet app may fail to update the balance. Just to make sure, try connecting to some other network and see if it helps.
  • Check whether you're using the latest version of our app. You can always find the latest update's version number on our website. If it matches the number in your app's header, you should be good to go.

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

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