What details to include in a swap complaint to get a faster resolution

05 September 2026

Lead with the transaction hash, the exact amount you sent, and the wallet address you sent it from. Those three facts let support locate your swap in seconds; everything else is context they can pull themselves.

Speed matters because most exchange support desks triage by searchability. A complaint that reads "my swap is stuck" forces a worker to ask for details, wait for your reply, then start again. A complaint that opens with the hash lets them pull up your transaction record before they even finish reading. That one step often cuts the back-and-forth from days to hours.

Here is the full list of what to include, in order of usefulness.

The transaction hash. Paste it as plain text, not a screenshot. Screenshots require manual transcription and can be rejected by ticket systems that scan for text. If the hash is long, copy it exactly - do not truncate.

The sending wallet address and the receiving address. If both are on the same chain, one may be enough. If you swapped across chains, list both. Some exchanges run separate systems per chain, and the support agent may need to forward your ticket internally.

The date and time you sent the funds. Include your timezone. Blockchain timestamps are in UTC, but your exchange account may log activity in local time. Giving both removes ambiguity.

The exact amount, in the asset you sent. Do not round. If you sent 0.12345678 BTC, write that, not "about 0.12". Rounding creates a mismatch when the agent cross-checks your claim against the mempool record.

The swap ID or reference number from the site, if one exists. Some platforms generate an internal ID that is not the same as the blockchain hash. If you have it, include it. If you do not, say so - do not invent one.

What you already tried. A single sentence: "I checked the block explorer and the transaction confirmed, but the site still shows pending." That tells the agent you are not a novice who needs basic troubleshooting, and it stops them from sending you the standard "have you refreshed?" script.

The error message, verbatim, if you saw one. Copy the exact text. Paraphrasing loses meaning; a message that says "invalid destination" is different from "insufficient funds," and support will treat them differently.

Any screenshots, but only as attachments after the text. Attach them at the bottom. Do not paste images into the middle of your message. Agents often read on small screens, and a wall of images slows them down.

Your contact email, if the ticket system does not capture it automatically. Some do, some do not. Adding it costs nothing and prevents a dead end.

Do not include: your life story, the name of the person you were swapping with, your opinion of the exchange, or a threat to post on social media. None of that helps an agent locate your transaction. Threats in particular can route your ticket to a different queue, which usually means slower, not faster.

One more thing worth doing: write the complaint in the present tense and keep it under ten sentences. Support staff handle dozens of tickets per day. A short, dense message reads as competent and gets prioritized over a rambling essay.

If the swap is genuinely stuck and you have included all of the above, the next step is knowing whether you are dealing with a blockchain delay or an exchange-side failure. That distinction changes what you ask for next, and it is covered in detail under the hub page on swapping crypto safely. Read that section before you escalate, because it will tell you which specific evidence to demand from support.

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