How to get a refund on a crypto swap

When a swap is refunded

• The deposit was below the minimum for the pair.
• The deposit arrived after the quote expired, and the price had moved too far.
• The deposit was stopped by the exchange's automated checks.
• The exchange could not complete the conversion.

What you get back

The coin you sent, less the network fee for sending it back. Nothing is converted, so no exchange rate applies. A deposit smaller than that network fee cannot be returned.

How to ask for a refund on AltoSwap

1. Open the swap page from the link you saved, or enter the swap ID on Track a swap.
2. Read the status. Refunded means the coins are on their way: the page shows the refund transaction.
3. If the swap is waiting for a refund address, or for support, open the support chat and give the swap ID.
4. Give an address for the coin you sent, on the same network you sent it on, in a wallet you control.

Support will never ask for your seed words, your private keys or a payment to release a refund. Anyone who does is not AltoSwap.

When a refund is not possible

• A completed swap cannot be reversed: the payout is already on the blockchain.
• Coins sent to a wrong address cannot be recalled by anyone.
• Coins sent on a network the swap does not use may be recoverable only in some cases. The guide on sending on the wrong network explains which.

How to avoid needing one

• Always add a refund address in the form.
• Send exactly the amount shown, on the network shown, before the timer on a fixed-rate quote runs out.
• Include the memo or tag when the coin needs one.