Frequently asked questions

With a floating rate, the final exchange amount is determined when your deposit transaction receives the required number of confirmations on the blockchain. If the market moves up, you receive more; if down, less. The service fee for float rate is 0.5% plus network fees.

With a fixed rate, the exchange amount is locked at the moment you create the order. The order page counts down exactly how long you have. You must send the exact amount in a single transaction within that window. The service fee for fixed rate is 1% plus network fees.

If the market rate changes by more than 1.2% before your transaction appears on the blockchain, you will be offered to continue at the current market rate or receive a refund.

If you want to know the exact amount you will receive, choose fixed rate. If you prefer lower fees and accept market fluctuations, choose float rate. For stablecoin-to-stablecoin exchanges, the difference is minimal.

Our fees are fully transparent:

• Float rate: 0.5% service fee + network fee
• Fixed rate: 1% service fee + network fee

Network fees vary by blockchain. They are always shown before you confirm the exchange. There are no hidden fees.

The network fee is a fixed cost charged by the blockchain, not by us. For small exchange amounts, this fee may represent a large portion of the total. We recommend exchanging amounts above the suggested minimum to ensure a reasonable fee ratio.

Most exchanges complete within 5–15 minutes. Cross-chain exchanges may take longer depending on block confirmation times. Same-network exchanges on fast chains (Base and Arbitrum) typically complete in under a minute.

After creating an exchange, you receive a unique order link with a status page. You can also enter your order ID on our homepage to check the current status. All blockchain transaction links are provided on the status page.

No registration and no identity documents: no passport, no selfie, no proof of address, and no threshold above which that changes. Screening looks at the funds, not at you. If a deposit is flagged, we may ask you to confirm control of the sending wallet, which is a question about that wallet. An order we cannot clear is returned to the sender rather than held.

If you sent tokens to the correct deposit address but on the wrong network, recovery may be possible depending on the network. Please contact our support team with your order ID and transaction hash. Recovery is not guaranteed and may involve additional fees.

If you sent a different token than the one specified in your order, our system may be able to recover it if the token is supported. Contact support with your order details. Unsupported tokens below a minimum value threshold cannot be recovered.

For float rate orders, any amount within the published limits will be processed at the current market rate. For fixed rate orders, the quoted amount applies only to the exact specified amount.

• Less than minimum: refund minus network fee, if economically viable
• Slightly different: processed at the actual received amount
• Significantly more: excess amount handled separately

For networks that require a memo or destination tag (such as XRP, XLM, or TON), sending without it can hold up the exchange. Contact support with your transaction hash and order ID, and we will sort it out.

If the exchange cannot be completed (for example, due to a market condition or compliance hold), you can request a refund. Refunds are sent to the refund address you provided when creating the order.

Refund processing includes a deduction for the network transaction fee. Deposits below the network fee threshold are non-refundable under our published policy.

Refunds are processed automatically and typically complete within 15–30 minutes, depending on the blockchain network congestion.

By using SwapSS, you agree to our Terms of Service. We provide an automated cryptocurrency exchange service. We do not hold user balances, provide investment advice, or offer margin trading.

We collect minimal data necessary to process your exchange order. Contact information (email, Telegram) is optional and used solely for order notifications. We do not sell or share personal data with third parties except as required by law.

An exchange needs no account and no identity documents — we never ask for a passport, a selfie or a utility bill. What we screen is the money, not the person: deposits are checked against sanctioned addresses and funds from thefts, hacks and laundering services. A normal swap passes silently. In the rare case a deposit is flagged, the order pauses for a person to look at it, and if it cannot be cleared the funds go back to the sender rather than sitting with us. Merchants opening a SwapSS Pay account go through a light business check, because that is an account with balances and payouts.