Crypto deposit arrived late: what happens to the order

When a deposit lands after the order timer has run out, the order stops instead of executing. That is deliberate: the alternative is completing your swap at a rate you never saw, which is worse than a delay even when the rate moved in your favour. A person then takes the order, and support confirms what is still possible — including returning the deposit to an address you control.

Why the window exists at all

A quote is a price someone is willing to hold for a while. The window is how long that is, and it is on the order page before you send anything. Once it passes, the price behind your order no longer exists, so there is nothing left to execute against.

Why a network can be slower than the window

A transfer is only as fast as the fee it carries and the traffic it meets. An underpaid network fee can leave a transaction waiting for hours through no fault of yours, and some networks are simply slow by design. This is the common reason a deposit arrives late, and it is why the order stops rather than fails.

What a stopped order is not

It is not a lost deposit and it is not a refusal. It is an order waiting for a decision that a person makes with you, and it has exactly two ways out: the swap goes through, or the money goes back. You are told which one applies rather than left to guess.

What to gather before writing

  • The order id, from the address bar of your order page.
  • The transaction hash of your deposit, copied from your wallet or from a block explorer.
  • The asset, the network and the exact amount you sent — all three, because two of them cannot identify a transfer.
  • The address you sent from, and a wallet you still control to receive a return.

What to do now

  1. Open your order page. It is the single place the status is true, and it updates itself.
  2. Write to support with the evidence above. A person answers within 24 hours.
  3. None of this asks you to prove who you are. If we need anything from you, it is evidence that you control the sending wallet, not identification.

Open your order Message @swappsy