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Troubleshooting Crypto Swaps on Centralized Exchanges (CEX)

This article is for those who have used Ledger Live for cryptocurrency swaps on Centralized Exchanges (CEX), such as CIC or Changelly. It offers insights into potential delays and provides recommended actions.

 Used a Decentralized Exchange, and Not Seeing Your Swap?

Centralized and decentralized services commonly encounter distinct challenges. If you've utilized a decentralized swap provider (DEX) like 1inch or ParaSwap and encounter any issues with your swap, refer to this guide.

Potential Reasons for Delay

When conducting a swap on a centralized exchange, the process involves multiple steps, which can contribute to delays. Here are a few reasons why your swap could be delayed:

  • Confirmation of the Send transaction on the blockchain network.
  • Confirmation and processing of the received crypto by the swap provider Changelly or CIC.
  • Confirmation and processing of the sent crypto by the swap provider Changelly or CIC.
  • Confirmation of the Receive transaction on the blockchain network.

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Each of the above-mentioned steps may take a certain amount of time to get processed. Many factors can impact the delay, such as the network congestion on both networks of the swap, then the delay of the swap provider in processing the incoming and outgoing requests, and issues during KYC (Know-Your-Customer) verification. 

Recommended Actions

While it can be concerning not to see your swapped assets immediately, it's important to exercise patience. Typically, swaps can take up to 3-4 hours to complete. We advise waiting for this timeframe before taking further action.

It's been more than 4 hours, what should I do?

If the delay persists beyond this timeframe, it's advisable to reach out to Changelly or CIC support with your Swap ID. You can find the Swap ID in the Swap history in the Swap tab in Ledger Live.

Still having issues even after reaching out to them?

If you encounter issues after contacting the CEX teams, don't hesitate to reach out to us at Ledger Support for further assistance.

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