Changenow troubleshooting is the Process for Resolving Confirmation Delays and Stuck Swaps

An On-Chain Deposit Can Still Miss the Order

The primary troubleshooting risk is an on-chain deposit that ChangeNOW still shows as Awaiting Deposit or Confirming on its order page. Fixed-rate orders allow 20 minutes for deposit; classic-rate orders wait about 24 hours. One exchange transaction ID accepts one deposit, so a split amount may not match automatically. Compare chain, asset, address, amount and memo. USDT on Ethereum through ERC-20 differs from USDT on TRON through TRC-20; recognition follows the route used.

Network Fees Set the First Confirmation Pace

Network fees are inclusion bids that determine when validators or miners place a deposit transaction into a block. A visible hash shows broadcast data, not block inclusion.

Bitcoin targets one block every 10 minutes on average, so a ten-minute gap is not a deadline. Zero confirmations means no accepted block yet; one confirmation means the transaction’s block joined the active chain. Six confirmations is a conventional high-assurance reference, not a universal ChangeNOW requirement. Fee rate in satoshis per virtual byte influences miner selection alongside mempool demand and transaction size. If a wallet replaces a pending Bitcoin transaction, retain the replacement hash because the original identifier no longer describes the confirmed payment, as described in Guide to changenow.

A simple Ethereum ETH transfer uses 21,000 gas units. Its cost equals gas used multiplied by the effective gas price; EIP-1559 divides that price into a base fee and priority fee under the sender’s maximum. An underpriced maximum can leave the transfer pending, while a nonce gap holds later transactions behind an earlier one. Etherscan exposes nonce, block and fee data; Blockchair provides comparable Bitcoin evidence. Follow the actual deposit hash after any wallet speed-up or replacement. Changenow troubleshooting moves from waiting to escalation once the correct explorer shows the required block depth while the order remains on Confirming.

Confirmation Depth Must Match the Actual Consensus

Confirmation depth is the number of accepted blocks or consensus steps that follow the block containing the ChangeNOW deposit. Wallet alerts and order timers describe different events.

Proof-of-Work Deposits

Before the First Block

At zero confirmations, a Bitcoin deposit remains in the mempool even when an explorer displays its hash. Bitcoin, Litecoin and Dogecoin all use proof of work, but their block cadences differ: Bitcoin targets 10 minutes and Dogecoin targets one minute. The sending fee and current queue decide which block first includes the transaction.

After Block Inclusion

One accepted block changes the deposit from unconfirmed to confirmed, and each later block increases its depth. ChangeNOW’s required count can exceed the wallet’s first “confirmed” label. Record the block height and confirmation count; a short chain reorganization can temporarily reduce that count before the active chain settles.

Proof-of-Stake Deposits

Proof-of-stake chains expose inclusion and stronger settlement milestones. Ethereum uses 12-second slots and 32-slot epochs, so one epoch spans 6.4 minutes and two epochs span 12.8 minutes. An Ethereum explorer distinguishes a successful inclusion from finalization. Cardano’s Ouroboros Praos divides a five-day epoch into 432000 one-second slots, although not every slot produces a block. The order advances when its configured confirmation rule is met, which is not identical to waiting for full protocol finality on every chain. The needed depth changes with the asset and route ChangeNOW selected.

Order Status Separates Blockchain Delay From Exchange Delay

The order status is a workflow label that identifies whether ChangeNOW awaits funds, confirmations, conversion or payout transmission. Four active states carry the diagnosis.

Awaiting Deposit plus a correct on-chain transfer points to matching: inspect the network, token contract and memo. Confirming plus a pending explorer record stays a source-chain issue; Confirming after sufficient depth belongs with support. Exchanging means ChangeNOW has accepted the deposit and is working through conversion, where asset maintenance or a liquidity-provider delay matters. Sending means conversion finished and payout remains. That stage normally takes no more than 10 minutes, so a delay beyond 10–15 minutes warrants a support case. The next action follows the last state that changed and the corresponding chain event.

Amount, Token Contract and Memo Control Deposit Matching

Deposit matching is an asset-identification process that combines network, token contract, amount, address and any required memo or destination tag. An identical ticker does not create an identical asset.

Precision and Token Contracts

Bitcoin records BTC to eight decimal places, while ether uses 18, XRP uses six and Stellar records XLM to seven. Those units matter when the received amount sits near the order’s displayed minimum. The ERC-20 standard makes decimals metadata optional, so token precision comes from the actual contract rather than a blanket 18-decimal assumption. Compare the explorer’s transferred amount with the order amount after any sending-wallet fee. If the deposit falls below the displayed minimum, continuation or refund depends on the asset’s network cost and the order state.

An Ethereum address contains 20 bytes and appears as 40 hexadecimal characters plus the 0x prefix, producing 42 characters. The recipient and token contract use the same address format but identify different things. Etherscan’s token-transfer record shows which ERC-20 contract moved funds; the matching check fails when the recipient is right but the contract is not the supported one.

Memos and Destination Tags

Shared deposit addresses use a second routing field to assign payments to orders. An XRP Ledger destination tag is a 32-bit unsigned integer, while a Stellar MEMO_ID is a 64-bit unsigned integer. Stellar also permits a MEMO_TEXT of up to 28 bytes and a MEMO_HASH of 32 bytes. A confirmed XRP or XLM payment can reach the shared address without mapping automatically when the required field is absent or different.

Compare raw explorer fields with the order before sending anything else. Support takes over once the chain, token contract, amount and routing field all match.

A Support-Ready Record Turns Delay Into a Specific Case

A support-ready evidence package is a compact record that lets ChangeNOW map one order to one or two blockchain transactions. Keep evidence tied to the current state. The decision turns on the chain event visible at the point of delay.

• Awaiting Deposit with no hash: confirm the wallet broadcast before creating another order.
• Awaiting Deposit with a confirmed correct-chain payment: send support the order ID, deposit hash, network and memo.
• Confirming with zero confirmations: resolve the source-chain fee or nonce and retain any replacement hash.
• Exchanging during maintenance for the exact asset and network: wait for that incident to clear; otherwise escalate the unchanged order.
• Sending beyond 10–15 minutes: open a case with the payout address and network, then request the outgoing hash.

Provide two identifiers in plain text: the ChangeNOW order ID and the blockchain transaction hash. A Bitcoin transaction ID has 64 hexadecimal characters; an Ethereum transaction hash has 66 characters including 0x. Add the asset, network, amount, deposit address, payout address, block height, confirmation count, token contract and memo when relevant. Screenshots preserve context, but searchable text prevents transcription errors. A support case never requires a seed phrase or private key.

Refund handling follows the order state. A failed order page can offer refund or continuation, and refunds normally return to the originating address. A completed payout already recorded on-chain is final, while a deposit smaller than the applicable network fee may leave no transferable refund. The available outcome turns on whether the deposit remains before conversion or has already become an outgoing payout.