Troubleshooting

Have three things to hand: your order code (the six characters after X-), the receiving address you entered at order creation, and your deposit’s transaction hash.

Kotova never holds your funds, so it cannot reverse, recall or redirect a transfer. It can show you what the executing source reported, and raise a case with that source.

My swap is taking longer than expected

Almost always this is the deposit, not the swap. The source waits for a set number of confirmations before treating your deposit as final, and a low fee or a congested network delays that. Bitcoin is typically 1–3 confirmations depending on the network and executing partner.

Look up your deposit hash in a block explorer.

• Still unconfirmed. Wait. If your wallet supports fee replacement, raising the fee is the only thing that helps.
• Confirmed, but the order has not moved. Contact support with the order code and the hash.

My order says sending or on hold, but nothing has arrived

The order page marks a swap Complete only once the payout’s transaction hash is recorded. A source can report a swap as finished shortly before it broadcasts the payout, so until the hash appears the page shows Sending and keeps checking. Usually the hash follows within minutes. If you can, look up your receiving address in a block explorer: if the payout already shows there, it has arrived, whatever the page says.

On orders at some sources, the page shows Payout on hold instead when the source reported the swap as finished and about ten minutes later no payout has been recorded. The funds are with the source, not with Kotova, so only the source can send the payout.

• The page offers Resolve Swap. It walks you through asking the source’s support to release the payout: you enter an email address, the source sends its own email about this order to that address, and you reply with the message the page gives you. The address you enter is passed to the source so that it can write to you. The page updates on its own once the payout is sent. For an order saved to a Kotova account, sign in to that account first.
• The page offers no such step, or Sending does not move on. Contact support with the order code and the deposit hash. Support can raise it with the source; it cannot send the payout itself.

I closed the browser and lost my link

Your order link is your order code, and your receiving address opens it. Search your browser history for X-. On the same browser, the most recent order reopens for about a day without asking for the address again. If you created the order while signed in to a Kotova account, or saved it to your account later, it is listed in your account and opens there without the address on any device, once your account’s email address is confirmed. You do not need the tab open for the order to progress: a scheduled job re-polls the source independently.

Kotova does not send a confirmation email at order creation. Email is used for completion, refund and action-required notices, and for some sources for a notice that your refund address was rejected. Each links back to the order. They go to the address saved on the order page and, for an order saved to your Kotova account, to the account’s confirmed address unless you switched order status emails off.

An order placed through an app that uses the Kotova X API cannot be saved to a Kotova account and gets no Kotova emails. That app keeps you updated, and the order page still opens with the receiving address.

Failing that, contact support with the receiving address and deposit hash.

I received a different amount than estimated

On a variable-rate order the rate is set when your deposit reaches the required confirmations, not when you saw the quote, so market movement in between raises or lowers the result. The order-time figure is an estimate.

On a fixed-rate order the amount is locked at creation, provided your deposit arrives inside the window and matches the amount shown. Otherwise the source may recalculate at the current market rate, or refund.

Beyond the network fee on the outgoing transfer, the quoted rate is what you get — see Fees.

I sent the wrong coin or wrong network

Act immediately, and do not send a second deposit to correct the first. The deposit address belongs to the executing source, so Kotova cannot reverse or redirect what reached it. Recovery is manual, at the source’s discretion, and sometimes impossible for an asset it does not support.

Contact the source named on your order page, or Kotova support with the order code, the deposit hash, and the asset and network you actually used.

I forgot the memo or destination tag

Some networks route deposits by an identifier alongside the address — an XRP destination tag, a Stellar or TON memo, and several others. Without it your deposit lands in the source’s pooled address with nothing tying it to your order. It is neither automatically lost nor automatically credited: attribution becomes manual.

Contact support straight away with the order code, the deposit hash and the exact memo your order page shows. Do not close that page.

I sent the wrong amount, or sent twice

A different amount. Most sources process the swap anyway, at the amount actually sent, as long as it falls between the pair’s minimum and maximum. Outside those bounds the order needs a decision from you, or is refunded.

Two deposits. An order covers exactly one deposit; a second transfer to the same address may not be picked up at all. Do not send a third. Contact support with both hashes.

My order expired before my deposit arrived

Expired means the countdown elapsed with no confirmed deposit. Kotova caps its window at sixty minutes, so an order can read as expired here while the source’s clock runs on.

• You never sent anything. Nothing is owed. Create a new order at the current rate.
• You sent late. Kotova keeps re-polling the source for a period measured from order creation — usually around a day, shorter on some sources and rate types. If the source accepts the deposit the order rejoins the normal path, but that is its decision.

Some sources let you choose in advance what happens if funds arrive after expiry — continue at the current rate, or refund — on the expired order page.

My order says action required

The source cannot complete the swap as agreed: a late deposit, an amount outside its limits, a rate that moved beyond its tolerance, or a hold from its own compliance process.

Where the source allows it, the page offers a choice — continue at the current market rate, or refund to an address you supply. Some offer refund only, and some offer nothing, in which case the page is informational.

You have roughly an hour to decide. If it lapses with a refund address on file, the refund is requested for you; with none on file, one source continues at the current rate rather than leave the deposit stuck. See Refunds and emergencies.

Caution

A refund address locks once recorded, and unlocks only if the source rejects it. Enter it carefully.

My refund has not arrived

A refund is a second transaction made by the source, not a reversal, and not instant. It returns in the asset you deposited, less the network fee for sending it.

Check your order page:

• Refunding — the instruction was accepted; the transfer is not yet on-chain.
• Reverted — it has been sent. The hash is on the page; check it in an explorer.
• A prompt for a new refund address — the source rejected the one you gave. It has been cleared, and you can enter another.

Rejections are usually an address on the wrong network: a refund travels back on the network you deposited from.

My order page will not open

In order of likelihood:

• The address does not match. The receiving address you entered at order creation is the passcode — no reference issued by the source opens the page. Capitalisation does not matter; the address itself must be the one you typed.
• The code is malformed. An order code is X- followed by six characters from A–Z and 0–9.
• The order is over ninety days old. Order pages are archived after ninety days and stop being served. See The order lifecycle.

Still stuck

Contact support with your order code, receiving address and transaction hashes. Support can chase the executing source and explain what happened. It cannot move funds — Kotova holds none to move.