Why a swap can be held
Swap providers screen deposits and addresses against sanctions lists and other risk rules. A swap can be paused while a check runs, or declined if the check fails. This applies to most services that move crypto between networks, including ones that ask for no account.
Sense Swap does not ask you for an account or identity documents. Providers may run their own checks, and that happens under their policies, not ours. We cannot promise that a given swap will not be screened.
What usually triggers a check
- A deposit from an address linked to a sanctioned or high-risk source.
- A receiving address that a provider flags.
- A very large amount or an unusual pattern for the pair.
- A deposit that arrives late, short or on the wrong network, which can look like an error and is held for review.
What happens to the funds
A held swap does not mean the funds are gone. The usual outcomes are that the check clears and the swap completes, or that the swap is declined and the deposit is refunded to your refund address, less any network fee.
Timing is set by the provider and the networks, not by us. A refund still needs confirmations on the refund network, and Bitcoin can take longer than a fast chain. We do not give a guaranteed time.
What to do if your swap is held
- Open the order page and read the status and any note. It shows what we can see.
- Check your deposit in a block explorer. Do not send the deposit again.
- Keep the order id, the deposit transaction hash, the amount and your refund address.
- Email support with those details and the time of the deposit.
- Answer any provider request for information directly and accurately. Do not send documents to anyone who contacts you first by message.
How to avoid avoidable holds
- Send the exact amount, on the exact network, to the address shown. Under-payments and wrong-network deposits cause most delays.
- Use a refund address you control, not an exchange deposit address.
- Stay inside the pair's limits.
What we show before you send
Before you pay, the quote shows the fee, the minimum you will receive and the amount limits. You enter a refund address before the deposit address is shown, and the order page tracks the deposit, the swap and any refund. None of this prevents a check, but it means you know the rules and the refund route up front.
Questions
- Will Sense Swap ask me for ID?
- No. We do not ask for an account or identity documents. A swap provider may run its own checks on a deposit or address, under its own policies.
- Can you guarantee my swap will not be held?
- No. A provider can screen any deposit or address and pause, decline or refund a swap. We can only show you the fee, the minimum, the limits and the refund route before you send.
- Where does the refund go if a swap is declined?
- To the refund address you entered when you created the order, on the network you sent from, less any network fee. Blockchain transfers cannot be reversed, so the address must be one you control.
- How long does a held swap take to resolve?
- It depends on the provider's check and the network confirmations for any refund. We cannot give a guaranteed time. The order page shows the status and any refund transaction.
- What should I send to support?
- The order id, the deposit transaction hash, the amount and the time you sent it, and your refund address. Do not send private keys or a seed phrase. We will never ask for them.