My swap is stuck on Pending
Swaps leave the XRP Ledger and settle through the multichain layer, so they take tens of seconds rather than a few. Pending means the swap is still moving. It becomes a problem only when it has been pending for a long time with no change.
How it shows up
- My swap seems stuck and I never received what I bought
- My swap has been pending for 10 minutes
- The swap screen shows two hashes and says pending
- I closed the app during a swap
- Did my swap go through
Support can resolve this in chat
Follow the steps below; the support agent can walk you through them.
Check it yourself
- Paste a hash from the swap card in Activity (the intents hash, or the XRP payment hash) into explorer.near-intents.org.
- If nothing is found, read "What the hash in the app means" below.
- If it shows Pending or Processing, and the swap started less than 30 minutes ago, read "What Pending means" below.
- If it shows Pending or Processing, and the swap started more than 30 minutes ago, contact support from Settings, then Support.
- If it shows Success, read "Your swap completed" below.
- If it shows Refunded, read "My swap failed".
- If it shows Failed or Incomplete deposit, contact support from Settings, then Support.
Have this ready if you contact support
- The intents hash and the transaction hashes from the swap screen or Activity
- Which pair and amount you swapped
- When you started it
- Whether what you paid with already left your balance
What Pending means
A swap is not a trade inside the XRP Ledger. What you pay with leaves your balance (swapping from XRP, it goes to a deposit address on the XRP Ledger), the swap is routed through NEAR Intents, and the asset you bought is credited to your wallet. The screen shows each leg with its own hash while they settle. Pending means it is still moving, not that it is stuck. Closing the app does not cancel it; the swap keeps settling on its own.
Normal timings
- XRP to a multichain asset, or the reverse: usually under a minute, sometimes a few minutes.
- Anything involving Bitcoin or a congested network: can take longer, up to the confirmation time of that network.
When to worry
After 30 minutes with no change, or if what you paid with left your balance and the asset you bought has not appeared after that time.
After 24 hours the app stops following a swap and shows it as done, even if it never completed. The card is not proof: check that the asset you bought is in your balance, and if it is not, contact support with the hashes from the card.
What the hash in the app means
The swap card shows an intents hash and the hashes of each leg. The first one can be the payment that moved your XRP into the swap, so it looks like a plain XRP payment on xrpscan.com. Paste it into explorer.near-intents.org and it links to the whole swap.
Your swap completed
The swap has finished and the asset you bought was delivered. If the card still says Pending, pull down on the wallet home to refresh: the card can take a moment to catch up with the balance. If the balance does not show it after refreshing, see Balances or prices are not loading.
What to do
- Pull down on the wallet home to refresh. The balance often updates before the swap screen does.
- Open Activity and check whether the outgoing XRP payment completed. If it did, the swap was accepted and is settling.
- If it is past the 30 minute mark, contact support from Settings, then Support, with the hashes. The team can look up the swap on the intents explorer and see exactly which leg it is on. Swaps that cannot complete are refunded to the wallet they came from, in the asset you paid with. The refund is executed by the NEAR Intents team, not by us, and in the slowest cases it has taken weeks. You can also open a ticket with them directly, on Telegram at @near_intents_support_bot or through near.com support; a ticket from you and one from us in parallel has moved cases faster.
My swap failed
A swap fails when the quote expires before you confirm, when the market moves further than the slippage limit while it settles, when the amount is under the provider's minimum, or when your spendable balance is not enough. Failed swaps do not lose funds.
My swap or cross-chain send is taking long
Anything that crosses networks (a swap, a send to another chain, a deposit from another chain) takes as long as the slowest network involved needs to confirm. Here is what is normal and when to contact us.