My exchange is stuck on ‘Awaiting deposit’

There are several reasons why your exchange may remain in this status. In this article, we'll go over each in detail.

You have not sent your funds to our deposit address

Depositing funds is required before the exchange can begin.

All you have to do is open the wallet service you use to store your funds and create an outgoing transaction to ChangeNOW's address. It is located on the exchange page (marked yellow in the screenshot below):

NOTE! Please note that this is a sample address. Please make sure to check your exchange page for the address that was generated for your exchange.

Upon receiving the required number of confirmations, your exchange will begin immediately.

Your deposit arrived too late

Every exchange's deposit address is monitored by ChangeNOW's automated deposit recognition system 24 hours a day. If a deposit is made after this time frame, it will not be recognized.

If you run into this problem, please contact our support team.

Your funds were sent from a smart contract

Deposits from smart contract addresses do not proceed automatically with ChangeNOW. In some cases, an exchange can be processed manually with such a deposit. 

Please contact our support team if you've already sent your funds.

For XRP, XLM, ATOM, EOS, BNB MAINNET exchanges

ChangeNOW uses one address for all deposits of the following currencies: XRP, LUNA, UST, XLM, EOS, ATOM, HBAR, XEM, BANDMAINNET, AVA. To link deposits to their exchanges, we rely on unique memos/destination tags.

You can see your uniquely generated memo on the exchange page:

NOTE! The format of the memo/destination tag may vary depending on the currency.

If you forgot to specify the memo or made a mistake in it, please contact our support team so they can identify your exchange and help you.

You sent us the wrong currency

For example, if you accidentally send us ETC instead of ETH. Since our system will only be checking the deposit address in the ETH blockchain, your ETC will not be picked up.

In such situations, please contact our support team. We will do our best to help you retrieve your funds.

Please note, however:

• In such cases, we cannot guarantee a full refund.
• The process could take an indefinite amount of time to complete.

You sent us the old token

In this case, your deposit will not be recognized. Contact our support team if you experience this. We will do our best to help you retrieve your funds.

You sent a deposit to the wrong network

For example, you sent ETH (BSC), but you selected ETH (ERC20) when creating the exchange. In this case, the exchange will not be completed automatically. Choosing the right ticker will help you avoid unexpected delays.

In the exchange creation page, your network is mentioned next to the coin ticker:

In some cases, we will be able to continue the exchange manually.

Please contact our support team if you've already sent your funds. 

If the information on this page does not answer your question, please don’t hesitate to contact our support team (support@changenow.io). We are available 24/7!