Why a swap is held for review

Every deposit goes through automatic checks, and most pass in seconds. A deposit is held for a person to review when one of these applies:

• Our risk screening gives the sending address a high score, for example for links to stolen funds, darknet markets, ransomware or mixers. A medium score leads to a review only for deposits worth $1,000 or more.
• The deposit is above the limit for swaps without an identity check in your country.
• The payout goes to an exchange account, the swap is worth $1,000 or more, and we do not yet have the account holder's name. This is the travel rule.
• We cannot see which address sent the deposit, so it could not be screened.
• Reliable live prices were missing for more than 30 minutes, so a person decides whether to complete or refund the swap.

How long it takes

We decide within 48 hours of holding the deposit, and the order page shows the deadline. If we miss it, the deposit is refunded automatically. After a risk check, the refund goes back to the address the coins came from.

The exceptions are sanctions matches, high-risk senders and problems with sending a payout. A compliance officer decides those, so they can take longer, and the order page says so instead of showing a deadline. For sanctions matches the law can require us to keep holding the funds.

What you can do

• If we ask for an identity check, start it from the order page. The swap continues once you are verified.
• If we ask for the exchange account holder's name, add it on the order page. The swap continues straight away.
• Add a refund address if your order has none, so a refund can go out without delay.
• For anything else, contact support with your order number.

A reviewer can clear the deposit, refund it, or freeze it when the law requires. The rules are in our compliance policy.