Ramp Network is still waiting for my crypto
Check your sending wallet for a transfer hash. If the transfer is still pending, wait for its blockchain status to update or ask your wallet provider for help.
If it is confirmed, compare the asset, network, sender address, destination address, amount and any memo or tag with the swap instructions. Do not send a second transfer because the first has not appeared.
My crypto was received, but the swap is still processing
Most straightforward swaps complete within a few minutes after receipt. Blockchain congestion, verification checks or technical issues can take longer.
Check your email for a request from Ramp Network and follow any instructions in the transaction flow. If the swap has been pending for more than 3 hours, contact Ramp Network support with your transaction ID and transfer hash.
The swap is complete, but the crypto is not in my wallet
Compare the destination asset, network and receiving address on the transaction details with the wallet you are viewing. Check the outgoing transfer on the correct blockchain if a transfer hash is available.
A token on another network will not appear in the balance for your current network. Your wallet may need to display the relevant supported network or token. If the blockchain shows delivery but your wallet does not, contact the wallet provider. If no outgoing transfer is shown or the details are unclear, contact Ramp Network support.
I sent the wrong asset, used the wrong network or sent from a different wallet
The swap may not be processed as requested. Stop and contact support with the original transfer details. Do not send more funds or assume Ramp Network can change the transaction.
Where a transfer can be refunded after verification, the refund is returned on the applicable source network to the original wallet, less applicable network fees. Some wrong-network or unsupported-asset transfers may not be recoverable.
I sent more or less than requested
A supported transfer with a different amount may have its swap output recalculated based on the amount actually received. Do not assume every mismatch is accepted: check the transaction status and contact support if it cannot proceed. Always send the exact amount requested for a new swap.
How long does a swap refund take?
Refunds that require verification can take up to 5 business days. Follow any transaction-specific update from support, and contact them if that estimate passes. Include the transaction ID, incoming transfer hash, assets and networks, and any outgoing or refund transfer hash. Never share a private key or recovery phrase.