Why is my transfer delayed?
Normal causes
- Source-chain finality. The payout is only released after the pay-in is final. On a congested chain, that wait dominates the total time.
- Fee underpayment on the pay-in. If your own transaction is stuck in the mempool, nothing downstream can start. Check it in the explorer first.
- Destination account setup. On Stellar, a missing trustline or an unfunded account blocks delivery until it is fixed.
Less common causes
- A liquidity provider being temporarily unavailable, which triggers a re-route or a refund — see what happens when a route is unavailable.
- An amount below the route minimum, which is rejected rather than partially settled.
What to check, in order
- Your pay-in transaction in the source chain explorer — is it actually confirmed?
- The status page for a known incident.
- The destination address in its explorer — occasionally the funds have arrived and the wallet has not refreshed, or the asset is not displayed because the wallet does not show it by default.
What to send support
- The source transaction hash.
- The destination address.
- The route: source chain and token, destination chain and token.
- The amount sent and the time.
FAQ
My pay-in confirmed but nothing arrived. Are my funds lost?
No. A transfer that has been paid in reaches a terminal state — it settles or it is refunded. Keep the source transaction hash; that is the identifier used to trace it.
How long should I wait before reporting a problem?
Wait for the estimated completion time on the route page, plus a margin for source-chain congestion. Beyond that, report it with the source transaction hash.
