Help & Support
Frequently asked questions and support information
How does True Swap work?
True Swap is a non-custodial cryptocurrency exchange. You send your crypto to our deposit address, we swap it through our liquidity pool, and send the converted crypto to your destination address. You maintain control of your private keys throughout the process.
How long does a swap take?
Typical swap times vary by network:
- • Bitcoin: 30-60 minutes (6 confirmations)
- • Ethereum: 5-15 minutes (12 confirmations)
- • Other networks: 2-10 minutes (3-6 confirmations)
What's the difference between Fixed and Floating rates?
Fixed Rate: Rate is locked for 30 minutes after order creation. Higher fees but guaranteed rate.
Floating Rate: Rate may fluctuate until order is created. Lower fees but rate not guaranteed.
Do I need to create an account?
No account required! Simply provide your destination address and we'll process your swap. No KYC, no registration, no personal information needed.
What if I send the wrong amount?
You must send exactly the amount specified in your order. If you send more or less, the transaction may fail and your funds will be refunded to your refund address.
What networks are supported?
We support Bitcoin, Ethereum, Polygon, BSC, XRP, Stellar, Tron, and Solana networks. More networks are being added regularly.
Possible causes:
- Incorrect deposit address
- Missing memo/tag (required for XRP, XLM)
- Wrong network (e.g., sending ERC-20 to BSC address)
- Insufficient network confirmations
Solution: Check your transaction details and wait for more confirmations.
Cause: Fixed rate orders expire after 30 minutes if no deposit is received.
Solution: Create a new order and send your deposit within the time limit.
Possible causes:
- Insufficient liquidity
- Network congestion
- Invalid destination address
Solution: Your funds will be automatically refunded within 24 hours.
Is True Swap safe?
Yes, True Swap is non-custodial, meaning we never hold your private keys. Your funds are only in our custody during the brief swap process.
What if True Swap gets hacked?
Since we're non-custodial, we don't store large amounts of crypto. Any funds in our system during swaps are insured and would be covered.
How can I verify transactions?
All transactions are recorded on their respective blockchains. You can verify deposits and withdrawals using blockchain explorers.
Need help? Contact our support team:
Real-time chat support during business hours
- • Email: Within 24 hours
- • Live Chat: Within 5 minutes (business hours)
- • Urgent issues: Escalated immediately