Your crypto swap has been processing for an hour. Should you wait, contact support, or send again? The answer depends on the blockchain status, whether the deposit matches the order, and whether an AML review is pending. Terms 2.13 sets a 30-minute to 72-hour processing window.
Summary: MarketExchange uses a 30-minute to 72-hour processing window, while pair pages say most swaps are processed in under 30 minutes depending on network congestion. The shorter estimate is not a deadline, and 72 hours is not a guarantee of successful completion. Check the TxID, confirmations, order details, Fixed lock, and official AML requests before acting.
How to read the 30-minute to 72-hour window
Terms 2.13 states that exchanges are processed within 30 minutes to 72 hours. It also covers refusal and return to the sending address without an additional fee in that specific situation. This is a processing window, not a promise of successful completion or a payout at a particular minute.
The BTC-to-ETH pair page separately says most swaps are processed in under 30 minutes depending on network congestion. That is service-page context, not a replacement for Terms 2.13. The clause does not specify the exact second from which 72 hours is measured, so distinguish order creation from matching deposit confirmation as a practical troubleshooting step, not a contractual definition.
| What you see | How to interpret it | What to do |
|---|---|---|
| Under 30 minutes | Pair-page context. | Context, not an escalation deadline. |
| One hour processing | Not automatically overdue. | Check TxID, confirmations, match, and AML. |
| 30 minutes to 72 hours | The stated processing window. | Wait if confirmed and matching. |
| More than 72 hours | The window has passed. | If confirmed and matching, submit one evidence-based support request. |
Read the MarketExchange Terms of Use. Keep this window separate from the Fixed lock, AML review, and seven-business-day claim period.
Step-by-step: check the transaction before you wait or escalate
A visible order does not prove its deposit is confirmed. Check the transaction and blockchain status before deciding what the delay means.
- Open the live order and record its order ID, pair, sending asset, network, amount, and status.
- Find the deposit TxID. If your wallet has not broadcast a transaction, there may be no TxID to inspect.
- Search the TxID on the explorer for the selected network. Check that the transaction, destination, and amount match the order.
- Read the confirmation count. Zero confirmations means the transaction is still at the network stage, not proof that the exchange is overdue.
- Compare the asset, network, amount, deposit address, and any required memo, Destination Tag, or Payment ID.
- Check the order page and official support or AML channel for a request for information or documents.
- Choose one action: wait for a live transaction, correct an unsent order before sending, or contact official support when the escalation conditions apply.
Bitcoin targets an average block interval of about 10 minutes, but actual intervals vary, so zero confirmations can last longer than an hour. MarketExchange does not specify a universal BTC confirmation count. Ethereum uses 12-second slots, although a slot can be empty; TRON produces blocks at approximately three-second intervals.
Use the block explorer guide for transaction identification.
Why network delay, AML review, and user errors need different actions
A processing status alone does not identify the cause. Classify the situation before waiting or opening a ticket.
| Situation | What it means | Next action |
|---|---|---|
| No deposit TxID | The transaction may not be broadcast. | Check the Fixed lock and payment instructions. |
| TxID, zero confirmations | The transaction is still at the network stage. | Monitor the explorer; do not duplicate the deposit. |
| Confirmed, matching deposit | The deposit reached the confirmation stage. | Allow the processing window unless another issue requires action. |
| Wrong network, amount, or memo | The payment may not match the order. | Contact official support with evidence. |
| AML or KYC request | The exchange may be paused for compliance review. | Respond through the official channel. |
| Confirmed match, no payout after 72 hours | The stated window has passed. | Escalate with one complete evidence packet. |
Terms 2.6 to 2.9 explain that AML/KYC checks apply to transactions and that flagged processing may be suspended, denied, delayed, or terminated for stated compliance and risk reasons.
An AML pause is not the same as a slow block. If documents are requested, respond through the official channel rather than waiting silently. The AML check page explains the information used for a check. Do not pay an unofficial unlock fee.
Terms 2.12 make the user responsible for the wallet address, network, MEMO, Destination Tag, and Payment ID. Waiting does not correct a wrong network or missing memo.
Checklist: stop a duplicate payment before sending again
A second payment does not reliably accelerate a pending swap and can create a second deposit or mismatch.
No deposit TxID: check whether the Fixed lock is still valid. If valid, follow the exact order instructions and send once.
Fixed lock expired before sending: create a new order and use its current instructions. Do not send to the expired order.
TxID with zero confirmations: wait for the network transaction to progress. Do not broadcast another payment.
Confirmed and matching: if no AML request or user error exists, wait within the 30-minute to 72-hour window. Do not resend.
Wrong network, memo, amount, or split deposit: stop and contact official support. Do not repair it with another transfer.
Confirmed match and more than 72 hours without payout: send one evidence packet through official support.
Under Terms 2.2.1, a Fixed rate is locked for the limited period specified on the platform. A late send, wrong amount, wrong network, or multiple transactions may affect recalculation, refund, or rejection. Floating rates use the market rate when the liquidity provider receives the funds.
When to contact MarketExchange support
Contact support immediately for a wrong network, amount, memo, split Fixed deposit, or official document request.
After 72 hours, if the confirmed deposit matches and no AML request is outstanding, submit one evidence-based support request.
Include the order ID, TxID, explorer link, order details, current status, timeline, and relevant official messages. Never include a seed phrase, private key, wallet password, or recovery phrase. Use official MarketExchange support or the support evidence packet checklist.
Compare the 72-hour window with other time references
These references should not be combined into one countdown.
| Time reference | What it applies to | What it does not mean |
|---|---|---|
| 30 minutes to 72 hours | Exchange processing under clause 2.13. | Not a guarantee of successful payout. |
| Fixed lock period | The platform’s limited Fixed-rate period. | Not the 72-hour processing window. |
| About 64 hours | Clause 2.10 manual-return wording in its stated context. | Not an ordinary swap ETA or universal refund promise. |
| Seven business days after completion | Claim submission period under clause 2.11. | Not a reason to wait seven business days before reporting a missing payout. |
Clause 2.10 limits refunds to technically possible returns to the original sending address; its about-64-hour manual-return reference belongs to that context. Clause 2.11 gives seven business days after completion to submit a claim.
Frequently asked questions
Is 72 hours a guarantee that my crypto swap will succeed?
No. Terms 2.13 gives a 30-minute to 72-hour processing window, not a guarantee of successful completion. Use 72 hours as the review point for a confirmed, matching, unresolved order.
Should I open support if my swap is still processing after one hour?
Check the TxID and confirmations first. BTC at zero confirmations may still be in the network stage. A confirmed, matching deposit with no AML or user-error issue is not overdue after one hour; contact support sooner for wrong details or an official document request.
Can I cancel a pending swap at hour two?
Do not: assume two hours makes a pending order cancellable. Check the live order and contact official support. Refunds remain subject to Terms 2.10; do not send another transaction or assume cancellation reverses an already broadcast payment.
What if my Fixed rate expired while I was waiting?
If you have not sent funds, create a new order and use its current instructions. If you already sent the deposit, do not send again. Contact support with the original order ID and TxID if the order no longer reflects it.
What should I do if BTC has zero confirmations for more than an hour?
Check the transaction on the correct Bitcoin explorer. Bitcoin targets an average block interval of about 10 minutes, not a guaranteed interval. Longer zero confirmations are a network issue, not by themselves proof that MarketExchange is overdue. Do not resend.
What if MarketExchange asks me for AML or KYC documents?
Respond through the official support or compliance channel using the supplied instructions. Terms 2.7 to 2.9 allow compliance-related suspension or delay. Do not wait silently until hour 72 or pay an unofficial unlock fee.
When should I contact support after the 72-hour window?
If the deposit is confirmed and matching, no AML request is unresolved, and no payout arrived after the stated window, submit one evidence packet through official MarketExchange support with the order ID, TxID, explorer link, details, status, and timeline.
Disclaimer: The material in this article is not financial or investment advice. Everything stated here reflects the author's personal view and should not be treated as a recommendation to trade or invest. We make no warranties regarding the accuracy, reliability or completeness of the information presented. Cryptocurrency markets are highly volatile and can move unpredictably. Before committing any funds, every investor, trader or crypto user should study several independent sources and check the regulations that apply in their own jurisdiction.