This might be due to several reasons.

  • The transaction hasn't been included to a blockchain. Cryptocurrencies aren't stable, so minor errors might occur. Either can we refund money or push a payment through if you provide the hash (a tx ID) of your transaction.
  • ETC and ETH confusion. The addresses of Ethereum (ETH) and Ethereum Classic (ETH) are of the same structure. If you send ETC or ETH, make sure that you've created an appropriate transaction on CoinSwitch. For example, if you create an ETH to BTC transaction, make sure that you send ETH, not ETC. Otherwise, your transaction will be stuck.
  • Wrong XEM message. While sending XEM, make sure that you've put a correct message. It's indicated here and looks like a combination of digits and letters. Messages like 'Hey how are you', 'I love CoinSwitch' etc. are lovely but don't work, unfortunately :)
  • Other internal errors. Even our perfect system may lag or experience internal issues. If you suppose that this is the case, report it to support@coinswitch.co