General Troubleshooting Tips
Login Issues
Problem: Can't log in to Changelly account
Solution:
- Double-check your password and login details
- Clear browser cache and cookies
- Contact Changelly support if issue persists
Password Recovery Email Not Received
Steps to resolve:
- Wait at least 5 minutes (delivery delays possible)
- Check your spam folder
- Search inbox for "Changelly"
- Contact support if still not received
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Transaction Status Problems
Stuck Exchange Transactions
Changelly transactions typically complete within 5-30 minutes after blockchain confirmation. Delays occur due to:
| Transaction Stage | Common Issues | Solutions |
|---|---|---|
| Waiting for payment | Blockchain overload, wrong wallet address, incorrect memo/tag | Wait for confirmations; contact support |
| Confirming | Insufficient blockchain confirmations | Wait for required confirmations |
| Exchanging | Market overload, partner technical issues | Wait for resolution |
| Sending | Blockchain congestion | Transaction is processing |
"Not Paid" Status Despite Sending Funds
Possible reasons:
- Sent to wrong wallet address
- Missing memo/tag (for XML, XEM, XRP)
- Technical issues with cryptocurrency
- Used previously used wallet address
Action: Contact support with:
- Transaction hash
- Changelly Transaction ID
Wallet Address Questions
Invalid Wallet Address Recognition
Causes:
- Typographical errors
- Extra spaces
- Wrong cryptocurrency address type
- Network mismatch (e.g., sending ERC-20 to Omni address)
Solution:
- Carefully retype address
- Ensure correct network protocol selected
USDT Variations Explained
Changelly supports 6 Tether versions:
- USDT (Omni)
- USDTBSC (BEP-20)
- USDTRX (TRC-20)
- USDT20 (ERC-20)
- USDTAVAC (Avalanche)
- USDTSOL (Solana)
Always verify:
- Correct version selected
- Matching wallet address format
Transaction Status Explanations
"Not Yet Redeemed" Status
Appears in DASH, DOGE, and Bitcoin-based blockchains
Meaning: Transaction complete but funds not yet spent
Completed Transaction But No Funds Received
Troubleshooting steps:
- Update/sync wallet
- Verify destination tag requirements (XRP, XEM, Stellar)
- Check internet connection
- Contact wallet support
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Security & Technical Issues
Lost 2FA Device
Solution: Contact support to disable 2FA
Contract Address Warnings
Important: Some currencies don't accept contract addresses
Affected networks:
- Ethereum
- CELO
- Tron
Recommendation: Confirm address type with wallet provider
NEO Invocation Payments
Key facts:
- Not automatically processed by Changelly
- Require manual handling (20 business day resolution)
- Funds never lost but delayed
Prevention: Send non-invocation payments only
Frequently Asked Questions
Q: How long should I wait for a stuck transaction?
A: Typically 30-60 minutes; if longer, contact support
Q: What's the difference between USDT and USDT20?
A: Different network protocols (Omni vs. ERC-20)
Q: Why does my wallet say invalid address?
A: Likely network mismatch or typo
Q: What if I sent funds without memo/tag?
A: Contact wallet provider for recovery options
Q: Can I cancel a transaction?
A: Once initiated, blockchain transactions are irreversible
Q: How do I verify transaction status?
A: Check blockchain explorer with provided hash ID