Navigating cryptocurrency exchanges can sometimes come with technical hiccups. If you're encountering issues while using Changelly, this comprehensive troubleshooting guide will help you identify and resolve the most common problems—quickly and confidently.
From login troubles to delayed transactions and wallet address errors, we’ve structured this guide with clear headings, actionable steps, and expert insights to ensure a smooth user experience.
🔐 Login & Account Access Issues
I Can’t Log In
If you're unable to access your account, start by double-checking your email address and password for typos. Even a single incorrect character can block access.
Next, try these steps:
- Clear your browser’s cache and cookies.
- Try logging in using a different browser or incognito mode.
- Ensure two-factor authentication (2FA) isn’t blocking access due to lost or outdated devices.
If the issue persists, contact Changelly support directly. They can verify your identity and assist with account recovery.
👉 Get fast support for login issues now.
I Didn’t Receive the Password Recovery Email
After requesting a password reset, allow up to 5 minutes for the email to arrive. Delays are common due to server load or filtering.
Still no email? Follow these checks:
- Look in your Spam or Junk folder.
- Search your inbox for “Changelly” to locate the message.
- Confirm you entered the correct email linked to your account.
If none of these work, reach out to support with your registered email and transaction history if available.
⚙️ Exchange Transaction Problems
My Exchange Is Stuck – What Should I Do?
Changelly transactions go through four key stages:
- Waiting for Payment
- Confirming
- Exchanging
- Sending
Processing typically takes 5–30 minutes, but delays can occur due to blockchain congestion or incorrect inputs.
Let’s break down each stage:
1. “Waiting for Payment” Status
This means Changelly hasn’t received your funds yet. Possible reasons include:
- Blockchain congestion: Transactions are queued; wait for network confirmation.
- Wrong wallet address: Sending to an old or reused Changelly address may cause failure.
- Missing memo/destination tag: Required for XRP, XEM, EOS, BNB, and others. Without it, funds may not be credited.
- Incorrect currency or network: Sending ERC-20 USDT to an Omni address (or vice versa) will fail.
- Using an outdated contract: Especially relevant for ETH or BSC-based tokens.
💡 Tip: Always copy wallet addresses directly from Changelly and verify the network protocol before sending.
2. “Confirming” Stage
Different cryptocurrencies require varying numbers of blockchain confirmations. For example:
- Bitcoin (BTC): 3–6 confirmations
- Ethereum (ETH): 12+ confirmations
Changelly cannot speed up this process—confirmations depend entirely on the blockchain network. Zero confirmations mean we can’t proceed.
3. “Exchanging” Stage
Delays here may stem from:
- High demand for a trending coin (“market overload”).
- Temporary technical issues at Changelly’s liquidity partners.
In rare cases, large-scale disruptions are announced publicly. Monitor Changelly’s official channels during prolonged delays.
4. “Sending” Stage
At this point, your exchange is complete, and funds are en route to your wallet. However, network congestion (especially on Ethereum or Tron) may slow delivery.
Wait patiently—your transaction hash should show movement on a blockchain explorer.
🧩 Wallet Address & Compatibility Issues
What Is a Wallet Address on Changelly?
A wallet address is where you send your initial cryptocurrency to begin an exchange. Each currency has a unique deposit address, and Changelly addresses are single-use only.
Never reuse an old address—doing so risks permanent loss of funds.
My Wallet Address Is Invalid
If Changelly flags your recipient address as invalid:
- Check for typos or extra spaces.
- Confirm the correct cryptocurrency type (e.g., ETH vs. BEP-20 ETH).
- Ensure you’re not entering a contract address when a standard one is required.
For example:
- Sending USDT ERC-20? Your address must start with
0x. - Receiving USDT Omni? It starts with
1.
Mismatched networks = failed transactions.
👉 Avoid network errors with correct crypto pairing tools.
USDT vs. USDT20: What’s the Difference?
Many users confuse Tether versions. Here’s what you need to know:
| Tether Version | Network | Example Address Start |
|---|---|---|
| USDT (Omni) | Bitcoin Layer | 1... |
| USDT20 (ERC-20) | Ethereum | 0x... |
| USDTRX (TRC-20) | Tron | T... |
| USDTBSC | Binance Smart Chain | 0x... |
Always select the exact version supported by your wallet. If you want ERC-20 USDT, choose USDT20 in the currency list.
🔔 Changelly supports six Tether variants: USDT, USDTBSC, USDTRX, USDT20, USDTAVAC (Avalanche), and USDTSOL (Solana).
🔄 Transaction Status Explained
What Does “Not Yet Redeemed” Mean?
On DASH, DOGE, or Bitcoin-based chains, this status means your coins have been received but not yet spent in another transaction. Your funds are safe—they’re just idle.
No action is needed unless the exchange doesn’t progress beyond this stage after several hours.
I Sent Money, But Status Says “Not Paid”
Even if you’ve sent funds, Changelly might not detect them. Possible causes:
- Sent to a non-Changelly address
- Missing destination tag/memo
- Used a previously used wallet address
- Network-level transaction failure
- Delay in system recognition
Solution: Contact support with:
- Your transaction hash
- Changelly Transaction ID
- Screenshot of the transfer
They’ll investigate manually.
I Forgot to Include a Memo or Destination Tag
If you sent XRP, XEM, or similar coins without a memo:
- The transaction may reach the wallet provider but won’t be credited automatically.
- Contact your wallet’s customer support immediately—they may recover it using internal logs.
Unfortunately, Changelly cannot intervene once the transaction is broadcast without proper data.
Transaction Completed, But Funds Not in My Wallet
If the blockchain shows success but your wallet doesn’t reflect the balance:
- Sync or update your wallet app.
- Check if your wallet requires a memo/tag for deposits.
- Ensure stable internet connection during sync.
- Verify that you’re checking the correct network (e.g., MetaMask ERC-20 vs. BSC).
Most issues stem from local wallet display errors—not lost funds.
👉 Ensure your wallet supports incoming crypto types seamlessly.
🔐 Security & Recovery
I Lost My 2FA Device
If you’ve lost access to your 2FA app:
- Contact Changelly support at [email protected]
- Provide proof of identity and account ownership
- Request 2FA disablement so you can regain access
Prevent future lockouts by setting up backup codes or using multiple authenticator apps.
🌐 Advanced Considerations
Ethereum, CELO & Tron: Avoid Contract Addresses
When entering a recipient address for ETH, CELO, or TRX:
- Use a standard external address, not a smart contract.
- Some wallets generate contract-based addresses that block external transfers.
If your ETH transaction is delayed post-exchange:
- Contact support immediately
- Be ready to provide a valid non-contract address
NEO Invocation Payments: Proceed with Caution
NEO allows two payment types:
- Standard transfers
- Invocation transactions (smart contract triggers)
Changelly’s system does not recognize invocation payments, as they don’t appear on most block explorers.
If you send one by mistake:
- Funds won’t be lost
- Manual refund processing takes up to 20 business days
To avoid delays:
- Confirm your wallet sends standard transfers
- Consult wallet support if unsure
❓ Frequently Asked Questions (FAQ)
Q: How long should I wait before contacting support about a stuck transaction?
A: Wait at least 30–60 minutes. Many delays resolve themselves due to network congestion.
Q: Can I cancel a transaction after sending funds?
A: No. Cryptocurrency transactions are irreversible once broadcast to the blockchain.
Q: Why does Changelly use single-use addresses?
A: For enhanced security and accurate tracking. Reusing addresses risks misattribution or loss of funds.
Q: What info should I provide when contacting support?
A: Always include your Transaction ID, blockchain hash, and screenshots of both Changelly and blockchain explorer pages.
Q: Are my funds safe if a transaction gets stuck?
A: Yes. Unless sent to an invalid network or forgotten memo, your assets remain secure and recoverable.
Q: Does Changelly support all wallet types?
A: Most wallets are compatible—but always verify network and token standards match before sending.
By following this guide, you can resolve most issues independently or prepare precise information for faster support resolution. Stay informed, double-check every detail, and enjoy seamless crypto exchanges with confidence.