Swap Troubleshooting

Swap problems occur at different stages. First determine whether Gem Wallet is still requesting a quote, preparing the transaction, waiting for the source blockchain, or tracking a cross-chain provider.

important

Do not submit the same swap again until you know the status of the first attempt. A second submission is a separate transaction and can spend funds twice or create another provider deposit.

Before Confirming a Swap

Review the current quote rather than relying on an earlier screenshot:

• Confirm the pay and receive assets and both networks.
• Check the provider, rate, estimated receive amount, minimum received, slippage, price impact, estimated time, and network fee.
• Keep enough of the source network's native asset for fees when swapping a token.
• Check any minimum amount displayed by the provider.
• Treat a high-price-impact or high-slippage warning as a reason to stop and verify the route.

Gem Wallet requests live quotes from every eligible provider. Quotes refresh approximately every 30 seconds while the Swap screen remains active, so values can change before confirmation.

No Quote Is Available

A quote can be unavailable because no provider supports the exact asset pair and direction, the amount is below a provider minimum, liquidity is unavailable, the route is invalid, the device is offline, or a provider request failed.

1. Verify the complete token name, network, and contract address.
2. Check the internet connection.
3. If Gem Wallet displays a minimum, use Use Minimum Amount or enter a valid larger amount only if you intend to trade that amount.
4. Select Try Again or Retry when available.
5. Change the amount or asset pair to request new quotes.
6. If quotes appear from multiple providers, compare them using the provider selector.

After a quote request fails, Gem Wallet stops automatic retries until you select Retry or change the request. Waiting on the unchanged error screen does not necessarily start another request.

Follow What to Do When No Swap Quote Is Available for the full reproducible checklist.

The Quote Changed Before Confirmation

The confirmation screen checks whether the selected quote is still current. A same-network quote can be requested again after one minute, while a cross-chain quote can be requested again after five minutes. Fees and balances can refresh even when the quote is still valid.

If the chosen provider no longer returns the route, Gem Wallet displays an error with Retry. It does not silently switch to a different provider on the confirmation screen.

Return to the Swap screen or retry, then review the new output, minimum received, provider, route, and fee. See Why Does My Swap Quote Change?.

The Swap Could Not Be Prepared

An error before device authentication means Gem Wallet did not submit a blockchain transaction. Common causes include an expired route, unavailable provider, changed minimum, invalid route data, fee-loading failure, or insufficient balance.

• Read the complete error shown in Gem Wallet.
• Recheck the available balance and native fee asset.
• Request a new quote rather than reusing an old deposit address or route.
• If a selected provider repeatedly fails, return to the Swap screen and choose another currently quoted provider.

Do not send assets manually to a contract or deposit address copied from an expired quote.

Understand the Transaction Status

Open the swap from Activity and use its current state:

Status	Meaning	Next step
Pending	The source transaction has been submitted but is not final on its blockchain.	Open the source explorer and wait for confirmation.
In Transit	The source transaction is confirmed and the cross-chain provider is processing the route or destination transfer.	Check the provider status and destination network.
Successful or Confirmed	The swap reached a final successful state.	Verify the destination balance and transaction.
Failed	The transaction or provider process failed.	Check whether the source transaction exists and whether funds left the wallet.
Reverted	A submitted smart-contract transaction was reversed by the network.	Review the explorer receipt and final fee.
Refunded	The provider returned funds instead of completing the destination transfer.	Locate and verify the refund transaction.

Read What Do Cross-Chain Swap Statuses Mean? for more detail.

The Source Transaction Is Pending

If the source explorer shows an unconfirmed transaction, the provider may not be able to continue yet.

1. Verify that the transaction ID exists on the correct explorer.
2. Check its fee, first-seen time, and confirmation status.
3. Do not create a replacement swap unless you understand how that network handles pending transactions.
4. Follow Why Is My Crypto Transaction Pending?.

A source transaction that is still Pending is different from a cross-chain swap that is In Transit.

A Cross-Chain Swap Is In Transit

In Transit means the source transfer is confirmed but the provider has not reported a final destination result.

1. Open the swap details and record the provider and source transaction ID.
2. Open the provider's official status page from What Are Cross-Chain Swaps?.
3. Verify the deposit, route, destination address, and any destination transaction ID.
4. Check the destination transaction on its own network explorer.
5. Allow for provider processing and confirmations on both networks.

Do not judge the complete cross-chain result from the source explorer alone. It proves the deposit, not the destination delivery.

The Swap Failed or Reverted

First determine whether a blockchain transaction was submitted:

• No source transaction ID is visible: do not assume nothing was submitted. Check the source address on its explorer before retrying. If the error occurred before authentication or submission, no blockchain transaction or network fee was created.
• Failed or reverted source transaction: the network processed the attempt but did not execute the swap. A network fee can still be charged.
• Successful source transaction but provider failure: check the provider record for a destination transaction, refund, or required action.

If the explorer shows a reverted transaction, follow Why Was My Transaction Reverted?. For fees charged by failed transactions, see Why Was I Charged a Fee for a Failed Transaction?.

The Received Amount Is Different

Compare the final output with the most recent quote and Minimum Received, not an older quote or current fiat price.

A difference can come from:

• Slippage within the accepted minimum.
• Price movement or liquidity changes before execution.
• Provider, protocol, destination-gas, or network fees included in the route.
• A partial route followed by a refund.
• Displayed rounding or the destination asset's decimal precision.

Open the provider status and destination transaction to verify the on-chain amount. If the output is below the protected minimum or the provider record conflicts with the blockchain, contact the provider with the public transaction IDs.

Do not increase slippage simply to force a route through. Review What Does Minimum Received Mean? and What Is Slippage?.

The Swap Was Refunded

Do not retry until the return transaction is confirmed and spendable. The returned asset, amount, or network may differ from the intended destination, and network or provider fees can reduce the amount.

Follow What Does a Refunded Cross-Chain Swap Mean? to verify the source transaction, provider record, refund transaction, returned asset, network, amount, and address.

The Swap Option Is Missing

The Swap action or an asset pair can be unavailable when the wallet cannot sign, an account still needs activation, no provider supports the route, the asset cannot be received by the selected wallet, or availability is restricted for that context.

Confirm that:

• The selected wallet can sign transactions and is not watch-only.
• Both assets and networks are supported.
• The destination asset can be received by the selected wallet.
• The app is updated to the latest available version.

What to Give Support

Open Settings > Support and provide:

• Source and destination transaction IDs, when available.
• Provider name and public provider swap identifier.
• Source and destination assets and networks.
• Status shown in Gem Wallet, the provider page, and each explorer.
• Amount, minimum received, slippage, and approximate time.
• Redacted screenshots of the error and public status pages.

Never share your recovery phrase or private key. They are not required to diagnose a swap.