Help & FAQ
Quick guidance for quotes, networks, tracking, permanent addresses, and refunds.
How does a one-time swap work?
Choose what you send and receive, enter the amount and your receiving address, then create the swap. Send the exact asset on the exact network shown to the one-time deposit address. You can follow confirmations, conversion, and delivery from the secure receipt.
What is a permanent AutoSwap address?
It is a reusable deposit address connected to your Zano wallet. Each eligible deposit is automatically converted to your selected settlement asset—fUSD or ZANO—and delivered to that wallet. It is for conversion, not for storing a balance.
What is the difference between floating and fixed rates?
A floating quote follows the executable market rate when your confirmed deposit is converted, so the result can move slightly. A fixed quote protects the displayed amount for its stated time and conditions. The swap form shows the available choice and refreshes expiring quotes automatically.
Are fees added after I create the swap?
No. The estimated amount you receive already reflects the quoted service and execution costs. Your wallet may separately charge the network fee for sending the deposit. A recovery or refund can also require a network fee.
What happens if my amount is below the minimum?
For a one-time swap, do not send below the minimum shown. At a permanent AutoSwap address, same-asset deposits can wait until they meet the route minimum or the live route fits the fee limit.
What if I use the wrong network or forget a memo or tag?
Stop and contact support with your receipt link and deposit transaction ID. A wrong network, asset, memo, or tag can delay the swap and may make the funds unrecoverable. Always copy the network and any required memo exactly as shown before sending.
How long does a swap take?
Timing depends mainly on the deposit network's confirmation speed and current liquidity. The secure receipt separates “deposit detected,” “confirming,” “converting,” and “sending to you” so a normal blockchain wait does not look like a failed swap.
How do I track a swap or get help?
Keep the complete secure receipt link, including the part after the # symbol. Open Track an order and paste that link to return to the live status page. For an existing order, use its “Get help” control. You can also email support@xchgo.com. Support will never ask for a private key or recovery phrase.
What happens if a swap cannot complete?
The order is reviewed for a safe refund when one is technically available. Any recorded refund address and the original sending network are used to determine the return path. Blockchain and recovery costs may be deducted, and completed blockchain transactions cannot be reversed.
Still need help? Email support@xchgo.com or open your secure receipt and select “Get help.”