Your wallet already deducted the coins, but the crypto exchange order pending screen has not moved. For a stuck crypto swap, what to do first is copy the YBEX Request Number, refresh the order page with F5, then check the deposit TxID on the send-side explorer separately from any payout hash. That split tells you whether to wait for confirmations, answer an AML request, or open official support. Do not send the same amount again.
Summary: If a swap is stuck, copy the YBEX Request Number and the exact status before you send again. Check the deposit TxID on the send-side explorer separately from any payout TxID. Wait when the network is still confirming and no AML request arrived. Open official site chat or [email protected] when the deposit is confirmed but the order is cancelled, in kyc, or the payout does not match your wallet.
YBEX is an instant crypto exchange at ybex.io. Homepage copy calls exchanges “instant.” Treat that as marketing, not a clock. The public processing window in the Terms of Use (clause 6.5) is 30 minutes to 72 hours. Check swap transaction status on the live order page and on a blockchain explorer (a public receipt book for that chain). Do not create a second swap for the same coins.
How to confirm the YBEX order ID and what the status means
Do this first: open the order you already created. The unique identifier is the Request Number on the order page, or in Exchange History if you logged in. Copy that ID before you talk to anyone. If the page looks stale, press F5. “Executed” means funds were sent to the recipient details you specified.
API v2 names machine states: created, kyc, trading, withdraw, refund. Created waits for your send. Kyc is a compliance pause. Trading converts the deposit. Withdraw starts the payout. Refund is operator-side, not a retail Cancel button. Don’t create a second order “just in case.” An unused form expires in 15 minutes. If you already sent after a cancel, go to official chat with the ID and TxHash.
Workflow:
Order ID + status (F5) → deposit TxID on source explorer → pending vs confirmed → payout TxID / Executed → wait (network) or official support → never resend / never DM a seed
- Open the live YBEX order page or Exchange History and copy the Request Number plus the exact status.
- Refresh with F5 if the status looks outdated, then save a screenshot.
- Find the send-side TxID in your wallet and open the explorer for the same network named on the order.
- Confirm the deposit exists, the deposit address matches, and whether the row is pending or confirmed.
- If the deposit is confirmed, look for Executed or a payout txId on the destination network, including memo or tag if needed.
- Sort the cause: network, kyc/AML, 15-minute form expiry or late BTC after auto-cancel, or a wrong address/network.
- Wait out the 30 minute to 72 hour window if the deposit is unconfirmed.
- Write site chat or [email protected] with Order ID, pair, networks, amount, deposit TxID, receive address, and a status screenshot if the deposit is confirmed but the order is cancelled, in kyc, or the payout is missing.
Check send-side confirmations vs receive-side credit
Do split the swap into two shoulders. Send-side is coins leaving your wallet toward the YBEX deposit address. Receive-side is what should arrive at your destination. A TxID is the receipt number. Confirmations are new blocks piled on after your send. Pending means the network has not locked the send yet. Confirmed means the chain accepted it. No TxID yet often means the wallet is still broadcasting. Still do not resend.
Use the explorer for the network printed on the order. USDT on TRC-20 is not the same pipe as USDT on ERC-20. If you later create a fresh pair, match ticker and network the way the USDT to DASH how-to walks through. Don’t paste an old deposit address. If the deposit is confirmed, hunt the payout on the destination explorer, including a destination tag or memo (an extra apartment-number field used by XRP, XLM, or TON) when the asset needs one. FIXED locks the rate at create; FLOATING follows the market until completion. Don’t treat a rate change as a broken order. Don’t use a DEX “Speed Up” to fix a YBEX ticket.
How to separate network delay from an AML hold vs a wrong address
Do name the basket before you escalate. YBEX is not a custodian (Terms 2.6). Delays may be technical or compliance-related. Creating an order is consent to a possible AML/KYC review.
| Basket | How you know | Do this | Don’t do this |
|---|---|---|---|
| Network / confirmations | Sent in wallet; explorer pending; no AML email | Wait 30 minutes to 72 hours. Refresh F5. | Don’t send a second payment or invent a confirmation count. |
| AML / KYC hold | State kyc; official request for ID, source-of-funds, or a dated selfie | Reply only on the YBEX channel or AMLBot Forms they name. | Don’t treat the hold as a broken swap or send docs to a first-contact DM. |
| User error | Wrong network or address, missing memo/tag, send after the 15-minute cancel, BTC confirmed after auto-cancel | Open website chat immediately with Order ID and TxHash. | Don’t expect a guaranteed return from a wrong address or chain (Terms 2.5 / 6.2). |
Verdict: Pending explorer and no documents request: wait. Confirmed deposit plus kyc: follow the official request. Send after a cancelled form or to the wrong network: escalate the same day with hashes.
Homepage lines about converting “anonymously” and “without verification” are marketing. Terms 2.7 say AML and KYC checks are mandatory for certain transactions. The AML Policy can freeze a transfer until KYC. A risk score higher than 40% or labels such as SCAM, MIXING, or SANCTIONS can freeze it indefinitely until full KYC. Don’t open a second order to skip that review.
When to wait vs when to open support with a TxID
Do wait when the deposit is still unconfirmed and there is no kyc request. Use the 30 minutes to 72 hours window in Terms 6.5. Open official support sooner if the deposit is confirmed but the order shows cancelled, the status is kyc, you sent after the form expired, or a payout hash shows success while your wallet is still empty. Use live chat on ybex.io and/or [email protected]. If Bitcoin confirmed after auto-cancel, contact website chat with application details and the TxHash. Don’t invent a confirmation-window length or send a second BTC payment. There is no retail Cancel after a deposit. Terms 6.5 may refuse a request and return coins to the sender’s address with no additional fee; that is operator-side, not a button.
Avoid sending secrets to strangers who DM you first
Do treat inbound DMs as hostile until the person is on a channel you opened. Official places: the order page, [email protected], site chat, and the official Telegram t.me/ybex_io. Real support asks for Order ID and TxID, not the words that control the wallet. Don’t share a seed, click “connect wallet,” pay a recovery fee, or send a second deposit “to unlock” the first one.
Follow these next steps after you check the order
Do only the next action that matches your basket. Pending explorer: wait and refresh. Official kyc mail: answer there. Confirmed deposit plus cancelled or mismatched order: open official chat. When this order is finished and you need a new swap, use the widget on https://ybex.io/ and copy the deposit address from that new order only.
- Keep the Request Number and both TxIDs in one note.
- Recheck the matching explorers before you message anyone.
- Wait or escalate using the table, not a stranger’s script.
- If you create a later order, copy network, address, and memo from the new UI.
- If EU/EEA residency applies to you, do not use the swap; homepage and AML Policy restrict that access.
Frequently asked questions
How long should a YBEX swap take?
Treat homepage “instant” as marketing. Terms 6.5: processed within 30 minutes to 72 hours. Unconfirmed deposit: wait and refresh (F5). Confirmed deposit, window passed, no AML request: open site chat with Order ID plus TxID.
What if Bitcoin is still unconfirmed, or it confirmed after my application was cancelled?
Do not send a second BTC payment. If confirmations arrived after auto-cancel, use website chat with the application number and TxHash. Do not invent a confirmation-window length.
Can I cancel a swap?
There is no documented retail Cancel after a deposit. An unused form expires in 15 minutes; create a new order only if you have not sent funds. After a send, contact official support. A possible return to the sender’s address under Terms 6.5 is operator-side, not a button.
Status is Executed (or withdraw) but I do not see funds. What do I do?
Copy the payout txId, open the destination explorer, and confirm network plus memo/tag. If the explorer shows success and the wallet still does not, write [email protected] or site chat with Order ID and payout TxID.
Why was I asked for ID if the homepage says no verification?
Terms 2.7: AML/KYC is mandatory for certain transactions. Use official support or Live Chat, not a DM. After a positive AML review the policy may offer a 5% fee refund to the original send address (7 business days) or a resume at market rate within 36 hours of consent. Review may take up to 30 days if the liquidity provider has not frozen the asset. Assets that fail AML are not subject to exchange or refund.
Someone on Telegram says they can unstick my swap. What should I do?
Stop. Official channels are the order page, ybex.io/support, site chat, [email protected], and t.me/ybex_io. Never share a seed phrase or pay a recovery fee to a stranger.