So, it happened that your transaction is unfortunately failed, and it takes time to contact our support team and find out what happened. But there are common reasons why transactions fail that can easily be avoided.

One of these reasons is a low amount of coins that we have received from you.

When you set up your transaction, we warn you about the minimum amount that you can exchange including our fee (0,5%). If the amount you send is less than minimum requirements - transaction fails.


To avoid unexpected transaction fail by sending less you should be very attentive. It happens quite often when changing 0.00199 BTC, for example, you can accidentally send 0.000199 BTC. 


Network Fees

Don’t forget about network fees when sending the payment to Changelly. You must remember about including possible fees in the amount you are going to send to our address since some wallets show you transaction fee, others don’t, so you got to look for it in the settings. Changelly deducts the network fees at the end of the exchange. If the network fee turns out to be more than the amount exchanged, we won’t be able to send it.


Refund or not?

The low amount can be refunded whenever the transaction is failed before exchanging. In this case, we may refund the low amount, provided it is enough to cover network fees. If the amount is insufficient or exchanged already, the refund is technically impossible. 


Changelly strongly insists on checking twice the sum you’re about to exchange. 


Don’t panic if you send less if there is still enough to deal with network fee our support team (link) will get you a refund.