---
title: Support: reach us with your swap ID | Sablebolt
description: How to reach Sablebolt support, what to have ready, and quick answers for a swap that looks stuck.
url: https://sablebolt.io/support
---

Company

# Support

Have the swap ID ready — it is on the status page and in its link.

## Contact

[E-mail support@sablebolt.io](mailto:support@sablebolt.io)[Telegram @sablebolt_bot](https://t.me/sablebolt_bot)[Security reports security@sablebolt.io](mailto:security@sablebolt.io)

## Before you write

My swap has been "Confirming" for a long time.

The swap starts after the sending network confirms the deposit. Bitcoin and Monero take longer than TRON. Check your transaction on the explorer linked from the status page.

I lost the status link.

Write to us with the deposit transaction hash and we will find the swap.

I sent a different amount.

The swap is made for the amount that actually arrived, at the rate in force when the deposit confirmed. If the amount is below the minimum for the route, write to us with the swap ID: a return is possible, less the network fee.

I sent on the wrong network.

Write to us with both the swap ID and the transaction hash. What can be done depends on the network and on who controls the receiving address.

What should my message contain?

The swap ID (from the status page or its link), the deposit transaction hash, and one sentence on what you expected and what happened. With those three things most questions are answered in one reply; without the ID we first have to find the swap.

Can a swap be cancelled?

Before you send the deposit, nothing has happened: close the page and the swap simply never starts. After the deposit is sent, the swap runs; if it cannot be completed, write to support with the swap ID — there is no automatic refund, every such case is handled by hand.

What can support do, and what can it not?

Support can find a swap, tell you its real state, pass a case to the liquidity partner and chase it. Support cannot reverse a blockchain transaction, recover a payout sent to a wrong address or without a required memo, or change a rate after the deposit has confirmed.

Will I be asked to verify anything?

The swap is carried out by a liquidity partner, and no account is needed for it. Take care of one thing — give the real address you will send from — and we take care of the rest.