Most of the times you can see the status of an exchange directly from the exchange history in the app. For this, open the exchange section in the app, and at the top right corner of the screen select "Exchange history". There you will find a list of your exchanges made in the app and can select them to get more details.
If an entry is still "waiting for deposit" or "waiting for exchange", it's possible that your device didn't automatically update the exchange status. In this case you can press the refresh button at the top of the screen to force a new refresh.
You can also follow the status of exchanges via a normal browser. Along with the other details of your exchange, you will find the exchange ID. You can open the links below to follow exchanges via their ID. Simply replace "ID" in the links below with the actual ID you see in the app:
Coinomi does not store any user information on its servers. There are no central logs or backups of your exchanges. Instead, the exchange history is stored locally. Reinstalling the app or restoring on a different device will restore all balances, but not the list of exchanges.
For Changelly exchanges, use the API https://x.coinomi.net/v4/changelly/txStat/q?txid=TRANSACTION_ID. Replace "TRANSACTION_ID" for the actual ID of the transaction sending coins to the exchange. If it's an ETH/ETC/EXP transaction, it must start with "0x". If the transaction isn't found, the page will not load, and is also an indicative of a problem in the exchange, if the transaction is confirmed on the blockchain.
Below is an example of a failed exchange. When opening the exchange history page, you would see the same error message.
This is an example of a possibly "stuck" exchange. When opening the exchange history page, you would see this as "waiting for exchange".
When exchanges fail or get stuck like this, Changelly must be contacted at https://changelly.freshdesk.com/ or firstname.lastname@example.org. Inform them the ID of the transaction in text form. Open the transaction sending coins to them and tap+hold the transaction ID to copy-paste it. Also provide Changelly an address of the coin you sent so you can receive a refund.
For Shapeshift exchanges you can use their API: https://shapeshift.io/txstat/ADDRESS Here is an example of a successful shift:
Replace "ADDRESS" in the link above with the address you sent funds to, in order to check the status of your shift. In case of BCH exchanges, use this tool to convert the destination address to the "legacy" format first. In case of an Ethereum exchange, all letters must be in small caps.
The most common errors you might encounter are:
- "Error sending money" - The transaction from Coinomi to Shapeshift went through normally, and the shift happened at the rate quoted at the time of the exchange. However, there was an error on behalf of Shapeshift when sending the exchanged coins to your address. The majority of those will be auto-completed by Shapeshift. If not, please open a ticket at https://shapeshift.zendesk.com/hc/en-us/requests/new and provide them with the api link of your failed exchange, or even just the address you sent funds to.
- "Funds not received" - There was an error while sending the funds to Shapeshift from Coinomi. This means that Shapeshift never received the funds, which will be automatically returned to your Coinomi address by the network. Do not open a ticket with Shapeshift in this case, as they never received your funds, and they can be of no help in this case. Instead refresh your wallet (swipe down), allowing for a full sync. Note that it might take some time for each coin's network to process a transaction so the funds might not appear back immediately.
- "Deposit was over limit" - There are variable limits set by Shapeshift, which might change at the time of an exchange, making an exchange over the limit momentarily. Two subcases have been identified here: 1. Deposit was over the limit, Shapeshift reports that it has a refund address from you, and that the process will be completed automatically. You do not need to do anything or open tickets with them in this case. 2. Deposit was over the limit, but Shapeshift reports that it doesn't have a refund address from you. Please open a ticket at https://shapeshift.zendesk.com/hc/en-us/requests/new and provide them with the api link of your failed exchange, or even just the address you sent the funds to, but also provide them with a refund address for the coin that was exchanged.
-"Funds received" - This message, without further information, signifies that the transaction from Coinomi went through normally and the funds were received by Shapeshift, but there was some internal error on behalf of Shapeshift, and the exchange never took place. Please open a ticket at https://shapeshift.zendesk.com/hc/en-us/requests/new and provide them with the api link of your failed exchange, or even just the address you sent the funds to, but also provide them with a refund address for the coin that was exchanged.