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. This amount includes the output transaction fee on our end but doesn’t include the transaction fee on your end. If the amount you send turns out to be less than minimum requirements due to a network fee on your end — transaction fails.
Even if you set up a transaction with the appropriate amount, there is still a chance to send less, so you should be very attentive. It happens quite often when changing 0.00199 BTC, for example, you can accidentally send 0.000199 BTC. In this case your transaction is failed and non-refundable.
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 will get you a refund.
If you have any other questions, don’t hesitate to ask at firstname.lastname@example.org
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