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Troubleshooting a Swap

Covers common swap issues in Plug and how to fix them.

Updated over 2 weeks ago

If something didn’t go as expected during your swap, don’t worry, there are a few common reasons and easy fixes.

Browse through the list of potential issues below to identify and resolve the problem.

1. Swap completed, but I haven’t received the token

In some cases, the token may have been received but is not showing in your wallet due to a sync issue.

Here’s how to check:

  1. On the main screen, scroll to the bottom of your token list

  2. Tap Manage

  3. Search for the token you swapped for

  4. If it’s disabled, enable it

  5. Go back to the main page and refresh the wallet:

    • On mobile: hard close the app, then reopen it

    • On extension: close the popup, then reopen Plug

Check if the token is now visible and the balance has updated.

2. Swap failed, but tokens were deducted

If a swap fails due to high slippage, low liquidity, or DEX-side errors, most providers use what’s called auto-fallback.

This means:

  • Your token is temporarily deducted

  • If the swap cannot complete, the token is credited back automatically

To verify:

  • Go back to the main screen

  • Check if your original token balance has been restored

  • Wait a few moments, then refresh the wallet (see above)

⚠️ Note: fallback refunds may take up to 30 minutes depending on the DEX and network congestion. If the token is back in your wallet, the swap was unsuccessful and funds were returned.

3. Swap shows success, but nothing changed

You may get a confirmation screen, but your balance stays the same, this could be either:

  • A front-end bug displaying a false success message

  • A display issue, where the swap succeeded but the wallet hasn’t updated properly

Here’s what to do:

  1. Hard close the wallet:

    • On mobile: swipe it away from your recent apps, then reopen

    • On extension: close the Plug window completely, then reopen it

  2. Open the History tab:

    • From the main screen, tap History

    • Tap the Swaps tab to check recent activity

If the swap does not appear in your history, and your balances are unchanged after waiting a few minutes, the transaction most likely failed, feel free to retry the swap.

Need More Help?

If none of the above applies, or you're unsure about what happened:

You can contact our live support:

  1. Go to support.plugwallet.ooo

  2. Tap the chat icon in the bottom right corner

  3. Start a conversation with one of our support agents

Our team will help you troubleshoot and get things sorted.

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