What Each Status Means
Your transaction moves through several stages. Here’s what’s happening at each one:
New — Waiting for Your Payment
We’ve created your order and locked in your rate. Now we’re waiting for you to send the funds. You’ll see the deposit address and exact amount to send. Make sure you send precisely that amount — sending more or less can cause delays or require manual processing.
Pending — Confirming Your Payment
Great news — we’ve detected your payment on the blockchain! Now we’re waiting for network confirmations. This usually takes just a few minutes, but can be longer during high traffic. Bitcoin typically needs more confirmations than faster networks like Tron or BNB Smart Chain.
Exchanging — Processing Your Swap
Your payment is fully confirmed and we’re now executing the exchange. This is the fastest part — usually just seconds. Your crypto is being converted at the rate you locked in.
Sending — Funds on the Way
Almost done! We’ve completed the exchange and are now sending the funds to your wallet. The transaction has been broadcast to the blockchain. Depending on the network, it may take a few minutes to appear in your wallet.
Completed — All Done
Your transaction is complete. The funds have been sent to your wallet address. If you don’t see them yet, give it a few more minutes for the receiving network to confirm. Check your wallet’s transaction history for an incoming transfer.
Expired — Time Ran Out
The order expired before we received your payment. This happens to protect you from rate changes — fixed-rate orders typically have a 10-20 minute window. If you still want to exchange, just create a new order with fresh rates. If you accidentally sent payment to an expired order, contact support immediately.
Cash Pickup Orders
If you’re using our cash pickup service, tracking works the same way — but you’ll see a few extra details:
Pickup Location
The branch address where you’ll collect your funds
Pickup Time
Your scheduled date and time
Pickup Code
A unique code you’ll need to show at the branch (appears once approved)
💡 Sell orders (crypto to cash): You’ll also see the wallet address where you need to send your crypto, along with a QR code for easy scanning.
Cash Pickup Statuses
Pending
We’re reviewing your order
Approved
You’re good to go! Visit the branch with your pickup code
Completed
Funds collected successfully
Cancelled
Order was cancelled
Common Questions
Quick answers to the most frequent tracking questions
🔍 Where’s my Order ID?
Check the confirmation screen right after creating your exchange. It’s also in your email if you entered one. The ID is that short code at the top of your order details.
⏳ My order says “Pending” for a while — is that normal?
Yes. Pending means we received your crypto and we’re waiting for blockchain confirmations. Some networks are faster than others. Bitcoin can take 10-30 minutes. Tron or BSC usually confirm in under a minute.
✅ It says “Completed” but I don’t see funds in my wallet?
“Completed” means we’ve sent the transaction. It may need a few more minutes for the receiving blockchain to confirm it. Check your wallet’s transaction history — you should see an incoming transfer. If nothing shows after 30 minutes, reach out to support.
🚫 Can I cancel my order?
If you haven’t sent payment yet, you don’t need to cancel — just let it expire. Once you’ve sent crypto, the transaction will proceed automatically. Blockchain transactions are irreversible, which is why we always recommend double-checking everything before you send.
⚠️ What if I sent the wrong amount?
If you sent slightly more or less than required, our system may still process it, but it could take longer or require manual review. Contact support with your Order ID and we’ll sort it out.
⚠️ Disclaimer: Cryptocurrency transactions are irreversible. Always double-check wallet addresses and amounts before confirming. AceChange is not responsible for funds sent to incorrect addresses.