Swapto

Archives: FAQs

  • I sent Bitcoin and my wallet has not been credited yet. Why?

    I sent Bitcoin and my wallet has not been credited yet. Why?

    Wallet has not been credited: Bitcoin and some other crypto assets use the blockchain to process and record transactions securely. Simply put, they have to be confirmed on the blockchain.

    If you sent Bitcoin and your wallet has not been credited yet, or your Bitcoin transaction is marked as pending, don’t worry, here are some common reasons:

    1. Network Confirmations: Crypto transactions (like BTC or ETH) require multiple confirmations on the blockchain before they’re fully processed. Until those confirmations are complete, your transaction will remain pending.
    2. Network Congestion: Sometimes the blockchain network gets busy. If many people are sending crypto at once, it might take longer for your transaction to go through.
    3. Low Gas/Transaction Fee: If the sender used a low fee, the transaction might take longer to be picked up by miners or validators.

    Once the required confirmations are received, your funds will reflect in your wallet.

    If it’s been unusually long, feel free to reach out to our support team for an update.

    To enable us assist you further, kindly provide us with;

    1. A screenshot of your Transaction
    2. Name as registered on the app
    3. Date of transaction
    4. Coin sent
    5. How the coin was sent( high or low priority)
    6. Time of transaction and Amount sent

    We will get to it, and in no time, your wallet will be credited.

  • How will I be notified when my withdrawal is complete?

    You will receive a notification once your withdrawal has been processed and completed.

  • How do I add or update my bank account for withdrawals on Swapto(Formerly Dtunes)?

    Go to Settings, Click on “Bank Account” and select the option to add or update your bank account details.

    Then select your Bank from the provided Bank list, input your account number to display your Account name and then click on “Add Account”.

    That’s all.

  • What should I do if my KYC Tier 2 is not completed yet?

    You will be prompted to input your BVN or NIN before withdrawal. Once completed, you can continue with the withdrawal.

  • What is the KYC Tier 1 requirement for withdrawing funds from my Naira wallet?

    You need to complete email verification as part of KYC Tier 1 to withdraw funds from your Naira wallet. However, all crypto traders are mandated to complete Tier 2 KYC before initiating withdrawal.

  • How do I withdraw funds from my Naira wallet to my bank account?

    Choose your linked bank account (or add a new one), you’ll be directed to a new page where you’ll be required to input the amount you want to withdraw. Click on “Confirm withdrawal”, input your transaction PIN and the funds will be transferred to your bank account. However, make sure you have at least completed KYC Tier 1 before initiating withdrawal, and if you’re a crypto trader, ensure you have completed KYC Tier 2 before initiating withdrawal.You can also watch a video on how to withdraw your funds here

  • What Does ‘Rejected Transaction’ Mean?

    A rejected transaction means that your trade did not meet the necessary criteria and was declined by the system or manually by the review team. This could happen for several reasons, such as:

    • The gift card or crypto details provided were invalid or already used.
    • The uploaded card image was blurry, incomplete, or incorrect.
    • The transaction did not follow Swapto(Formerly Dtunes)’ guidelines or terms of service.
    • Suspicious or flagged activity was detected on your account.

    If your transaction is rejected, you’ll typically receive a notification with a reason. You can also swipe right on your trade to find out why, and proceed to contact Swapto(Formerly Dtunes) support for further clarification or guidance on what to do next.

  • How Long Does Gift Card Transaction Take?

    There are two categories of gift cards: the slow load gift cards and the fast load gift cards.

    The slow load gift cards, as the name suggests can take up to 3 hours to be processed. The fast load gift cards are usually processed within 2 to 10 minutes.

    Additionally, the overall processing time can also vary based on several factors:​

    1. Type of Gift Card: Some gift cards may require additional verification steps, which can extend processing time.
    2. Transaction Volume: High traffic periods may lead to slight delays.
    3. Verification Requirements: Ensuring that all submitted information is accurate and complete can expedite the process.​

    If your transaction is taking longer than expected, please contact our support team for assistance.​

  • What Does Pending Gift Card Transaction Mean?

    A pending gift card transaction on Swapto(Formerly Dtunes) means that your transaction has been received but is still under review or processing.

    Here are a few reasons why your gift card transaction might be pending:

    1. Card Validation in Progress: Swapto(Formerly Dtunes) is checking the authenticity and balance of your gift card to ensure it’s valid.
    2. Network or System Delay: Occasionally, network traffic or system checks might delay the process slightly.
    3. Manual Review Needed: If something looks unusual or suspicious, the system may flag the transaction for manual review by the support team.
    4. Incomplete Submission: If the card image, code, or required details weren’t submitted properly, the transaction may remain pending.

    Here’s what to do:
    Just hang tight! Most pending transactions are resolved within a short time. If it takes longer than usual, you can contact Swapto(Formerly Dtunes) Support through the in-app chat or email support@dtunes.ng for an update.

  • What is the Current Rate To Sell Gift Card?

    The current rate to sell a gift card in Nigeria varies depending on the type of gift card, its denomination, and current market demand. 

    Rates fluctuate frequently, so it’s essential to check real-time rates before attempting to trade.

    Swapto(Formerly Dtunes) website and app has a rate calculator feature where you can input your gift card details to get the current exchange rate in Naira. We support a wide range of gift cards, including Amazon, iTunes, Steam, Google Play, and more.

    To get the most accurate and up-to-date rate for your specific gift card, it’s recommended to use our rate calculators.​