> For the complete documentation index, see [llms.txt](https://docs.en.omnibridge.pro/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.en.omnibridge.pro/master/frequently-questions.md). # Frequently Questions ## 一、Exchange problem ### 1、Why haven't I received my coins after the exchange was completed? Please check whether your receiving address is correctly entered. If the address is correct, please double-check that the blockchain network of the coin you exchanged matches the network you are checking on. In our system, all coins marked as "erc20" are tokens on the Ethereum network, those marked as "trc20" are on the Tron (TRON) network, "HECO" marked coins are on the Huobi ECO Chain, and "BSC" marked coins are on the Binance Smart Chain. You must check your balance on the corresponding blockchain network according to the coin you exchanged. Example: If you exchanged an ERC20 token but are using an HT (Huobi Token) wallet address, you must switch your wallet to the Ethereum network to see the token. If you are using another decentralized wallet, you need to import the address into an Ethereum-compatible wallet to view the received tokens. ### 2、How long does an exchange usually take? Typically, it takes about 2 minutes. The estimated processing time will be displayed on the exchange page. However, during periods of network congestion, it may take 30 minutes to 1 hour. If you have any concerns, please contact our online customer service via the website. ### 3、What fees are involved during the exchange process? The fees required for each exchange include: 1）Network transaction (miner) fee when transferring out from the blockchain 2）Service fee generated during the exchange process; 3）Issuance fee or miner fee required when sending out the exchanged coins. ### 4、Why is the amount received different from the amount shown at the time of initiation? The amount displayed at initiation is an estimate provided by the system. It may vary slightly due to factors such as the exchange amount, market depth, and slippage. ### 5、Why was my order automatically refunded? Orders may be automatically refunded if the final exchange amount is significantly affected by market depth or exchange rate fluctuations, resulting in a final amount that differs greatly from the user's expected value. ### 6、Why is my order stuck in "wait\_deposit\_send" status? Please verify that the deposit address you used matches the address provided in your order, that the deposited amount matches the required amount, and that the deposited cryptocurrency is correct. If all of the above are correct but your order remains in "Pending Deposit" status for a prolonged time, please contact our customer support team. ### 7、**Which countries or regions are restricted from accessing the API services?** Due to compliance and jurisdictional policy requirements, our API services are unavailable in specific jurisdictions. Restricted regions include, but are not limited to: the United States, Mainland China, Iran, North Korea, Cuba, Venezuela, Belarus, Russia, Congo, Myanmar, Zimbabwe, Afghanistan, Iraq, Lebanon, Libya, Somalia, Yemen, South Sudan, Ukraine, Cambodia, Central African Republic, Haiti, Syria, as well as certain restricted areas within Ukraine. *Note: The list of restricted regions is subject to change based on international policies. Please refer to the latest announcements for the most up-to-date information.* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.en.omnibridge.pro/master/frequently-questions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.