A swap order has a payment window. On KOT.CASH an order expires if no payment arrives within an hour; a paid order page stays available for 24 hours.
Why orders expire
The deposit address and route are issued for a specific order and moment, so after the window the system stops waiting and late payments are not processed automatically. A fixed rate is locked only for the payment window — see fixed vs floating rate.
What to do
- Do not send anything again to the old address.
- Check the transaction on the explorer: confirmed, address, network, time.
- Contact support (community chat or support@kot.cash) with the order number, transaction hash, network, amount and send time. Whether the swap can be completed or refunded depends on the network and provider and is not guaranteed in advance.
- For a new swap create a new order, for example on the SOL → BTC page.
Avoid it next time
Create the order only when the coins are already in your own wallet, and use the recommended network fee.
Why confirmation takes longer
Low-fee Bitcoin transactions can wait in the mempool for hours, congested Solana transactions may expire and be resent, and exchange withdrawals are often reviewed before broadcast. Give support both the send time and the block time from the explorer.
Checklist for support: order number, hash, network, amount, send time, block time and a refund address on the sending network. With this set support does not need to come back with questions.
FAQ
Are coins sent to an expired order lost?
Not necessarily; support reviews such payments manually with the provider, but the outcome is not guaranteed.
How long is an order valid?
An unpaid order expires after one hour.