01
Protect account access
NinjaSwap sign-in uses your Discord account. Enable Discord’s account protection and keep its recovery codes somewhere private. Use /security in the bot to configure the additional withdrawal checks available to your account.
When bot withdrawal verification is enabled, follow the code prompt in your own withdrawal flow. Never share passwords, seed phrases, private keys or approval codes with another person, including someone claiming to be staff.
If you lose Discord access, use Discord’s account recovery process. Community membership verification or restoration does not recover a wallet key or replace Discord account recovery.
02
Understand your wallet
NinjaWallet is managed by the platform: the service holds the signing keys and processes withdrawal requests. The wallet’s available balance can differ from its total balance because of pending operations and trade commitments.
Confirm the asset and network as well as the address. For the Solana wallet, use native SOL or USDC on Solana. A matching-looking address does not make another network compatible. Recovery of a wrong-network transfer is not guaranteed.
03
A transfer is taking too long
- Open the saved transfer. Check wallet history or the ticket for its current status, amount and destination.
- Check the transaction hash. If one is available, view it on the explorer for the correct chain. “Broadcasting” means a submission is being attempted; it is not confirmation.
- Keep the details together. Save the ticket ID, transaction hash, destination, network and approximate time. If an explorer cannot find the hash, support needs to check the saved transfer and provider response.
- Use the existing transfer controls. Follow any recovery or resume option offered for that transfer. A new withdrawal creates a separate request.
For a stuck status or missing payout, contact Discord support or Telegram support. Do not include account secrets.
04
Keep a transcript
My transcripts lists your completed and cancelled tickets after sign-in. You can view or download a transcript for a trade you participated in; authorized owners can also access transcripts.
Profile privacy settings affect public activity displays. They do not make blockchain transactions private or hide ticket contents from the people and systems handling that trade.
For a dispute, keep the accepted quote, payment receipt and transaction hash with the transcript. See the terms for refund and dispute information.