🟩Where are My Tokens?

Symbiosis guide: Troubleshooting

In this document, you’ll find solutions to common issues, explanations of key aspects, and helpful tips for locating your tokens:

1. How to Track and Troubleshoot Swaps?

2. Stuck Swap: What Does It Mean?

3. I Got My Tokens, but the Amount is Too Small!

4. I Got Tokens but They are Different from the Ones I Ordered

5. I Got sTokens (sUSDC, sWETH, etc..). How Do I Bridge Them?

How to Track and Troubleshoot Swaps?

On-Chain Operation?

If you’ve exchanged tokens on the same blockchain, you can track the transaction using the block explorer for that blockchain (e.g., Etherscan for Ethereum).

Steps to Track an On-Chain Swap

Example: Tracking a Swap on Ethereum

You exchanged ETH for USDC on Ethereum. To track the transaction:

1. Open a search engine (e.g., Google) and search for "Ethereum block explorer."

2. Open the Ethereum block explorer from the list (e.g., Etherscan).

3. Copy the transaction hash or your wallet address from your wallet.

4. Paste it into the search bar on the block explorer and search.

5. Check the transaction details to confirm the status and token movement.

Another type of on-chain operation is withdrawing tokens from a Symbiosis pool, such as on Boba BNB. If this applies to you, then see Bridge with Symbiosis: sUSDC, sWETH, sWBTC

Cross-Chain Operation?

If you've exchanged tokens across different blockchains.

For example: you exchanged ETH from Ethereum for USDC on zkSync ERA. To track such an operation, use the Symbiosis Explorer.

Steps to Track a Cross-Chain Swap

1. Open the Symbiosis Explorer in your browser.

2. Copy the transaction hash or your wallet address from your wallet and paste it into the Explorer’s search bar.

3. Check the operation’s status and details.

Understanding Status

• Pending: The Symbiosis protocol is still processing the cross-chain operation. Check back in a few minutes.

• Success: The cross-chain operation has been successfully completed by the Symbiosis protocol.

• Stuck: Generally, this status indicates that the operation is taking longer than usual but is still likely to be completed.

  • If you don't mind waiting: Continue monitoring the status in the Symbiosis Explorer.

  • If you prefer to retrieve your tokens: The option to undo the swap will become available 10 minutes after the "Stuck" status is assigned. Please use this section of the Symbiosis WebApp to revert stuck swaps. If you need more comprehensive guide, check Stuck Transactions for guidelines.

• Reverted: The Symbiosis protocol has completed a request to revert a stuck cross-chain operation, and your tokens have been returned.

About Symbiosis Explorer

Symbiosis Explorer collects and analyzes data from cross-chain operations performed via the Symbiosis protocol across all supported networks. It provides a detailed status of each operation, helping you track your transactions.

Stuck Swap: What Does It Mean?

Generally, the "Stuck" status on a cross-chain swap indicates that the operation is taking longer than usual but is still likely to be completed.

If you don't mind waiting a bit longer, we recommend using the Symbiosis Explorer to monitor the status of your cross-chain operation. Alternatively, if you prefer to retrieve your tokens as soon as possible, the option to undo the swap will become available 10 minutes after the "Stuck" status is assigned.

Please use this section of the Symbiosis WebApp to revert stuck swaps.

For detailed instructions on how to revert a stuck swap, refer to Stuck Transactions

I Got My Tokens, but the Amount is Too Small!

There’s no magic involved — all swap details are displayed in the Symbiosis WebApp interface before you confirm the transaction in your wallet. Once you sign the transaction, no changes can be made. In most cases, the amount of tokens you receive matches the calculation shown in the Symbiosis WebApp.

What to Consider Before Performing a Swap:

1. Slippage Tolerance

   • The number of tokens shown as "to receive" includes all liquidity provider fees and cross-chain fees.

   • Tip: Keep in mind that the actual amount of received tokens might differ slightly but will remain within the range set by your slippage tolerance.

   • Example: If 1,000 tokens are shown as "to receive" and your slippage tolerance is set to 3%, the actual amount received could range between 970 and 1,000 tokens.

   • For more information, see More about Slippage Tolerance

2. Cross-Chain Fees

   • When swapping to a blockchain network with high transaction fees (e.g., Ethereum or Tron), cross-chain fees can significantly impact the number of tokens you receive — especially for small swap amounts.

   • Example: Let’s consider a cross-chain swap from BNB Chain to Ethereum. The difference in fees is noticeable:
3. Swap size

   • The size of your swap can greatly affect the number of tokens received due to liquidity constraints and fees.

   • Tip: Always keep an eye on the price impact and the token amounts to send and receive, especially in their USD equivalents, to ensure the swap remains profitable:

For more information on how cross-chain fees are calculated and deducted, please refer to Gas Fees for Cross-chain Operations via Symbiosis

I Got Tokens but They are Different from the Ones I Ordered

In rare cases, you may receive stablecoins (USDC, USDT), WETH, or WBTC on the destination network, even if you selected a different token as the destination token.

If you don't have gas tokens to complete the swap on the destination chain, please contact our support on Discord (contacts are at the end of this document). They will assist you.

Why Does This Happen?

Cross-chain swaps involve exchanging assets between different blockchains, and these operations are not instantaneous. If the exchange rate on the destination network changes during the processing time and the new conditions no longer meet the stated ones, the Symbiosis protocol will deliver a stablecoin, WETH, or WBTC instead of the originally selected token.

Why stablecoins, WETH, or WBTC tokens?

Stablecoins, WETH and WBTC tokens have the same face value across different networks, making them ideal transit tokens for routing cross-chain operations within the Symbiosis protocol.

Previous Approach vs. Current Approach

• Old Flow: Stuck Cross-Chain Operations Previously, if the exchange rate on the destination network changed and the swap couldn’t meet the stated conditions:

  • The operation was halted and the user had to send an additional transaction to revert the funds.

  • Tokens were refunded on the source network, meaning: users received tokens back on the source chain. Transaction and cross-chain fees were spent, even though the operation wasn’t completed.

• Current Flow: Guaranteed Tokens on the Destination Network To improve user experience, Symbiosis introduced a new approach: if the swap cannot meet the stated conditions due to rate changes, then stablecoins, WETH, or WBTC are delivered directly to the destination network. This eliminates the need for users to send additional transactions or pay extra fees to recover their funds.

I Got sTokens (sUSDC, sWETH, etc..). How Do I Bridge Them?

The Symbiosis protocol uses sTokens (e.g., sUSDC, sUSDC.e, sWETH, sWBTC) to perform cross-chain operations. While end-users cannot trade sTokens, they may receive them when adding or removing liquidity from Symbiosis Octopools.

What Can You Do with sTokens?

1. Provide Liquidity and Earn Rewards You can add your sTokens (sUSDC, sUSDC.e, sWETH, sWBTC) to a Symbiosis liquidity pool and earn rewards for providing liquidity. For more information, see the Farming on Octopools guide.

2. Bridge sTokens to Their Equivalent Assets You can bridge sTokens (sUSDC, sUSDC.e, sWETH, sWBTC) 1:1 for their equivalent assets (USDC, USDC.e, WETH, WBTC) via the dedicated section of the Symbiosis WebApp. For a detailed step-by-step guide, please refer to this guideline: Bridge with Symbiosis: sUSDC, sWETH, sWBTC

I NEED MORE HELP!

Remember, never share your pass phrases, private keys or any other sensitive information with anyone.

If the above information did not help resolve your issue or you have some questions, please contact our support team on Discord. To ensure faster assistance, please include the following details:

• Type of operation: Bridging, exchange, liquidity withdrawal, etc.

• Tokens and chains involved.

• Transaction hash or a link to the transaction in the appropriate block explorer.

• Wallet address.

• A brief explanation of the issue or what went wrong.