Never received Sol after using TW in-built (malfunction)swap function

Support & Feedback English
1

Dear TW

I swapped 0.5 eth for Sol by using in-built swap function of TW itself. It showed how much Sol I would get, it was appr 6.8 sol at that moment.

Tx for swapping ethereum for Sol with in built swap function of TrustWallet:
0x13c06f3f08289563f87d0b3cda99f952a48be770027e88552664dee67a0fc8cf

What happened here that I didn’t receive my Sol?

I’ve created ticket ID and got automatic e mail from TW that they will answer within 72h.
4 days later and still no reaction of TW support!!

Please find out what happened.

This is email that I’ve got after creating a ticket ID

-------- Original message --------

From: Trust Wallet Support <[email protected]>

Date: 1/18/25 17:35 (GMT+01:00)

To: (myname)@gmail.com

Subject: New ticket ID (numbers) has beencreated - ChatBot | Swap

Dear (my name),

Thanks for contacting us and being a valued Trust Wallet user! This is an automated response to let you know that we’ve received your request and will be in touch soon.

It should take us no more than 72 hours to respond to your message, so if you haven’t heard from us in that time, please reply to this message to let us know that you haven’t received our email.

Please note that a small number of customers have reported that our emails sometimes get caught in their email provider’s spam filters, so please whitelist the email address “[email protected]” to ensure that our communication is smooth and nothing gets lost in transit.

If you haven’t already done so, you may also want to consider replying to this email to include the following details which will help to expedite the troubleshooting process.

Are you on the browser extension, Android, or iOS mobile app? You can find the version number by going to Settings>About.

Your wallet address address (tap on Receive, send a screenshot of the QR code) and the blockchain network in question

A detailed explanation of your issue (Please be as specific as possible and please send screenshots if applicable.)

Thank you for taking the time to read this. A member of our team will be in touch as soon as we can. We look forward to serving you!

Kindly avoid submitting multiple tickets, creating new tickets for the same issue may result in delayed responses.

Sincerely,

2

@Tobi ??

Can you help me please?

Support TW doesn’t react on my support ticket…

3

@Kwannius Since you already submitted a support ticket, I’d please advise that you wait patiently for a response from the customer support team.

5

I have submitted the ticket on January 18th. That’s 5 days ago already… Is this common that we have to wait so long for response? In the email it says within 72 hours…

I want your opinion/ expertise. What happened and what went wrong?

6

@Kwannius Can you check your address on the solana explorer to see if you received your sol first.
If you didn’t receive it yet, please send your ticket ID so I can escalate to the team.

8

@Tobi

Damn, now I see what happened.
TW never swapped to sol finally. It just swapped to usdc.

But usdc on solana network… I had to import this usdc address.

9

@Kwannius Okay perhaps you selected USDC rather Sol when swapping but it’s all good now since your tokens aren’t missing.

11

@Tobi

Now I see usdc spl in my wallet.
I want to swap this to eth again but I can’t…

It says:
Transaction will likely fail (Simulation error:AccountNotFound)

What does this mean?
I have sol usdc but I cant do anything with this? I can’t swap back. Not to eth, not to Sol even…

Pfffff

12

@Kwannius Can you please reimport your wallet and try making the swap again ?

13

Ok solved.

The transaction will likely fail because I had 0 Sol in my wallet. And to swap from sol network to eth I need a bit sol for fees.

I swapped girst a little amount of eth to sol and tried again with small amaount to test. Now it successfully swapped to eth.

Thx for helping

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