What happens after a no-KYC exchange asks for ID

A verification request on a swap you expected to be no-KYC is stressful, but it follows a predictable sequence. This guide walks through each stage, what you can do at each one, and how a case can end. Monivo does not run these reviews: the provider executing your swap does, under its own rules, and it alone decides the outcome and the timing.

Timeline at a glance

There is no fixed clock. Each stage below ends when its condition is met, not after a set number of hours. How fast a case moves depends mainly on the provider's queue and on how quickly and completely the requested information is supplied.

Stage 1 — Hold: your deposit has arrived, but the provider pauses the order instead of sending the payout.
Stage 2 — Request: the provider states what it needs, usually through Monivo support or a link from the provider.
Stage 3 — Submission: you send the requested information, or decide not to.
Stage 4 — Review: the provider's compliance team assesses what you sent and may ask follow-up questions.
Stage 5 — Decision: the swap is completed, the deposit is returned under the provider's terms, or funds stay held while the case remains open.

Stage 1: the order is put on hold

The order status stops advancing after your deposit is confirmed, or support tells you the provider has flagged it. Your funds are with the provider, not lost and not with Monivo. The quoted payout was an estimate; once an order is held, the final amount depends on the provider's terms when the case closes.

Do not send the same deposit again or open a duplicate order.
Save your Monivo order ID and the deposit transaction hash.
Note the payout and refund addresses you entered.

Stage 2: finding out what the provider needs

Contact Monivo support with your order ID. We ask the provider what triggered the hold and what it requires, and pass its answer to you. Requests vary by provider and case. Typical items are:

A photo of a government-issued identity document.
A selfie or short liveness check.
An explanation or evidence of where the deposited funds came from, such as an exchange withdrawal record.
Confirmation that you control the sending or receiving address.

Stage 3: sending information safely

Only send documents through the channel the provider or Monivo support confirms for your order ID. Monivo support will never ask for your seed phrase or private keys, and no legitimate review needs them.

Check that the request references your exact order ID.
Send everything requested in one go; partial answers usually restart the wait.
Keep copies of what you sent and when.
Ignore anyone who contacts you first offering to unlock the funds for a fee.

Stage 4: the review

The provider's compliance team checks your information against its risk rules and legal obligations. It may come back with follow-up questions; each round adds time. Monivo cannot speed up, see inside or override a provider's review, but support can follow up and relay updates while the case is open.

Stage 5: how a case can end

Approved: the provider completes the swap and sends the payout to your address. The rate applied follows the provider's terms for held orders, which may differ from the original quote.
Refund: the provider returns the deposit to your refund address, typically minus network fees and any charges in its terms.
Still held: if the provider cannot clear the funds, for example because of a sanctions match or a legal order, it may keep them held while the case continues.

If you choose not to provide ID

That is your right. Tell support, and we ask the provider whether a refund to the original or refund address is possible without verification. The provider decides; some cases can be refunded, others cannot be released without the review being completed.

Frequently asked questions

How long will my funds be held?

There is no fixed duration. Some reviews close within hours and others take days, depending on the provider and how quickly the requested information is supplied. Monivo will not quote a deadline it cannot control.

Will I still receive the rate I was quoted?

Not necessarily. A held order is settled under the provider's terms, which can apply a new rate or a fixed-rate quote that has since expired. Ask support what the provider will apply in your case.

Does Monivo see or store my documents?

Documents go to the provider through the channel it specifies. Monivo support relays messages about your order but does not need your documents to do so.

Can I get a refund instead of verifying?

You can ask. The provider decides whether a refund is possible without verification and what fees apply. Refunds go to the refund address on the order.

Someone messaged me offering to release my funds. Is that Monivo?

Treat it as a scam unless it comes through the support channel you opened with your order ID. Nobody legitimate will ask for your seed phrase, private keys or an unlock fee.

Will a future swap be checked again?

Possibly. Checks are triggered by the funds, amounts and patterns involved, so a later order can be reviewed too. Comparing providers helps, because their policies differ.

Is your swap on hold?

Send us your order ID and we will contact the provider and tell you what it needs.

Contact support

Ready to swap? Here's exactly what to do

Three steps, no account and no ID. Monivo compares live rates across every connected provider and sends the coins straight to your own wallet.

1Pick the pair and the amount you want to exchange — the widget shows the compared rate before you commit.
2Paste the wallet address that should receive the funds, then confirm the quote.
3Send your deposit to the address shown. The swap settles automatically, usually in minutes.

Start your swap now

Non-custodial: Monivo never holds your coins and never asks for an account.