If your Changelly transaction says Hold, Changelly says its risk-scoring system flagged it for verification. Follow the verification prompt in your Changelly account or app; the selfie check may take 1–3 minutes, according to Changelly, but that is not a promise that your entire review or funds release will finish in three minutes.
What “Hold” means on Changelly
Changelly uses Hold for a transaction that requires verification after its risk-scoring system flags it. That status is not, by itself, proof of wrongdoing. It is different from ordinary confirmation or exchange processing. Changelly explains transaction statuses in its transaction status FAQ.
First, open the transaction details or history and make sure the displayed status is actually Hold. Keep the Changelly transaction ID private but available for support. If the status instead says Confirming, Exchanging, or something else, a verification hold may not be the issue.
How to complete the requested verification
- Open the held transaction. On the Changelly website, sign in, open transaction history, and select the transaction. In the app, open its details or select it in History.
- Choose the identity-verification prompt. In the app, Changelly’s guide identifies the option as “Verify identity.” Follow the transaction-specific prompt on the web or app.
- Enter the requested details and submit documents. Changelly’s guide describes providing your name and email, selecting your country and document type, and uploading clear images of the requested identity document.
- Complete the liveness check. Follow the on-screen instructions for the selfie or other liveness step. Changelly’s March 14, 2023 guide says checking selfies may take 1–3 minutes; this is an estimate for that step, not an end-to-end transaction timeline. See Changelly’s KYC/AML step-by-step guide.
- Check the email used in verification. Changelly says its security team will email you after verification and will provide further instructions if an image is unclear or more information is needed.
What documents might Changelly request?
Submit only what the transaction-specific request asks for. Changelly may request readable, unaltered identity-document images and a liveness check. In some cases it may also ask for evidence showing where the funds came from, such as purchase or exchange records, a bank statement, or evidence of a peer-to-peer transfer. Source-of-funds evidence is a possible case-specific request, not a checklist every user must provide.
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Do not send identity documents or financial records through a link or address you have not verified. Use Changelly’s official site or app, check the domain carefully, and confirm contact details through its official channels before sending sensitive information. Do not post your transaction ID or documents publicly.
How long can a hold take to clear?
The 1–3 minute figure in Changelly’s 2023 guide refers to checking selfies. The same guide says the overall KYC process can take longer depending on workload, and Changelly’s security team follows up by email. Changelly’s June 3, 2021 KYC explainer says some investigations involving multiple stakeholders can take weeks or months; it does not present that as a typical-case average. Neither source establishes a guaranteed time for releasing a held transaction.
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Completing the requested steps is necessary to move the verification forward, but it does not guarantee immediate approval or release. Changelly may request additional documents or review.
Hold or ordinary processing delay?
| What you see | What it indicates | What to do |
|---|---|---|
| Hold | Changelly says verification is required because its risk-scoring system flagged the transaction. | Open the transaction-specific verification prompt and follow the requested steps. |
| Confirming or another processing status | The transaction may still be going through ordinary confirmation or exchange processing rather than a verification hold. | Check the incoming transfer’s on-chain confirmation and consult Changelly’s troubleshooting guide. |
Changelly’s troubleshooting page gives 5–40 minutes as an ordinary exchange-processing estimate after funds reach Changelly and the incoming transfer has the required on-chain confirmation. The page’s publication date is not shown in the search result, so treat this as an approximate service estimate, not a current service-level guarantee. That processing estimate does not explain a transaction whose status is Hold.
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Where to get help, including partner-initiated exchanges
If verification fails or you encounter an error, Changelly’s KYC guide directs users to [email protected]. Verify the destination against Changelly’s official site before sending sensitive information, and include your Changelly transaction ID in a private support request.
If you started the exchange through another app or service, Changelly’s API policy directs users with a hold status to its security team and notes that the partner may need to provide instructions to its users. Follow the directions in the originating app as well as any official Changelly security instructions. The policy is available at Changelly’s API KYC/AML policy.
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