Question 1

What is Swaption?

Accepted Answer

Swaption is a marketplace built around swapping. You can trade items directly with other users, make cash offers, or buy outright — all backed by our SwapLock Guarantee.

Question 2

How do I create an account?

Accepted Answer

Tap Sign up, then register with your email and a password or continue with Google or Apple. You must be at least 16 and accept the Terms of Use and Privacy Policy to finish signing up.

Question 3

Is it free to list an item?

Accepted Answer

Yes. Listing is free. We only earn when an order completes.

Question 4

Do I need an account to browse?

Accepted Answer

No, browsing is open to everyone. You need an account to message, make offers, swap, buy, list, or report.

Question 5

How do I set up my profile?

Accepted Answer

Go to Settings from the account menu to add a display name, photo, location, and notification preferences. A complete profile helps other members trust your offers.

Question 6

How do I reset my password?

Accepted Answer

On the sign-in page tap Forgot password, enter the email on your account, and we'll email you a reset link. Open the link and choose a new password. The link is single-use and expires, so request a fresh one if it has been sitting in your inbox.

Question 7

I never got the password reset email — what now?

Accepted Answer

Check spam and promotions folders, confirm you typed the same email you signed up with, and wait a minute before requesting another link. If you signed up with Google or Apple, you don't have a Swaption password — sign in with that provider instead. Still stuck? Open a support ticket.

Question 8

How do I change my password or email?

Accepted Answer

Open Settings › Security. You can set a new password there, and contact support if you need the email on your account changed.

Question 9

I can't sign in — what should I check?

Accepted Answer

Make sure caps lock is off, that you're using the same sign-in method you registered with (email, Google, or Apple), and that any two-factor code hasn't expired. If your account is locked or you see a verification prompt you can't complete, open a support ticket and we'll help.

Question 10

What is two-factor authentication and how do I turn it on?

Accepted Answer

Two-factor authentication (2FA) adds a second step at sign-in. In Settings › Security you can enable an authenticator app, SMS, or email codes. Admin accounts are required to use an authenticator app.

Question 11

I lost my 2FA device — how do I get back in?

Accepted Answer

Use one of the backup codes you saved when you enabled 2FA. If you don't have them, open a support ticket from the Support page and our team will verify your identity before removing the lock.

Question 12

How do I delete my account?

Accepted Answer

Go to Settings › Account and choose Delete account, or visit the account deletion page. Deletion removes your profile, listings, and personal data as described in our Privacy Policy. Some transaction records are kept where the law requires it.

Question 13

Can I pause my account instead of deleting it?

Accepted Answer

Yes. End or unlist your active listings and turn off notifications in Settings. Your account stays intact and you can come back any time.

Question 14

Why am I not receiving emails or texts from Swaption?

Accepted Answer

Check your notification preferences in Settings, confirm your email and phone number are correct, and look in spam. If you replied STOP to a Swaption text, reply START to resume messages.

Question 15

How do I list an item?

Accepted Answer

Tap Post listing, add photos, a title, description, condition, category, and price. Choose whether you'll accept swaps, cash offers, or both, then publish.

Question 16

What makes a good listing?

Accepted Answer

Clear, well-lit photos from several angles, an honest condition note including flaws, accurate measurements or specs, and a realistic price. Listings with complete details sell and swap noticeably faster.

Question 17

Why do I have to confirm package weight and dimensions?

Accepted Answer

Shipping rates and labels are calculated from those numbers. We ask you to review them before a shippable listing goes live so buyers see accurate shipping costs and your label prints correctly.

Question 18

Can I edit or remove a listing after posting it?

Accepted Answer

Yes. Open My Listings and use Edit or Delete. You can't edit a listing that is locked to an in-progress order.

Question 19

What items are not allowed?

Accepted Answer

Anything illegal, recalled, counterfeit, hazardous, stolen, or otherwise prohibited by our Terms of Use — including weapons, drugs, and live animals. Prohibited listings are removed and repeat violations end in account suspension.

Question 20

What is boosting a listing?

Accepted Answer

Boosting raises a listing's placement in browse results for a limited time. You'll find the option in the listing's actions in My Listings.

Question 21

How does a swap work?

Accepted Answer

On any listing tap Propose a Swap, then pick up to 5 of your own active listings to offer in trade. The owner reviews and can accept, decline, or counter.

Question 22

Can I add cash to even out a swap?

Accepted Answer

Yes. When your item is worth less, you can include cash in the offer so both sides land on a fair trade.

Question 23

Can I counter an offer?

Accepted Answer

Yes — open My Offers, find the offer, and tap Counter. Counters work on cash offers and swap offers alike.

Question 24

Can I retract an offer?

Accepted Answer

Yes. Pending or countered offers you sent can be withdrawn from My Offers › Sent.

Question 25

How long does an offer stay open?

Accepted Answer

Offers stay pending until they're accepted, declined, countered, or withdrawn. If a listing sells first, open offers on it are closed automatically.

Question 26

What happens after a swap is accepted?

Accepted Answer

Both sides confirm how the trade happens — shipping or a SwapZone meet-up. For shipped swaps, both parties buy their labels and neither label is released until both have paid.

Question 27

Why do both people have to pay for shipping before labels are released?

Accepted Answer

It protects both sides. Labels are held in escrow until both parties pay within a 72-hour window. If one side doesn't pay in time, the other side is refunded automatically.

Question 28

How do I buy an item?

Accepted Answer

Tap Buy now on any listing, then choose shipping or a SwapZone meet-up. Payment runs through our secure checkout.

Question 29

What payment methods are accepted?

Accepted Answer

Card payments are processed by our payment provider. Additional methods appear at checkout when they're available in your region.

Question 30

Is my payment information stored by Swaption?

Accepted Answer

No. Card details go directly to our PCI-compliant payment provider. Swaption never sees or stores your full card number.

Question 31

Why does my order still say payment incomplete?

Accepted Answer

The order stays pending until the payment fully clears. Open My Purchases and tap Complete payment to finish it. If you were charged but the order still shows pending after a few minutes, open a support ticket with the order number.

Question 32

Can I cancel an order?

Accepted Answer

You can cancel a pending, unpaid order from My Purchases. After payment, message the seller first — if they haven't shipped, they can cancel and refund. Otherwise open a support ticket.

Question 33

Where is my receipt?

Accepted Answer

Every completed sale, offer, and swap has an itemized receipt. Open the order from My Purchases or My Sales and tap View receipt.

Question 34

What fees does Swaption charge?

Accepted Answer

Listing is free. Fees that apply to a transaction — including shipping and any service fees — are itemized at checkout and on your receipt before you pay.

Question 35

How do I get paid as a seller?

Accepted Answer

Connect a payout account through our payment provider in Settings. Once the buyer's payment clears and the order is delivered or handed off, funds are transferred to your connected account.

Question 36

When do funds arrive?

Accepted Answer

Payouts release after the order completes and the short dispute window closes, then follow your bank's normal transfer time. Delivery confirmation or a completed SwapZone hand-off starts that clock.

Question 37

Why is my payout on hold?

Accepted Answer

Holds usually mean the payout account isn't fully verified, the order hasn't been confirmed as delivered, or a buyer opened a dispute. Check your payout status in Settings and your order status in My Sales.

Question 38

How does shipping work?

Accepted Answer

Sellers ship within 72 hours after an order is confirmed. Rates are quoted at checkout, and tracking is shared automatically in My Purchases.

Question 39

Who pays for shipping?

Accepted Answer

For purchases, shipping is quoted and paid at checkout by the buyer. For swaps, each party buys the label for the item they're sending.

Question 40

How do I print my shipping label?

Accepted Answer

Open the order in My Sales and tap the shipping label. It's generated for you — print it, tape it to the package, and drop it off with the carrier.

Question 41

Is shipping insured?

Accepted Answer

Yes, shipping insurance is built into the labels we generate, so a lost or damaged package in transit can be claimed. Keep your drop-off receipt and photos of the packed item.

Question 42

How should I pack my item?

Accepted Answer

Use a sturdy box, cushion the item so nothing shifts, and seal all seams. Photograph the item and the packed box before drop-off — it's your best evidence if a claim is needed.

Question 43

My tracking hasn't updated — what should I do?

Accepted Answer

Carrier scans can lag a day or two. Message the other party first, and if there's no movement after several business days open a support ticket so we can help trace it.

Question 44

Do you ship internationally?

Accepted Answer

Shipping options depend on the rates available for the seller's and buyer's addresses. If no rates appear at checkout, that route isn't currently supported — a SwapZone meet-up may still work.

Question 45

What is a SwapZone?

Accepted Answer

A SwapZone is a verified public meet-up location. Both parties scan a QR code at the meet to confirm the hand-off.

Question 46

How do I choose a meet-up instead of shipping?

Accepted Answer

At checkout, pick the SwapZone option when the seller accepts meet-ups. You'll then coordinate a time in the order's message thread.

Question 47

What if the other person doesn't show up?

Accepted Answer

Don't hand anything over and don't scan the QR code. Cancel or reschedule from the order, and open a support ticket if it keeps happening — no-shows affect account standing.

Question 48

How do I stay safe at a meet-up?

Accepted Answer

Meet only in a listed SwapZone, go during daylight, bring someone with you, keep the conversation in Swaption, and use your emergency contact so someone knows where you are.

Question 49

What is the emergency contact feature?

Accepted Answer

You can invite someone you trust as your emergency contact. After they opt in, they're notified when you confirm a meet-up so a trusted person knows where you'll be. Manage it in Settings.

Question 50

What is the SwapLock Guarantee?

Accepted Answer

If your swap partner doesn't ship within 72 hours, we return your item or issue store credit. Every time.

Question 51

What is SwapShield™ Verified?

Accepted Answer

It's our identity-verified badge. Members complete an ID check through our verification partner, and the badge appears on their profile and listings so you know who you're dealing with.

Question 52

How do I get verified and what does it cost?

Accepted Answer

Start verification from Settings. There's a one-time $2.99 fee covering the ID check, and you'll be notified when your status updates. If you're ever asked to re-verify, you'll get a prompt to start again.

Question 53

How do I report a listing or user?

Accepted Answer

Use the Report button on any listing, message, or profile. Our team reviews every report. You need to be signed in to report.

Question 54

How do I block someone?

Accepted Answer

Open their profile or a message thread and tap Block. They won't be able to message you or make offers on your listings, and their listings are hidden from you.

Question 55

Can I hide a single listing without blocking the seller?

Accepted Answer

Yes. Use Hide on the listing to remove it from your browse results. You can bring it back any time from the Hidden listings page.

Question 56

How do I spot a scam?

Accepted Answer

Never move a deal off Swaption, never pay by gift card, wire, or a payment app outside checkout, and be suspicious of prices that look too good or of urgency to rush the trade. Keeping everything on-platform is what makes buyer and seller protection possible.

Question 57

My item arrived damaged or not as described — what do I do?

Accepted Answer

Photograph the item and packaging right away, message the other party from the order, and open a support ticket within the dispute window. Our team reviews the evidence and mediates a resolution.

Question 58

The seller hasn't shipped — what now?

Accepted Answer

Message them from the order first. If there's no movement past the 72-hour ship window, open a support ticket and we'll step in, including a refund or SwapLock resolution where it applies.

Question 59

How do refunds work?

Accepted Answer

Approved refunds go back to the original payment method and usually appear within a few business days depending on your bank. You'll see the refund on the order's receipt.

Question 60

How long do I have to raise a problem?

Accepted Answer

Raise issues as soon as possible — the dispute window is short after delivery or hand-off. Early reports are far easier to resolve.

Question 61

What if I have a dispute we can't settle?

Accepted Answer

Open a support ticket from the Support page. We'll mediate and resolve as quickly as possible.

Question 62

How do I message someone?

Accepted Answer

Use the message button on a listing, offer, or order. Keeping conversations in Swaption gives our team the record needed to help if something goes wrong.

Question 63

How do I manage notifications?

Accepted Answer

Open Settings › Notifications to choose which email, SMS, and in-app alerts you receive for offers, messages, orders, and meet-ups.

Question 64

Why can't I message a certain user?

Accepted Answer

Either one of you has blocked the other, or the account is suspended. Blocking can be undone from Settings if you changed your mind.

FAQ & Help Center

Getting started

Listing an item (sellers)

Swapping & offers

Buying & payments

Getting paid (sellers)

Shipping & delivery

SwapZones & meet-ups

Safety, trust & verification

Problems & disputes

Messages & notifications

Using the app & accessibility

Still need help?