Who handles a cross-chain problem: wallet, aggregator or bridge?

For a cross-chain swap, begin support with the interface where you created the order, while identifying the underlying route provider. The wallet may hold the order reference and route selection that a bridge team needs. It does not necessarily control settlement or have the ability to reverse a transaction.

Phantom’s current guide makes this explicit: support can escalate to the bridge provider, but cannot reverse a bridge transaction or force completion. This is a useful example of a support handoff, not a recovery guarantee.

Keep a small evidence packet

• The interface name and selected provider.
• Source and destination networks and token contracts.
• Sending and receiving public addresses.
• The source transaction hash and any order or trade identifier.
• The expected outcome and current status shown by the interface.

Public identifiers are enough to begin tracing the operation. A recovery phrase, private key or fresh wallet signature is not part of that evidence packet.

Describe the stage, not only the symptom

“The source transaction confirmed, but the destination transfer has no hash” is more actionable than “my wallet lost the money.” Distinguish a route awaiting source confirmation, bridge processing, a destination conversion or an already completed transfer absent from the portfolio view.

LI.FI’s status explanation distinguishes completion, partial delivery and refund. The selected bridge and exact onchain state determine what can happen next.

Use the product-specific contact path

MetaMask scopes its swap support to transactions created through its built-in Swaps feature; an external dApp has its own support responsibility. Trezor Suite records a provider and Trade ID in its tracking view. Those are examples of why the entry point matters.

Before moving to another provider during a delay, establish what happened to the first instruction. A new quote can be useful for a future trade, but it does not cancel or recover an existing cross-chain order. Keep support coordination attached to that original record.