Introduction 

Splinterlands has integrated multiple services that provide one-click purchases for SPS and DEC tokens for users. Purchasing of DEC and SPS via crypto is provided by a third-party service called SimpleSwap. Generally, these purchase will be completed in a few minutes time.

This guide will help in case your purchase is not completed or is delayed.

Purchase of DEC or SPS is a two-step process behind the scenes.

1. Crypto payment is sent to Simple Swap. They convert it to HIVE and send it to the `token-converter` account with the required details of purchase.
2. Once Hive is received in the `token-converter` account, it uses the Hive to buy DEC or SPS from Hive Engine Pools and sends it to the user account.

For an incomplete purchase, the issue can be either in step 1 or 2. Only step 2 is handled by Splinterlands. The user will need to check step 1 progress before creating a support ticket to escalate the process quickly.

STEP 1: Troubleshooting Simple Swap Exchange

First of all, the user would need the Exchange ID of the SimpleSwap purchase which is unique for every transaction. 

Note: Above are the cryptocurrencies supported by SimpleSwap.

How to find the Exchange ID?

The following steps will help you find the Exchange ID for the relevant purchase:

Step 1: Login to your Splinterlands account and go to your Currency Activity. You will find it below your in-game name, on the top right-hand side 

Step 2: Select the Exchange History tab.

Step 3: Select the currency type that was used for your purchase, (DEC, or SPS). There will be one row for each transaction, successful or unsuccessful.

Step 4: As you select the Currency type, outlined in Step 3, a list of Exchange History will appear for that particular Currency. You will be able to get the Exchange ID for the desired transaction under the heading Exchange ID. It can be matched with the deposit/payment address where funds were sent to locate the correct Exchange ID.

After clicking on the hyperlink, it will direct you to the Simple Swap Page for that Exchange.

This will give you further details about the exchange, i.e. status, deposit address etc.  

If your exchange has not been completed, you can contact Simple Swap support by clicking on the chat button on the bottom right or the Need Help button at the top. Provide them with relevant details like Exchange ID, Transaction ID of payment, etc. They will be able to help you out and provide a HIVE Transaction ID for the Exchange.

STEP 2: Contact Splinterlands Support

Use the HIVE Transaction ID to create a Splinterlands Support ticket and we will be happy to help you out on the second step. You can also contact Splinterlands support directly in case of urgent issues.