Common issues
The problems people run into with XRP Mobile, one page each. Every page says how the problem shows up, what is actually going on, the fix, and whether you can do it yourself or need the team.
Each issue page opens with three things: how it shows up (in the words people use when they write to us), who can fix it, and what to have ready if you end up contacting support.
The "who can fix it" label means:
- You can fix this yourself. The steps on the page are the whole fix. The support agent will point you at them.
- Support can resolve this in chat. The steps need a little checking along the way. The support agent can walk you through them and confirm the outcome.
- Needs a human from the team. Something has to be looked up or corrected on our side. Gather the details listed on the page and contact support from Settings, then Support.
For the support team
- Support playbook: how to investigate. Which explorer to open, what each field means, and how to decide who closes an issue.
Money that seems missing
- My balance is 1 XRP lower than what I deposited
- The app says my account needs activating
- I sent XRP to an exchange and it never arrived
- I withdrew XRP from an exchange and it has not arrived
- I sent XRP and the recipient says it never arrived
- A deposit from another network never arrived
- I sent funds to the wrong network or the wrong address
- I received a tiny amount of XRP I did not expect
- A token disappeared, or cannot be picked for a swap or a send
- Balances or prices are not loading, or show zero
- The Activity list does not match what the explorer shows
- Where are my XRPL tokens, IOUs, NFTs or MPTs?
Sending and swapping
- A payment fails with a generic error
- Quote unavailable: I cannot get a quote to swap or send
- I sent to an exchange from another network and it was not credited
- My swap is stuck on Pending
- My swap failed
- My swap or cross-chain send is taking long
- I cannot send the whole balance
Wallet access
- I forgot my PIN
- I lost my phone or deleted the app
- I imported my wallet and the balance is zero
- Face ID or fingerprint does not work
- Notifications never arrive
- I think my wallet was hacked or drained
Buying, campaign and app
XRP Mobile Help Center
Written guides with screenshots and video, the problems people actually run into, and short answers to the questions we get most. Everything here is about the XRP Mobile self custody wallet.
Support playbook: how to investigate
How the support agent confirms what happened before answering. Every issue page points here. The ledger and the bridge are public, so almost every question can be settled by looking rather than guessing.