I paid by card and the XRP has not arrived
Card purchases are processed by a payment provider outside XRP Mobile. The provider charges your card, buys the XRP and sends it to your address. Delays and declines happen on their side, and their receipt is what resolves it.
How it shows up
- I bought XRP with my card and my balance did not change
- My card was charged but I got nothing
- The purchase says pending
- My card was declined
Needs a human from the team
Gather the details listed here and contact support from Settings, then Support.
Check it yourself
- Which applies: what the provider's confirmation email or order page says?
- If the order is complete, continue with step 2.
- If it is pending or processing, read "Who to contact" below.
- If it was declined, cancelled or failed, read "Who to contact" below.
- If I can't find it, or I'm not sure, continue with step 2.
- Search your XRP address (in the app, tap Receive) on xrpscan.com and look for an incoming XRP payment in the last three days.
- If it says "Account not found", read "Who to contact" below, then contact support from Settings, then Support.
- If there is an incoming payment of 1 XRP or more, read "The XRP has arrived" below.
- If there is none, or only tiny amounts under 1 XRP, read "Who to contact" below, then contact support from Settings, then Support.
Have this ready if you contact support
- The provider's order id or the confirmation email
- The amount and the time of the purchase
- Your XRP address, from Receive
- A screenshot of the provider's status screen if you still have it
What is going on
When you tap Buy, XRP Mobile shows you a live quote and then hands you to the payment provider for the card details. Your card never touches the wallet and neither do we. The provider verifies the payment, sometimes asks for identity checks on a first purchase, buys the XRP and sends it to the address the app gave them.
Normal timings
A first purchase can take longer because of identity verification. Once the provider marks the order as complete, the XRP reaches your wallet within a few minutes. Bank and card holds can also make a charge appear before the order is actually approved.
What to check
- Look for the provider's confirmation email. It has the order id and the status.
- If the order is complete, look your address up on an XRP Ledger explorer such as xrpscan.com. If the XRP is there, pull down to refresh in the app.
- If the order is pending, cancelled or declined, the charge on your card is a hold and is released by your bank. Only the provider can tell you why.
The XRP has arrived
Your address received XRP in the last few days, so the purchase most likely went through. If the app does not show it yet, pull down on the wallet home to refresh. If it still does not appear, see Balances or prices are not loading.
Who to contact
- Order pending, declined or charged without XRP: the provider's support, with the order id. Their contact is in the confirmation email and on their status page.
- Order complete, XRP visible on the explorer, but not in the app: us, from Settings, then Support, with your address.
- Order complete on the provider's side but no XRP on the explorer after an hour: contact us with the order id and we will chase it with the provider.
I cannot send the whole balance
Two things always stay behind on the XRP Ledger: the 1 XRP base reserve and the network fee. The Max button already accounts for both. Typing your full balance by hand will fail.
A deposit from another network never arrived
Deposits of Bitcoin, Ether, USDC, Solana and other non-XRP assets travel through a bridge and need network confirmations before they show. Most land within minutes; slow networks take longer; the wrong network or the wrong address cannot be recovered.