I sent XRP to an exchange and it never arrived
Exchanges share one XRP address between all their customers and use a destination tag to know whose deposit it is. If the tag was missing or wrong, the XRP reached the exchange but was not credited to you. Only the exchange can fix it.
How it shows up
- I withdrew XRP from XRP Mobile to Binance, Coinbase, Kraken or another exchange and it is not showing
- I forgot the destination tag
- I typed the wrong destination tag
- My XRP payment to the exchange says completed but the exchange has nothing
Needs a human from the team
Gather the details listed here and contact support from Settings, then Support.
Check it yourself
- Search the transaction hash, from the payment's receipt in Activity on xrpscan.com and look at the Result and the Destination Tag.
- If it says the transaction was not found, contact support from Settings, then Support.
- If the Result says anything other than tesSUCCESS, read "The payment did not go through" below.
- If the Result says tesSUCCESS and there is no Destination Tag, read "The payment arrived without a tag" below, then contact support from Settings, then Support.
- If the Result says tesSUCCESS and there is a Destination Tag, read "The payment carried a tag" below.
Have this ready if you contact support
- The transaction hash, from the payment's receipt in Activity
- The destination address and the destination tag you used, if any
- The exchange and the tag they asked for on their deposit page
Known issue, tracked by the team as xrp-mobile#279.
What is going on
An exchange does not give every customer their own XRP address. Everyone deposits to the same address, and the destination tag (a number the exchange shows next to the address) is what tells them the money is yours. The XRP Ledger delivers the payment either way. If the tag was missing or wrong, the XRP is sitting in the exchange's wallet with nobody to credit.
First, confirm what actually happened
- Open Activity on the wallet home and tap the payment.
- Check the status is completed and copy the transaction hash.
- Open the hash on an XRP Ledger explorer such as xrpscan.com. It shows the destination address, the destination tag that travelled with the payment, and the time.
If the explorer shows the payment delivered to the exchange's address, XRP Mobile did its part and the funds are at the exchange.
The fix
Contact the exchange's support, not ours, with the transaction hash, the amount, the time, and the tag you used (or say it was missing). Every large exchange has a procedure for missing-tag deposits. Some charge a fee and some take weeks, but the funds are recoverable because they hold them.
We cannot recover it from our side: XRP Mobile never holds your funds, and a payment on the XRP Ledger cannot be reversed by anyone.The payment did not go through
Good news: the ledger shows this payment failed, so the XRP never left your wallet. Only the small network fee was spent. To send it again, see A payment fails with a generic error.
The payment arrived without a tag
The ledger shows the payment reached the exchange's address with no destination tag. Your XRP is with the exchange, but they cannot tell it is yours, and only they can credit it. Contact the exchange's support with the transaction hash, the amount and the time, and say the tag was missing. Every large exchange has a procedure for this. Some charge a fee and some take weeks, but the funds are recoverable because they hold them.
The payment carried a tag
The payment reached the exchange with a destination tag. Compare it with the tag on the exchange's deposit page: you can see the one that was sent by searching the transaction hash on xrpscan.com. If they differ, the steps in The fix apply. If they match, the exchange has your deposit and is still crediting it. Most do within an hour; if it has been longer, contact the exchange's support with the transaction hash.
If the receipt in the app does not show the tag
The app has a known display issue where a destination tag that was sent correctly is not shown on the receipt afterwards. The explorer is the source of truth: if the tag is there, it was sent.
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.
I sent to an exchange from another network and it was not credited
A send to another chain travels through the intents layer, so the exchange sees a deposit from an address it does not recognise. Some exchanges hold or refuse those deposits, and show them as pending for days or not at all. The funds are at the exchange; their support credits them with the transaction hash.