I withdrew XRP from an exchange and it has not arrived
A withdrawal is sent by the exchange, not by XRP Mobile. Until the exchange sends it there is nothing on the XRP Ledger; once it is on the ledger it lands in seconds. The transaction hash (TXID) in the exchange's withdrawal history shows which of the two it is.
How it shows up
- I withdrew XRP from Binance to XRP Mobile and it never arrived
- My Coinbase withdrawal says completed but my wallet shows nothing
- I sent XRP from my exchange account to my wallet and it is not there
- My Kraken withdrawal to XRP Mobile is not showing
Support can resolve this in chat
Follow the steps below; the support agent can walk you through them.
Check it yourself
- Search the withdrawal's transaction hash (TXID), from the exchange's withdrawal history on xrpscan.com and compare its Result and Destination with your XRP address (in the app, tap Receive).
- If it says the transaction was not found, read "The exchange has not sent it yet" below.
- If the Result says tecNO_DST_INSUF_XRP, read "The ledger refused it: your wallet was not activated" below.
- If the Result says anything else other than tesSUCCESS, read "The withdrawal failed on the ledger" below.
- If the Result says tesSUCCESS and the Destination is that address, read "It arrived in your wallet" below.
- If the Result says tesSUCCESS and the Destination is a different address, read "It went to a different address" below.
- If you do not know the withdrawal's transaction hash (TXID), from the exchange's withdrawal history or your XRP address (in the app, tap Receive), 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 "Nothing has arrived yet" below.
- If there is an incoming payment of 1 XRP or more, read "XRP arrived recently" below.
- If there is none, or only tiny amounts under 1 XRP, read "Nothing has arrived yet" below.
Have this ready if you contact support
- The withdrawal's transaction hash (TXID), from the exchange's withdrawal history
- Your XRP address, from Receive
- The exchange, the amount and the time of the withdrawal
What is going on
When you withdraw from an exchange, the exchange sends the XRP from its own wallet to your address. XRP Mobile only receives it. Exchanges often hold withdrawals for a while for security checks, especially the first one to a new address. Once the exchange sends it, the payment lands in a few seconds.
Find the transaction hash
Open the exchange's withdrawal history and tap the withdrawal. Once it has been sent, it shows a transaction hash, also called TXID: 64 letters and numbers. If there is no hash yet, the exchange has not sent it.
The exchange has not sent it yet
The XRP Ledger has no payment with that hash. Check that you copied the whole hash from the withdrawal. If the withdrawal is still pending or processing on the exchange, it has not been sent: exchanges can take from minutes to a few hours, longer for a first withdrawal or after a security check. If the exchange says it is complete and its hash is still not found on xrpscan.com, contact the exchange's support.
It arrived in your wallet
The XRP Ledger shows the payment arrived at your address. The withdrawal is complete and the XRP is yours. If the app does not show it, pull down on the wallet home to refresh. If it still does not appear, see Balances or prices are not loading.
It went to a different address
The XRP Ledger shows this withdrawal went to a different address than yours. Compare the address saved on the exchange with the one in Receive, character by character. If it is another wallet of yours, the XRP is there. If it is not, only the owner of that address can send it back: see I sent funds to the wrong network or the wrong address.
The ledger refused it: your wallet was not activated
A new XRP Ledger account only comes into existence with a first payment of at least 1 XRP. This withdrawal was smaller than that, so the ledger refused it and the XRP never left the exchange's wallet. Ask the exchange to return it to your balance if it does not show there, and withdraw at least 1 XRP plus the exchange's fee. See The app says my account needs activating.
The withdrawal failed on the ledger
The XRP Ledger shows this payment failed, so the XRP did not leave the exchange's wallet. Contact the exchange's support with the transaction hash: they can see why and return it to your balance.
XRP arrived recently
The XRP Ledger shows XRP arrived at your address in the last few days. If that is your withdrawal, it is in your wallet: pull down on the wallet home to refresh. If it is not, check the withdrawal's status on the exchange and look for its transaction hash.
Nothing has arrived yet
Nothing of 1 XRP or more has reached your address in the last three days. The exchange has not sent the withdrawal yet, or sent it to another address. Check the withdrawal's status on the exchange, and compare the address it was sent to with the one in Receive. The transaction hash, once there is one, shows exactly where it went.
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.
I forgot my PIN
The PIN only protects the app on this phone and is never sent anywhere, so nobody can look it up or reset it. If you have your recovery phrase or secret numbers you lose nothing: reinstall and import.