I lost my phone or deleted the app
Your funds live on the XRP Ledger and the multichain layer, not on the phone. With your recovery phrase or secret numbers you restore everything on a new device. Without them there is nothing to restore from.
How it shows up
- My phone was stolen
- I deleted XRP Mobile by mistake
- I got a new phone, how do I move my wallet
- I reset my phone and the app is gone
You can fix this yourself
No need to contact support: the steps below are the whole fix.
How support confirms it
- Confirm which backup the user has (12 words or 8 rows). Nothing to look up on our side: the wallet is restored from the backup alone.
Restore on the new device
- Install XRP Mobile from the App Store or Google Play.
- Tap Import wallet.
- Choose Recovery phrase if your backup is 12 words, or Secret numbers if it is 8 rows of 6 digits (the Xaman format).
- Set a PIN for the new phone. It can be different from the old one.
- Your XRP and your multichain balances come back, because both are derived from the same phrase. Repeat for each wallet you had.
Type the phrase only into the app on your own phone. Nobody from XRP Mobile, support included, will ever ask you for it.
If the phone was stolen
The thief needs your PIN (or your face or finger) to open the app, and there is no way in without it. Still, if you have any doubt, move your funds to a new wallet: create a fresh wallet, back it up, and send everything to it. Once done, the old phrase no longer matters.
If you have no backup
If the phone is gone and you never wrote down the phrase or secret numbers, unfortunately the wallet cannot be recovered by anyone, because nothing about it was ever stored with us. If the phone is merely reset or the app merely deleted but you still have access to the device, contact support: depending on your phone's backup settings there are sometimes options, but do not count on it.
Known limitations we are working on
Things the app does not do yet, or does not do well yet, that come up in support. Each one is tracked; this page is here so nobody spends an hour on a problem that is ours to fix.
Notifications never arrive
Push permission belongs to the phone, not the app, and iOS only asks for it once per install. If you said no during setup, the switch in the app cannot ask again: you allow it in the phone's settings.