Common Withdrawal Issues

If your withdrawal has been Pending for more than 24 hours:

1. Check your activity feed for any status updates or rejection notices.
2. Verify there are no account security holds in Settings.
3. Contact support with your withdrawal request ID.

Periods of high demand or scheduled maintenance may extend processing times.

Common rejection reasons:

• Invalid destination address — The address you entered is not a valid XRP/XLM address.
• Missing or invalid memo — If withdrawing to an exchange, the exchange may require a memo that you did not include.
• Insufficient balance — Your available balance is less than the requested withdrawal amount plus fees.
• Security hold — Your account has been flagged for a security review.

Check the rejection reason in your activity feed and correct the issue before resubmitting.

If you realize you entered the wrong destination address:

1. Immediately contact support.
2. If the withdrawal is still Pending, we may be able to cancel it.
3. If already processed, the transaction is on the blockchain and typically cannot be recovered.

Always triple-check destination addresses before confirming a withdrawal.

If your withdrawal shows as Completed but you haven't received the funds:

1. Copy the transaction hash from your activity feed.
2. Look up the transaction on an XRPL or Stellar explorer to confirm it was sent.
3. Check the destination wallet — ensure you're looking at the correct network (XRP vs XLM).
4. If using an exchange, check if the exchange has credited the incoming transfer (may take a few hours on their end).
5. Contact support with your transaction hash if the issue persists.