Step 1 — Verify the Transaction Went Through
Before contacting support, verify your transaction on the blockchain:
- XRP: Look up your transaction hash on xrpscan.com or livenet.xrpl.org
- XLM: Look up your transaction hash on stellar.expert or stellarchain.io
If the transaction shows as confirmed on the explorer, it reached the blockchain. If it doesn't appear, the transaction may have failed in your wallet.
Step 2 — Check Your Activity Feed
Log in to XamanProtocol and check Dashboard → Activity. If your deposit appears as Pending, it was detected and is awaiting review. Most deposits process within 1–6 hours. If it's been more than 24 hours, contact support.
Step 3 — Check If Memo/Tag Was Included
The most common reason a deposit doesn't credit automatically is a missing destination tag (XRP) or memo (XLM). If your transaction is confirmed on-chain but not showing in XamanProtocol, check whether you included the required tag/memo.
If not, contact support with your transaction hash — we can manually credit it after verification.
Step 4 — Contact Support
If your deposit is confirmed on-chain, has been more than 24 hours, and is not in your activity feed:
- Gather your transaction hash (TXID)
- Note the amount, asset, and sending address
- Contact support with these details
Do NOT send a duplicate transaction while waiting — this could complicate the resolution.