What to do When a Deposit to an Exchange Didn't Arrive

Situation

You sent XRP to your crypto exchange account and it has not arrived.

General information

In order to send XRP into an exchange account, you need to know two pieces of information:

1) the correct exchange r-address to send the funds to

2) the destination tag (some exchanges incorrectly call the destination tag a "memo") for your exchange account

Both of these are provided by your crypto exchange.

If you are unsure what a destination tag is, check out this video for more information:

• Destination Tags (Explainer video 5/5)
• A more detailed explanation: Introduction to Destination Tags

Why a deposit might not arrive 

The first thing to check is the Xumm Events list and make sure the transaction is listed. 

Az well, make sure the destination tag was entered correctly.

This is the number 1 reason funds are not delivered. People either don't enter a destination tag or enter a destination tag incorrectly.

If the destination r-address and tag are both correct and the funds still have not arrived in your exchange account, it is most likely that your exchange has not processed that transaction on their side perhaps due to technical issues, a processing backlog, or because they are holding your funds for KYC/AML reasons.

What you can do to retrieve your funds

Once Xumm submits a transaction to the XRP Ledger (XRPL) for processing, there is nothing that can be done to change or reverse it. This article explains how this works:

• Can Xumm reverse, freeze or undo a transaction?

TLDR: The XRPL processes the transaction not Xumm.

All crypto exchanges have a process that needs to be followed in order to investigate a transaction.

Start by contacting your exchange and explain what happened. They should provide you with the step by step instructions on how begin the process and what information they require. They will also inform you of any fees that they might charge in order to recover your funds.

(Note: Any fees an exchange charges has nothing to do with Xumm or the the XRP Ledger. Each exchange determines their own service fees.)

To confirm, you should contact your exchange and they will work with you to determine what happened to your funds.

Additional reading

• How to find the Transaction ID of a transaction?

Notes

We understand that you might have additional questions regarding this topic so you are welcome to contact us any time via the Xumm Support xApp in Xumm or you can simply scan this QR code with Xumm and be directed there automatically.