Customer support information
PLEASE READ CAREFULLY BEFORE CONTACTING SUPPORT.
Our web-site operates as an explorer of PUBLICLY available information on the XRPL.
We do not provide wallets, we do not store your secret keys and we do not have access to your funds. Consequently, your funds cannot «settle» or «become stuck» with us.
Our primary function is to provide information about transactions and accounts on the XRPL in a user-friendly manner. The information we provide is not proprietary or secret; it is available to anyone with access to the blockchain.
What We Cannot Do:
- Freeze Accounts: We have no authority to freeze or lock any accounts on the XRPL.
- Reverse or Cancel Transactions: We can't reverse or cancel transactions, and we can't refund payments that have already been sent.
- Modify/Add Destination Tags: We cannot change or add destination tags to any transactions.
- Conduct Investigations: We do not investigate transactions, lost funds, or incidents of fraud.
- Recover Lost or Stolen Funds: Unfortunately, we cannot assist with recovering lost or stolen XRP.
What to Do in Specific Situations:
- Stolen Funds or Fraud/Scam Victim: If your funds were stolen or you were scammed, you can report the incident here.
- Failed Transaction with Funds Deducted: If your transaction status shows as failed but the funds were still deducted, please contact the service, wallet, or exchange you used to initiate the transaction.
- Successful Transaction, Funds Not Received: If your transaction shows as successful but the recipient hasn't received the funds, reach out to the recipient's wallet, service, or exchange support team.
- Incorrect or Missing Destination Tag: If you sent a transaction without a destination tag or with an incorrect tag, refer to points (2) and (3) above for guidance.
- Missing in Your Wallet: The missing is due to the XRP Ledger's base reserve requirement. Please read more about the base reserve.
- Sending XRP from a Paper Wallet: To send XRP from a paper wallet, you need to first import it into a software wallet. We recommend using the Xaman mobile app for this purpose, where you can import the secret as a family seed.
Note: Due to our limited time and resources, we are unable to respond to emails related to issues mentioned in points 1-6 above.
Inquiries:
For any partnership or marketing proposals: moc.pmohtib@rentrap
For any questions about the username registration, transaction explorer or Bithomp Pro: moc.pmohtib@seiriuqni
Submit information about your service
If you have a public service and you want your addresses to be recognised, submit your information here.