Q1: Read this first - General warning about crypto-currency and Ripple: Crypto-currency is a financial instrument. It requires the careful considered forethought of any financial transaction. Read carefully, read everything on the screen, learn about crypto-currency before you use it, learn how Ripple works and how it's different to other crypto-currencies before you use it, think before you leap, and always use small amounts to test before using large amounts, and always exercise general caution!
Q2: I bought on exchange XYZ and it hasn't shown up in my XRP Wallet yet, what's going on? If it isn't in your XRP Wallet then your exchange hasn't sent it. You can verify this by putting your address in Bithomp— if it says account not found then your address hasn't been activated yet because your exchange hasn't sent anything yet (even if they claim they have!) Talk to them.
Q3: I read everything and something still doesn't work! Make sure you have the latest version. (Take a backup from the settings menu before you update.)
Q4: I created a new address in XRP Wallet but it says not activated? You need to send at least 10 XRP to the new address to activate it on the Ripple network. If you send less than 10 XRP to your account that payment will bounce and return to the sender. If you sent this from an exchange then this payment will end up in your exchange's hot wallet and you will likely need to contact them to have it credited back to your exchange account.
Q5: Do you send my Ripple secrets/accounts/wallet details to your servers? No data is sent to our servers from XRP Wallet, ever. The only connection to the outside world that XRP Wallet makes is directly to the Ripple network.
Q6: If I lose my passphrase do I lose my wallet? Provided you wrote down your recovery phrase you should be able to get it back.
Q7: If I lose my phone do I lose my wallet? Provided you made a backup from the settings menu after generating your addresses you'll be able to restore your backup onto another device.
Q8: How are my Ripple secrets stored on my device? They are stored using PouchDB. Specifically the secrets are heavily encrypted and then stored on your device. Your passphrase is used to generate a cryptographic key for storing your secrets. The PouchDB instance is never synced with any external server.
Q9: There are only 100,000 possible PIN combinations, won't two people eventually have the same PIN and be able to access each other's XRP? First, the PIN is not used to encrypt your secrets, it is just a privacy guard on the front of the app to stop your friends (whom presumably borrow your phone occasionally) from checking out how much XRP you have. Second, each time a passphrase is set on a XRP Wallet instance it is randomly salted, so even two identical passphrases on two different devices will produce two different keys. Finally XRP Wallet does not deterministically generate Ripple secrets, so no this could never happen.
Q10: I sent some XRP to a XRP Wallet account and now I can't get the last 10 XRP out of XRP Wallet, is this a fee you charge? We do not charge any fees. XRP Wallet is completely free to use and always will be. The 10 XRP reserve is a feature of the Ripple network. One day Ripple validators will lower the reserve requirement and free up these funds but for now they are locked. For more info check out https://xrpl.org/reserves.html. Since 2020, you can delete your account at a costs of 2 XRP. So this allows you to recover some of the 10 XRP reserve. In the app, just tap 'Delete Account' in the Account screen.
Q11: I'm trying to send to an address/exchange but it keeps telling me I have insufficient funds You need to leave a 10 XRP reserve in your XRP Wallet account. This is a Ripple network enforced reserve. You also should check that the address you're sending to starts with a lower case 'r' and is 33-34 alpha-numeric characters with no other characters in it such as ? & = . etc.
Q12: Can I backup my XRP Wallet? Yes, use the settings menu.
Q13: Can I import a backup from a different wallet into XRP Wallet? Yes, if you can obtain the Ripple secret from the other wallet you can import it into XRP Wallet using the Add Existing Account feature under + Add Account.
Q14: Can I export a backup from XRP Wallet into a different wallet? Yes, click the account you wish to export then click Secret. Enter your passphrase and copy the Ripple secret for that account. Almost every XRP wallet in existence allows you to import a Ripple secret.
Q15: I've lost my passphrase. How do I recover my wallet using my recovery phrase? Go to change passphrase in the settings menu. Enter your recovery phrase where it says 'current passphrase' then reset your passphrase as normal. If this doesn't work make sure you've updated to the latest version of XRP Wallet.
Q16: I've forgotten my PIN and my passphrase Tap the recovery icon at the top right of the PIN entry. Use your recovery phrase to reset your PIN. Then perform the steps in the question above to recover your passphrase.
Q17: I've forgotten my PIN and my passphrase and I didn't write down my recovery phrase. You're out of luck. Should have written down your recovery phrase.
Q18: I imported a backup but an account is missing XRP Wallet backups are data backups. You only backup what exists at the time you create the backup.
Q19: I sent XRP to an address that isn't in my wallet how do I get it back? Most likely you can't. Make sure you click/tap IMPORT ADDRESS on the generated address screen to actually add a new address to your wallet. If your account is not listed on the home screen of your XRP Wallet IT HAS NOT BEEN IMPORTED. Go back and do it properly!
Q20: But who owns the (randomly generated) address I sent to if I don't? Most likely no one owns it. There are approximately 1.1 x 10^77 possible Ripple addresses. That is a 1 with 77 zeros after it. When you generate an address you pick a point at random in this address space. If you do not import the address or save the private key (secret) you will never be able to access it.
Q21: I sent a large amount of XRP to my XRP Wallet and something went wrong how do I get my money back? We recommend you send a small amount of XRP to begin with... 11 XRP is sufficient to activate your new address and test the wallet. We also recommend that you send 1 XRP back to your exchange from your XRP Wallet to ensure you're happy with the way the wallet operates before using the wallet further.
Q22: I sent XRP to my exchange but forgot to add the destination tag! What do I do? First locate the transaction by entering the Ripple address you sent from here: https://bithomp.com. Next find the transaction in question. Expand the transaction details and copy the transaction hash at the bottom. Contact your exchange, provide the transaction hash and explained what has happened. They will most likely initiate a refund back to your XRP Wallet address. DO NOT DELETE THE ADDRESS. DO NOT UNINSTALL THE APP.
Q23: I deleted the XRP Wallet app from my device but I still have the recovery phrase, how do I get my accounts back? You need to have made a backup before you deleted the app, using the settings menu option. XRP Wallet does NOT deterministically generate addresses from the recovery phrase. Some other wallets may operate this way but XRP Wallet does not. For absolute clarity: in order to recover a XRP Wallet backup you need: the backup code and either your passphrase OR your recovery code for that wallet.
Q24: I have a jailbroken iPhone or iPad and I opened XRP Wallet and my XRP is gone! We have had reports from jailbroken users that XRP Wallet does not behave normally on their devices. We do not recommend you use XRP Wallet on a jailbroken Apple device. For clarity: if you have Cydia on your phone, your phone is regarded as being jailbroken.
Q25: My exchange is asking me for a destination tag what do I put? If you are transferring to your own wallet address you can use destination tag 0
Q26: The USD balance is a bit off in my wallet Ripple uses Coingecko's USD exchange rate for its live balance. If it's different to your favorite exchange it's because not all exchanges have the same rate at all times.
Q27: I'd like to have Ripple run on two devices, can I sync my accounts? Yes, simply generate a backup code from your current device (settings -> backup) then restore the backup on your new device by selecting the existing wallet option from the license screen and pasting the backup code into the next screen.
Q28: I'm trying to use my Recovery Phrase to change my passphrase but it's not working Your recovery phrase is six words long, all lower case no spaces at the start or end, exactly one space between each word. If it's not working its because you have extra whitespace.
Q29: I'm trying to send a tiny amount of XRP to a new address and it keeps failing You need to send at least 10 XRP to a new address to activate it. Anything less will bounce. Q30: I'd like to make a paper wallet for a friend, can I do that with XRP Wallet? Yes you can. A paper wallet is just a Ripple key-pair: an address and a Ripple secret. Create a new address by tapping + Add Account then Generate New Address. Import the address into your XRP Wallet. Ignore the backup prompt. Now find the new address on your home screen, tap it, then tap Secret. Enter the passphrase to reveal the Ripple secret. Write this and the address down on paper to give to your friend. When you have written them down you can delete the address from your XRP Wallet using the Delete button. This is now a paper wallet.
Q31: I'm trying to use my recovery phrase on my phone and I'm sure it's right but it's not working! Some phones may have an internationalized keyboard which can cause your recovery code to be entered incorrectly. Please double-check.
