Xaman Help Center
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  • Welcome to the Xaman Help Center!
  • Getting started with Xaman
    • 💙Understanding the Xaman Service Fee
    • 🎉Xaman 4.0
    • How to create a RLUSD Trust Line
    • 💸What is Xaman?
      • Understanding Self custody
      • Where are your funds stored?
      • Xaman & natural disasters
      • Common misconceptions
    • Installing Xaman
    • Your first XRP Ledger account
      • How to create an XRP Ledger account
    • Activating an account (XRPL)
      • From GateHub
      • From Uphold
      • From Kraken
      • From Crypto.Com
      • From Coinbase
      • From Kucoin
      • From Binance
      • From Bitrue
      • From Bitstamp
    • Importing your account (XRPL)
      • Should I import my XRP Ledger account into Xaman?
      • ...with Secret Numbers
      • ...with a Family Seed
      • ...with a Mnemonic
      • ...a Xaman card
      • ...in Read Only mode
      • How to import an XRP Ledger account from a hardware wallet
    • Buying XRP
      • Banxa
      • BTC Direct
      • Guardarian
      • Topper
      • C14
      • Xaman On/Off Ramp
    • Sending tokens to Xaman
    • Sending XRP to Xaman
    • Sending tokens from Xaman
    • Sending XRP to Moonpay
    • How to convert a Read only account to Full Access
    • Deposit to Exchange Didn’t Arrive
    • Can Xaman reverse, freeze or undo a transaction?
    • Can I view/export my account secret?
    • I've lost my account secret!
    • Accessing your XRP Ledger account
    • General Terms and definitions
    • How to create a Trust Line
    • How to test your Account Secret
    • How to Rekey an XRP Ledger (XRPL) Account
    • How to disable the Master key
    • How to enable the Master Key
    • How to configure biometrics
    • Displaying XRP value
    • How to migrate from Toast Wallet to Xaman
    • Why adding / generating & confirming "Secret Numbers" is not user friendly
  • Learning more about Xaman
    • 📱Got a new phone?
    • 🪙Supported tokens
    • Adding an Icon/Logo to a Trust Line in Xaman
    • Cashing out your XRP
    • Cashing out with GateHub
    • Adding Euro tokens via GateHub
    • Xaman & the Flare network
    • Xaman & AMM
    • Xaman & Fractal ID
    • Spam on the XRP Ledger
    • How to set the currency
    • How to change your Email Address
    • KYC
    • xApp Publishing
    • How to Get a Token Added to the Xaman Short List
    • Destination tags
    • How to recover a Casinocoin (CSC) account
    • GateHub’s issued tokens
    • How to send SGB to BiFrost
    • Taxes and your XRPL/Xahau accounts
    • How to reset the 6 digit passcode
    • Resetting the (account) signing password
    • Deleting an XRPL account
    • Official communication channels
    • NFTs
      • NFT Burn Process
    • Does Xaman offer Staking?
    • I've been scammed!
    • How to take a screenshot
    • Moving your XRPL account to another wallet
    • Feeling Generous?
    • How to access Testnet on XRP Ledger
  • Configuring Xaman
    • Understanding the Settings Options
      • How to take a screenshot
      • Events screen
      • Security screen
      • How to post a Session Log
      • Third party apps
  • XAMAN (TANGEM) CARDS
    • All about Xaman (Tangem) cards
    • Getting started with your new cards 🤗
    • How to configure a backup signing account
    • Creating a pin on your card
    • Best Security Practices Using the Xaman (Tangem) Cards
    • Lost or damaged cards
    • How safe is a card?
    • How to link an existing account to a Xaman card
  • ALL ABOUT XAPPS
    • Xaman xApps
      • Account Worth
      • Account Merge
      • Vanity Address xApp
      • Get Cards
      • DEX Trade
        • The price difference between selling and buying is too high
      • Path Finding
      • Xumm Pro Beta
      • Buy/Sell XRP
    • XRPL Services
      • Token Trasher
        • How to remove a Trust Line
        • How to get rid of tokens
      • Escrow creator
        • How to release an escrow
      • Token creator
      • Xahau Import
    • XRP Community
      • Trust in the XRPL Community
      • CasinoCoin Lobby
      • XRP Ledger TipBot
      • UniSpend
      • Transaction Exporter
      • Gatehub Trade
      • Stably xApp
    • Xahau xApps
      • Balance Adjustment
      • XAH Teleport
      • Voucher
  • Xaman Pro
    • 😎What is Xaman Pro?
    • How to subscribe to Xaman Pro
    • Features of Pro
      • Profiles
        • All about Profiles
        • What is PayString?
        • Setting up your Xaman Profile
      • Push notifications
      • Accounts
      • Xaman App early access
      • Free Tangem Card
      • Premium Support
      • Vanity addresses
  • Security and Xaman
    • All About Security
      • How secure is Xaman?
      • Has Xaman been audited?
      • Upgrading your encryption
      • Xaman (Tangem) Cards
      • 2FA and Xaman
      • Account present on another device
      • Quantum Attacks and Xaman
  • XRP Ledger resources
    • XRP Ledger Concepts
      • Video: Reserves and Fees on the XRPL
      • About Reserves
      • Payment Channels
      • Multi Signature
      • Understanding fiat currencies
  • Release notes
    • Current release
    • Previous releases
      • 😎Updating to Xaman v2.8.2!
      • Xaman v2.8
      • Xaman v2.6 (Formerly Xumm)
      • Xumm v2.5
      • 🥳Updating to Xumm v2.5!
      • Updating to Xumm v2.4
      • Xumm v2.4
      • Xumm v2.3.1
      • Xumm v2.3.0
      • Xumm v2.2.8
      • Xumm v2.2.6
      • Xumm v2.2.5
      • Xumm v2.2.3 / v2.2.4
      • Xumm v2.21
      • Xumm v2.0
      • Xumm v1.0.0
      • Xumm v0.6.0
      • Xumm v0.5.2
      • Xumm v0.5.1
  • About Xaman & XRPL Labs
    • About XRPL Labs
    • 👨‍👩‍👧‍👧The XRPL Labs/Xaman team
      • 📺Team: Ali, Satish & Koen
      • 📺Team: Richard & Tristan
      • 📺Team: Chris & Alex
      • 📺Team: Tom & Kevin
      • 📺Team: Dominique & Dirk Jan
      • 📺Team: Patrick & Will
      • 📺Team: Mai
      • 📺Team: Denis & Robert
    • Xaman vs. Ripple
    • Privacy Statement
    • Terms of Service
    • Responsible Disclosure Policy
    • Switching from Ledger to Xaman
  • Xahau
    • Activating a Xahau account
      • Activating an XRPL account on Xahau
      • Activating a Xumm card account on Xahau
      • Activating a Vanity Account on Xahau
      • How to send XAH from GateHub
      • How to send XAH from Bitrue
      • Via another Xahau account
    • Understanding the XAH token on the XRP Ledger
    • Understanding Reserves on Xahau
    • Understanding Trust Lines on Xahau
    • How to create a XAH Trust Line in your XRPL account
    • How to create a Trust Line (Xahau)
    • How to create an Evernode Trust Line
    • How to trade XAH coins
    • How to Rekey a Xahau account
    • How to trade Evernode (Evr) tokens
    • How to send XAH to GateHub
      • How to send XAH Tokens to GateHub - Hosted account
      • How to send XAH Tokens to GateHub - Self Custodial account
      • How to send XAH coins to GateHub - Hosted account
      • How to send XAH coins to Gatehub - Self Custodial account
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On this page
  • Frequently asked questions
  • Can Xaman conduct its own investigation?
  • My police department doesn't know anything about crypto scams
  • Why can't Xaman just reverse the transactions and get my funds back?
  • Why can't I just change my 6 digit passcode or my signing password?
  • What else should I do?
  • Moving forward
  • Summary

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  1. Learning more about Xaman

I've been scammed!

What to do if you've been hacked or scammed

If you are the victim of a crime, it is vital that you report it to your local police department as soon as possible. They will have the resources, the expertise and experience necessary to conduct a thorough investigation into your case and determine what the best course of action is to recover your funds.

Some countries have a special "cyber crime" or "financial crime" units that you can report crimes to as well. Your local police should provide you with all of your options.

Frequently asked questions

Can Xaman conduct its own investigation?

Xaman is not part of any governmental law enforcement agency nor we do not have the legal authority to conduct a criminal investigation. As well, we are not permitted to interfere in police investigations.

If the police require our assistance, the will contact us.

My police department doesn't know anything about crypto scams

Investigating criminal matters, which now includes crypto and blockchain crimes, is one of the primary responsibilities of law enforcement. In most countries around the world, the local police departments are getting better when it comes to investigating cyber crimes. (After all, blockchain has been around for over 15 years now.) If there is any chance in recovering your funds, the police will need to be involved.

Why can't Xaman just reverse the transactions and get my funds back?

Transactions on the XRP Ledger can not be reversed, blocked or "undone" and the XRPL does not have any administrative functions built into it, so there is no way for Xaman or anyone else to modify or change a completed transaction. All transactions on the XRPL are permanent.

Why can't I just change my 6 digit passcode or my signing password?

The 6 digit passcode is used to access the Xaman app and in some cases, sign transactions in Xaman. It is not used to access your XRPL account. (That's what the secret numbers are for.) Changing your passcode has no effect on your secret numbers.

The same applies to your signing password. Both the passcode and the sign password are LOCAL security measures to protect your secret numbers locally on your phone. They do not prevent someone from accessing your account if they have your secret numbers.

What else should I do?

  1. After you have contacted the police, explain exactly what happened which lead up to this situation. They might need access to your phone and your internet history so you should be prepared to surrender your mobile device and your internet records if required.

  2. Consider re-keying your account and disabling the master key for the compromised account. If you do this, it will prevent the scammers from accessing your account again.

  1. Try to think of ways your account secret could have been compromised.

  • Have you ever shared your private key it with anyone?

  • Was your private key stored on a cloud account or somewhere else online?

  • Was you private key stored on your PC? Mobile device?

  • Have you ever entered your private key into a Google form?

  • Have you ever entered your private key into another crypto wallet service?

  • Have you ever entered your private key into a Website?

  • Has your phone ever been in for servicing or repairs?

  • Do you use public wifi?

If none of these apply to your situation, there is a good chance that your mobile device has been hacked. At this point we strongly recommend you consider wiping your phone and start reinstalling applications one at a time. Do not restore from backup! Without knowing how your phone was compromised, restoring from backup could be dangerous.

Apple

Android

For instructions on how to wipe your Android phone, contact your phone manufacturer.

Moving forward

We take security VERY seriously.

If you have found yourself in this situation, you should consider the following suggestions moving forward:

  • Xaman (Tangem) cards - these cards are an excellent way to take the security of your XRPL account to the next level. You can learn more about them here:

  • Review the following article and consider how you plan to interact with the XRP Ledger in the future.

Summary

  • Contact your local police immediately if you are the victim of a crime.

  • Either re-key the account or

  • Create a new account and move your assets over to the new account

Note: Be advised, Trust Lines will have to be duplicated (temporarily) in the new account until they can be removed from the old account requiring enough XRP to cover reserves for two sets of Trust Lines until the move is complete.

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Last updated 7 months ago

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If re-keying looks too complicated, you can alternatively create a new account, then move your remaining funds over to your new account then delete your compromised account. Here is the link to the articles that explain how to do this:

How to create a new XRP Ledger account using Xumm
How to delete your XRP Ledger account
How to erase all content and settingsApple Support
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How to re-key your XRPL account

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How to disable the Master keys on an account

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How safe are Xaman (Tangem) cards?

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How secure is Xaman?