These words do not mean the same thing
Pending: sent, but the final result is not visible yet.
Failed: the network or the app has confirmed it did not go through.
Timed out: the app stopped waiting for an answer. This does not prove the transaction failed.
Stuck: not a real status. Usually one of the above, or a display that has not caught up.
If it says pending
Refresh your activity page and check whether your balance or the destination has changed. Processing time depends on the type of transaction, the app involved and the state of the network, so we cannot give you a fixed waiting time.
Do not send the same transaction again while the first one is still uncertain. You may end up paying twice.
If it stays pending and you cannot tell what happened, message us.
If it timed out, or you saw a server error
This often means the app stopped waiting, not that the transaction was rejected. It may already have gone through, or it may still complete.
Check your history and balances before doing anything else. Do not repeat the transaction straight away.
If it failed
Note the exact error message. Common reasons:
Not enough of the asset you are sending. Not enough set aside to cover the network fee. An unsupported destination or asset. An expired or duplicated request. An app or network interruption.
If the reason was the network fee, top up and try again. If it was something else, do not repeat the transaction until you know why it failed, or you will hit the same wall.
If you pressed the button several times
Each press can create a separate attempt. Do not add more. Send us every transaction reference you can see and we will work out what actually happened.
If it involves a connected trading app
Trades, settlement and your wallet balance do not always update at the same moment. Check whether you have open orders or unsettled trades before assuming something is stuck.
If the screen looks wrong but the transaction is fine
Refresh the page, or sign out and back in through the official site. Use an up-to-date browser.
Never clear your wallet credentials, import your keys into another service, or use an unofficial explorer to fix a display problem.
Fees on a transaction that did not complete
A network fee can apply to an attempt even when the action does not finish, because the network charges for the work it did. Whether a fee applies to your case depends on the actual transaction record. Send us the reference and we will check it.
One important warning
Nobody from Loop will ever ask for your private key, seed phrase, password, passkey or verification code. Nobody legitimate will ask you to send funds to unlock, verify, speed up or recover a transaction. Those requests are always a scam.
If you see a transaction you did not authorise, message us straight away and do not sign anything else.
What to send us
Your public wallet address. The transaction hash or reference. The asset and roughly how much. Roughly when. Which apps were involved. The exact error message. A screenshot with anything sensitive hidden.