Loop is a non-custodial wallet. Your assets are yours: we do not hold them, and we cannot freeze, reverse, unlock or recover them. Every transfer is authorised by you and settled by the network.

That is worth knowing before you send, because it means the checks below are the ones that matter.

Check that the destination supports the asset you are sending. Check the destination address or party identifier carefully. If the destination asks for a memo or identifier, enter it exactly.

Make sure you are on the official Loop interface and the official destination site.

There is no network to choose. Loop runs on Canton, and the wallet has no network selector. If a site or a person tells you to switch networks in Loop, that is not how Loop works, and it may be a scam.

Transfers cannot be undone once they settle. Read the destination and the amount before you authorise.

The number you see is not always the number you can move. Part of your balance may be reserved or delegated to a connected app, held against open orders or unsettled trades, split across pieces that need merging first, or needed to cover the network fee.

If you cannot send the full amount, check your open orders and whether any assets are delegated. If it still does not add up, message us and we will look.

A loading screen, a timeout or a server error does not prove the transfer failed. It may already be on its way.

Do not send it again. Refresh your transaction history and look for a transaction hash or a pending entry. If you cannot tell what happened, send us the details below.

Common reasons: not enough of the asset, not enough set aside to cover the network fee, an unsupported asset or destination, incorrect destination details, holdings that need merging first, an open order or delegation holding the funds, or a temporary network interruption.

Read the exact error message. It usually points at which of these it is.

When you deposit into a trading app, you grant it limited permission to act for trading and settlement. It does not gain control of your wallet.

If a withdrawal will not go through there, check whether you have open orders, pending trades or unsettled activity. Those can hold your balance.

Revoking permission or using an emergency withdrawal may cancel open orders and affect unsettled trades. It is a way out, not a free undo, so use it knowing that.

An outgoing transfer carries a network fee, and a connected app may charge its own. The interface shows you the fee before you authorise. Fees vary with the size and shape of the transaction, so check the screen rather than assuming a fixed figure.

Message us immediately with the transaction hash and the destination address. We will look at what happened.

Please understand what we can and cannot do: transfers on the network are final, and we have no ability to reverse one or reach into another wallet. We will not promise you a recovery. What we can do is check whether the transfer actually completed, and what it did.

Nobody from Loop will ever ask you to share a private key, seed phrase, password, passkey or verification code. Nobody from Loop will ask you to send funds to verify or unlock your wallet, or to transfer assets to a support wallet.

If someone offers to recover your funds for a fee, it is a scam, every time.

If you see a withdrawal you did not authorise, message us straight away and do not sign anything else.

Your public wallet address. The destination address or party identifier. The transaction hash or command ID. The asset and roughly how much. Roughly when. Which apps were involved. The exact error message. A screenshot with anything sensitive hidden.