Support Center

Top Questions

  1. What is a recovery key?

Buy and Sell

19 Articles
  1. What are the fees for buying XRP through the BRD app?
  2. How do I buy XRP in the BRD app?
  3. Will I be charged cash advance fees if I buy XRP with a card?
  4. How do I sell ETH in the BRD app?
  5. How do I sell bitcoin in the BRD app?
  6. How do I buy ether or DAI in the BRD app?
  7. How do I buy bitcoin in the BRD app?
  8. How do I check the KYC status for the SEPA transaction I would like to make in the app?
  9. How do I make a SEPA payment when purchasing funds in the BRD app?
  10. How do I exchange a supported currency to ether or to an ERC20 token?
  11. How do I exchange my ether or ERC20 token to another supported currency?
  12. Will I be charged cash advance fees if I buy ether with a card?
  13. What are the fees for buying or selling ether or DAI through the BRD app?
  14. How do I exchange a supported currency to bitcoin cash?
  15. How do I exchange my bitcoin cash to another supported currency?
  16. How do I exchange a supported currency to bitcoin?
  17. How do I exchange my bitcoin to another supported currency?
  18. Will I be charged cash advance fees if I buy bitcoin with a card?
  19. What are the fees for buying or selling bitcoin through the BRD app?

Send and Receive

28 Articles
  1. How can I send HBAR coins from BRD?
  2. How long will it take for a bitcoin cash transaction to arrive in my BRD wallet?
  3. What are the Hedera transaction details?
  4. Why is my Hedera transaction missing?
  5. Why does it cost money to send a Hedera transaction?
  6. Why is the value of HBAR coins sent different than the value received?
  7. How do I receive HBAR coin in my BRD wallet?
  8. How do I use the "Request an Amount" screen in my Hedera wallet?
  9. Why does it cost money to send an XRP transaction?
  10. Why is the value of XRP sent different than the value received?
  11. How do I use the "Request an Amount" screen in my XRP wallet?
  12. How long will it take for an XRP transaction to arrive in my BRD wallet?
  13. How do I receive XRP in my BRD wallet?
  14. How can I send XRP?
  15. Why is my ethereum or ERC20 token transaction taking too long to send?
  16. Why is my bitcoin cash transaction taking too long to send?
  17. Why is my bitcoin transaction taking too long to send?
  18. Why is my Hedera transaction taking too long to send?
  19. How do I use the "Request an Amount" screen in my Ethereum or ERC20 token wallet?
  20. Why is the value of ether or ERC20 token sent different than the value received?
  21. What are the ethereum or ERC20 token transaction details?
  22. How can I send ether or ERC20 tokens from BRD?
  23. Why does it cost money to send an ether or ERC20 token transaction?
  24. How do I receive ether or ERC20 tokens in my BRD wallet?
  25. How do I use the "Request an Amount" screen in my Bitcoin Cash wallet?
  26. Why did my bitcoin cash Receive Address change?
  27. Why is the value of bitcoin cash sent different than the value received?
  28. What are the bitcoin cash transaction details?

Cryptocurrency Basics

7 Articles
  1. What is HBAR?
  2. What is XRP?
  3. What is SegWit?
  4. What is an ERC20 token?
  5. What is Ether?
  6. What is Bitcoin?
  7. What is Bitcoin Cash?

BRD Rewards

1 Articles
  1. What are BRD Rewards?

Miscellaneous

5 Articles
  1. How do I contact the BRD Customer Support team via email?
  2. Why are some ERC20 tokens no longer supported?
  3. BRD Official Social Media Channels
  4. How do I get started?
  5. Is the BRD app free?

Importing Wallets

1 Articles
  1. How do I import a bitcoin paper wallet?

Troubleshooting

16 Articles
  1. Why does my XRP transaction show a 0XRP balance?
  2. Why was my purchase order via ACH cancelled?
  3. Why do I get an "Invalid Address" error when sending bitcoin cash?
  4. Why do I get an “Insufficient funds” error when sending ether or ERC20 tokens?
  5. Why is my ether or ERC20 token transaction missing?
  6. Why is syncing to the Bitcoin Cash blockchain taking too long or not successful?
  7. Why do I get an “Insufficient funds” error when sending bitcoin cash?
  8. Why is my bitcoin cash transaction missing?
  9. Why is syncing to the Bitcoin blockchain taking too long or not successful?
  10. Why is my bitcoin transaction missing?
  11. Why do I get an “Insufficient funds” error when sending bitcoin?
  12. Why can't I see my funds after recovering my wallet?
  13. Why do I get a “No internet connection found” error?
  14. How do I access an unsupported cryptocurrency I sent to my BRD wallet?
  15. The BRD app couldn't be authenticated on Android.
  16. Why is my wallet disabled?

Security

6 Articles
  1. Why do I need to write down my recovery key?
  2. Why do I need a PIN?
  3. How do I confirm my recovery key?
  4. What is a recovery key?
  5. What is fingerprint authentication?
  6. How do I reset my PIN with my recovery key?

App Settings

17 Articles
  1. How does the BRD Hedera wallet show my balance in my local currency?
  2. How does the BRD XRP wallet show my balance in my local currency?
  3. How do I turn FastSync on?
  4. How do I add a token in the BRD app?
  5. How does the BRD Ethereum or ERC20 token wallet show my balance in my local currency?
  6. When should I sync my Bitcoin Cash wallet to the blockchain?
  7. How do I sync my BRD app's Bitcoin Cash wallet to the blockchain?
  8. How does the BRD Bitcoin Cash wallet show my balance in my local currency?
  9. How do I sync my BRD app's Bitcoin wallet to the blockchain?
  10. How do I connect to a specific bitcoin node?
  11. When should I sync my Bitcoin wallet to the blockchain?
  12. How does the BRD Bitcoin wallet show my balance in my local currency?
  13. How do I add or remove wallets in the BRD app?
  14. How do I update my PIN?
  15. How do I change the local currency displayed in my wallet?
  16. How do I recover a previous wallet I had with BRD?
  17. How do I wipe my wallet?

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Policy Questions

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Why is my ether or ERC20 token transaction missing?

If one or more transactions are not showing in your wallet, please try force quitting the app and restarting it.  

If you are expecting an incoming transaction into your BRD wallet that hasn’t arrived yet, the 66 digit ether or ERC20 token transaction ID can help the support team track its progress. This ID can usually be found by asking the sender for this information.

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