If a charge looks wrong or looks repeated, this page is where to start. It covers where each fee comes from, why a charge may look duplicated, and how we handle disputes.
Not every fee is a Loop fee
When you see a charge, the first useful question is where it came from. It may be:
The network fee, charged by Canton for processing your transaction, and taken from your Fee Balance.
A fee charged by a connected app you were trading, depositing or bridging through.
A fee shown by another wallet or service in the chain.
A Fee Balance top-up, which is itself a transaction on the network and carries its own small network fee.
An acceptance fee, charged when you accept an incoming transfer by hand. Switching on one-step transfers removes this for the transfers it covers.
Fees charged by connected apps are set by those apps, not by Loop, and they can change. For their current rates, check their own documentation rather than asking us for a figure we cannot keep current.
CC moved into your Fee Balance does not come back
This is the one that surprises people most, so it is worth stating plainly here as well.
Once CC is credited to your Fee Balance it stays there. It is set aside for network fees. It cannot be moved back to your main balance, and it cannot be refunded. That is not a fee we charged and it is not something we can reverse.
So top up what you expect to use rather than moving your whole balance across. What is the Fee Balance? explains why it works that way.
If a fee looks like it was charged twice
It often is not a double charge. The usual explanations: the action was submitted more than once, each attempt carrying its own fee; a deposit and a trade were charged separately; a request timed out and was retried; or the history is showing entries that belong to different steps of the same journey.
That said, if something genuinely looks wrong, we want to see it. Send us the details at the bottom of this page and we will go through the records.
Please do not repeat the action while you are waiting for us. That is the one thing that can turn a question into a real duplicate.
Timeouts are where duplicates come from
A timeout or an error screen does not prove the transaction failed. It may still be processing, and it may still complete after the screen gives up waiting.
Before you try again, check whether a transaction reference was created, whether it appears in your history, and whether your balance changed. If any of those say yes, the action went through.
Fees on transactions 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 before stopping. Whether a fee applies in your case depends on the actual record.
We look at these individually. We will not tell you in advance that a fee will be refunded, and we would rather be straight with you than promise something we cannot deliver. Send us the reference and we will check what happened and what applies.
What we will never ask you to do
We will never ask you to make a payment to unlock funds, to activate support, to verify ownership or to recover a wallet. Anyone who asks you for that is not from Loop.
Building on Loop?
If you are integrating with the SDK rather than using the wallet, retry behaviour after an ambiguous response needs care to avoid creating duplicate submissions. That is covered in Integration rules and troubleshooting and in the SDK documentation at docs.fivenorth.io/loop-sdk/overview.
What to send us
Message us from this page, or write to [email protected], with:
Your party ID and your public wallet address.
The transaction hash or hashes.
Roughly when.
The asset and amount.
The fee you were shown or charged.
What you were trying to do, and in which app.
The exact error message.
A screenshot with anything sensitive hidden.
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