Troubleshooting
Get help when something goes wrong. Lombard offers multiple support channels depending on the urgency and complexity of your issue.
Contact Support
Live Chat (Fastest)
Available directly on the Lombard website. Click the chat icon in the bottom right corner of any page.
Best for: Quick questions, real-time guidance, urgent issues
Discord Tickets (Fastest)
Open a support ticket in the Lombard Discord server for detailed assistance.
Best for: Complex issues, transaction investigations, technical problems
How to open a ticket:
Join the Lombard Discord
Go to the #support channel
Click Create Ticket
Describe your issue with relevant details (transaction hash, wallet address, screenshots).
Email
For formal inquiries, partnership requests, or sensitive issues.
Best for: Account issues, formal complaints, partnership inquiries
Response time: 24–48 hours
Common Issues
Staking & Minting
My BTC deposit is not showing
Your deposit needs 6 Bitcoin confirmations before LBTC can be minted. This typically takes 40–60 minutes but can be longer during network congestion.
Check your transaction on a Bitcoin block explorer
Verify you sent to the correct deposit address
Wait for 6 confirmations
LBTC did not auto-mint
During high gas periods, auto-mint is disabled to protect you from fees. Mint manually:
Go to lombard.finance/app/activity.
Find your pending deposit.
Click Mint and confirm the transaction.
I received less LBTC than expected
On Ethereum, a small amount of LBTC is deducted to cover gas costs for minting. Other chains have no minting fee. See Fees.
Unstaking
My unstake is taking longer than 9 days
The 9-day period is a minimum. If there are processing delays:
Check your transaction status on the block explorer.
Contact support with your transaction hash.
The Security Consortium can investigate stuck transactions.
Vault Withdrawals
My vault withdrawal was cancelled
This usually happens when your wallet auto-revokes approvals. Withdrawals require approval to remain active for the entire 3-day processing period.
Fix: Check your wallet security settings and disable automatic approval revocation, then try again.
I cannot start a new withdrawal
You can only have one active withdrawal per vault at a time. Wait for your current withdrawal to complete before starting another.
Bridging
My bridge transaction is stuck
Bridge transactions typically complete in 2–15 minutes. If stuck:
Check the transaction on both source and destination chain explorers
Verify CCIP status at ccip.chain.link.
If burned but not minted, contact support, the Security Consortium can resolve this.
LBTC did not arrive on destination chain
Wait at least 15 minutes before assuming failure. If still missing:
Confirm the burn transaction succeeded on the source chain
Check the destination wallet address is correct
Contact support with both transaction hashes
Wallet Issues
Balance shows zero in the staking UI (OKX Wallet)
OKX Wallet stores BTC across multiple address types. In OKX Wallet:
Select your BTC asset
Switch to the address type with your balance (Native SegWit or Taproot)
Refresh the Lombard page
LBTCv not showing in my wallet
Manually add the token:
Ethereum
0x5401b8620E5FB570064CA9114fd1e135fd77D57c
Lux & Rewards
My Lux balance seems wrong
Lux updates hourly. If you recently made a deposit or DeFi action, wait for the next update cycle.
Multipliers not applying
Only whitelisted integrations earn Lux multipliers. Check the Explore DeFi page to confirm your protocol is eligible.
$BARD
I cannot claim my airdrop
Verify you are using the correct wallet (the one used for LBTC activities)
Go to claim.lombard.finance
Connect and check your allocation
If showing 0, you may not be eligible or may be checking the wrong wallet
Staking transaction failed
Ensure you have enough ETH for gas. $BARD staking is only available on Ethereum mainnet.
Before Contacting Support
To help us resolve your issue faster, please have ready:
Wallet address (source and destination if applicable)
Transaction hash(es)
Chain(s) involved
Screenshots of any error messages
Description of what you expected vs. what happened
Security Reminders
Lombard support will never ask for your seed phrase or private keys
Always verify you are on lombard.finance (check the URL)
Official Discord: Discord Invite
Official Twitter/X: @lombardfinance
Be cautious of DMs from "support" accounts, scammers impersonate official channels
If someone asks for your private keys, it is a scam. Report and block immediately.
Feedback
Have suggestions for improving Lombard? We want to hear from you:
Discord: Share feedback in support channel.
Email: [email protected].
Your input helps us build better Bitcoin infrastructure.
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