Summary:
This FAQ helps you quickly solve common problems with the Bitcoin.com Accounts. Whether you're missing your balance, seeing a different wallet address, having trouble with purchases, or can't complete a swap—this guide walks you through what to check and how to fix it.
Table of Contents:
🪙 1. I’ve logged in but my balance is missing. What should I do?
This is often caused by signing into a different wallet than expected. Please check the following:
✅ Did you use the same email address or authentication method (e.g. Google)?
✅ Are you sure you logged into the correct Google account, especially if using auto-login?
✅ If you're using Google Login:Try logging in using the same method (same device, same account).
💡Tip: Logging in with a different method can create a new wallet with a different address and no balance. If this happened, log out and try logging back in using your original method.
🧾 2. I made a purchase but the funds haven’t shown up—why?
If you've made a purchase through MoonPay or another on-ramp service and don’t see your funds, check the following:
📧 Check your email and spam/junk folder for messages from Bitcoin.com or MoonPay. You may be asked to complete KYC (identity verification).
⏱️ Delivery may take up to 30 minutes. Some purchases are delayed by verification checks.
🧠 Still missing? Verify the wallet address you entered matches your intended one. Some platforms create a new address if logged in differently.
If you're still stuck, contact our support team and include:
Your Order ID
Your wallet address
The email used for purchase
Screenshots (if available)
🔄 3. I can't swap assets or complete a transaction.
This usually means you're out of gas! To complete a swap, you’ll need a small amount of the network's native token:
For Ethereum tokens (ERC-20), you need a bit of ETH
For BNB Smart Chain (BEP-20), you need BNB
For Avalanche, you need AVAX.
For Polygon network, you need MATIC, etc.
Make sure your wallet has a little of the native token to cover network fees.
📸 4. I get a “No camera found” error when trying to scan a QR code.
Try these steps:
✅ Make sure you’ve granted camera permissions in your browser settings.
🧪 Test it in a different browser (e.g., Chrome, Firefox) or use incognito mode.
🔄 If the issue persists, refresh the page or try opening it in a new tab.
🛑 5. I get a “No active WebAuthn registrations found” error.
This error typically means:
You haven’t registered a passkey yet.
ORYou registered your passkey on a different device (e.g., registered on your PC but you're now using a mobile or tablet—and vice versa).
💡 Solution: Try logging in again from the original device used to register your passkey, or set up a new passkey on your current device.
🧰 6. How can I recover my wallet if I lost access?
If you were using:
Google Login: Try logging in using the same method (same device, same account).
⚠️ Note: If a user deletes their account in the Bitcoin.com Wallet app, their Bitcoin.com Accounts access is also removed.
💬 7. Can I get help from support if I’m still stuck?
Absolutely. Please reach out with:
The email you used to sign up
Any Order IDs from purchases (e.g., from MoonPay)
A description of what you’re experiencing
Screenshots of what you’re seeing (error messages, wallet addresses, etc.)
🖥️ Web Support (via Dashboard)
Locate “Help & Support” at the bottom center of the page and tap on it.
You’ll be redirected to the support article page.
Tap the green and white chat icon in the lower-right corner of the screen.
Select “Ask a question” to begin chatting.
📱 In-App Assistance
Open the Bitcoin.com Wallet app
Tap “More” (bottom-right corner)
Tap “Help & Support”
Select “Speak with a support agent”
Then tap “Ask a question” to begin chatting
📧 Email Support
Prefer email? Reach us anytime at [email protected] — we’re here 24/7 to help you!