Summary:
This FAQ helps you quickly solve common problems with the Bitcoin.com Web Wallet. 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, Apple)?
✅ Are you sure you logged into the correct Google or Apple account, especially if using auto-login?
✅ If you're using Passkeys or email magic link, make sure it's the same login used to create your wallet.
💡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. How can I recover my wallet if I lost access?
If you were using:
Email Login or Passkey: Try logging in using the same method (same device, same account).
Backup Phrase (12 words): You can restore your wallet using these in the Bitcoin.com Wallet app.
If you didn’t back up your phrase or used a different login method, unfortunately we may not be able to recover the wallet.
🧰 6. 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, addresses, etc.)
Our team is here to help troubleshoot account access or any other issues. To get support, scroll to the bottom of the page and tap on "Help & Support", then click the chat icon on the right side to speak with a live agent.
Alternatively, you can email us at [email protected].