Funds not showing

What to do if funds are not showing in your Wallet app

Graham avatar
Written by Graham
Updated over a week ago

Please check your receiving address to ensure that the transaction has indeed been sent. If it has not, then you will need to contact the sending party and ask them why. If the transaction has been sent then please read below.

Step-by-step instructions to check if your funds are not showing

The information below applies only to the self-custodial Wallet app.

We do not control the private keys to your Wallet. As noted during wallet set up, private keys are generated and stored solely on your device. This means we are unable to assist with moving any funds to or from any wallet. However, if you cannot see the funds in your Wallet app, please do the following:

  1. From the home screen of the Wallet app, tap the "Funds" icon at the bottom of the screen.

  2. Select your BTC, BCH, ETH or wallet you need assistance with.

  3. Tap on the Settings icon (three dots).

  4. Tap on "Wallet information," then tap "Scan for transactions and funds" at the top of the screen.

  5. Finally, tap, "Scan for transactions and funds."

Here's a video demonstrating the process:

If you still cannot see the funds after following the instructions above, please email us the following information:

  1. The address (in text format) of the wallet you were expecting to receive the payment to. Please note that the address must be sent as text, not as a screenshot, otherwise we will not be able to copy it.

  2. A screenshot of your wallet's 'Home' screen.

  3. A screenshot of your "Wallet Information" screen. This can be found under "Funds" tab -> Your Wallet -> Settings icon (three dots)> Wallet Information.

Please also have a read of our Bitcoin FAQ pages.

Did this answer your question?