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Funds not showing (BTC)
Funds not showing (BTC)
Tina avatar
Written by Tina
Updated over a week ago

Please check your receiving address here to ensure that the Bitcoin 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:

Note: The information below applies only to the Wallet

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) so we are unable to assist with moving any funds to or from any wallet. However, if you cannot see the funds in your wallet please do the following:

  • Select your BTC wallet -> Tap on the Settings icon (three dots) -> Scan for missing transactions -> Scan for transactions

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

1)The BTC address you were expecting to receive the payment to

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

3) A screenshot of your "Wallet Information" screen; this can be found in Settings -> Your Wallet (BTC) -> Wallet Information.

Please note that the address must be sent as text, not as a screenshot, otherwise we will not be able to copy it.

Please also have a read of our Bitcoin FAQ pages.

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