Balances or prices are not loading, or show zero
When many people open the app at once, or a data provider is slow, balances and prices can spin, show zero or show a stale value for a few minutes. Your XRP is on the XRP Ledger the whole time, and an explorer proves it; your other tokens are held in the multichain layer, and when it is unavailable they drop out of the list until it is back. At those times, importing a wallet can also wrongly say the recovery phrase is invalid.
How it shows up
- My balance shows zero
- All my coins disappeared
- Prices are not loading, it just spins
- The app says invalid recovery phrase but the words are right
- The wallet shows the wrong price for a token
You can fix this yourself
No need to contact support: the steps below are the whole fix.
Check it yourself
- Which applies: which balances look wrong?
- If XRP, read "What is going on" below.
- If other tokens (USDC, BTC and so on), while XRP looks right, read "Other tokens missing or at zero" below.
- If everything: XRP and the other tokens, read "What is going on" below.
- Look the address up on xrpscan.com. If the balance is there, nothing moved: this is a loading problem.
- Ask the user to force close the app, reopen, and pull down on the wallet home to refresh.
- If everyone reports it at the same time, check the NEAR Intents status page and our own data provider, and treat it as an incident.
- A zero that persists for more than an hour while the explorer shows funds: escalate as a display bug with the address and app version.
Have this ready if you contact support
- Your XRP address
- App version and phone model
- A screenshot of the wallet home
What is going on
The app reads your XRP balance from the XRP Ledger, your multichain balances from the intents layer, and prices from a market data provider. Any of the three can be slow or briefly unavailable, especially during market spikes when everyone refreshes at once. The app then shows a spinner, a zero or a stale number until the next successful load.
Nothing about this touches your funds. The ledger has them regardless of what the screen says.
The fix
- Pull down on the wallet home to refresh.
- If that does not help, close the app completely and open it again.
- Check your connection, and try again in a few minutes.
- If you want certainty right now, look your address up on an XRP Ledger explorer such as xrpscan.com.
Other tokens missing or at zero
Tokens other than XRP are not on the XRP Ledger: they are held in your multichain account, so an XRP Ledger explorer cannot show them. When the multichain layer is slow or unavailable, they drop out of the list and the wallet home shows Some balances and swaps may be temporarily unavailable. Nothing happened to the tokens themselves.
- Pull down on the wallet home to refresh.
- Close the app completely and open it again.
- If the warning is showing, wait: it clears on its own when the multichain layer is back.
If one token is missing but the others load, it may be hidden: see A token disappeared. If tokens are still missing with no warning showing, and you did not swap or send them, treat it as a possible theft: see Other tokens than XRP.
A related symptom
During the same kind of congestion, importing a wallet can wrongly report the recovery phrase as invalid. Wait a few minutes and import again before doubting the words.
If a token disappeared but everything else loads
That is a hidden token, not a loading problem: see A token disappeared.
The Activity list does not match what the explorer shows
Activity is a convenience view, the ledger is the truth. Payments made from another device, a duplicated row, or a swap whose visible hash is only its first leg all make the two disagree without anything being wrong with your funds.
Face ID or fingerprint does not work
The biometric switch only appears when the phone itself has a face or a fingerprint enrolled, and it always falls back to the PIN. Most cases are the phone's setting, not the app's.