A token disappeared, or cannot be picked for a swap or a send
The token is hidden, not gone. Hidden tokens drop out of the balance list and out of the swap and send pickers, which looks exactly like a missing balance. Unhide it from its details screen.
How it shows up
- One of my coins disappeared from the wallet
- A token I had in the app shows zero or is gone, but the explorer shows I still hold it
- The swap only lets me pick the same token on both sides
- I can't select the token I want to send
- There is a 'Show 1 filtered token' line at the bottom of my balances
You can fix this yourself
No need to contact support: the steps below are the whole fix.
How support confirms it
- Ask for a screenshot of Wallet, Currencies, scrolled to the bottom. A 'Show N filtered tokens' row means tokens are hidden.
- Look the address up on xrpscan.com: if the balance is there, nothing moved and this is the cause.
- If nothing is hidden and the explorer shows the funds, treat it as balances not loading.
What is going on
Any token in the balance list can be hidden from its details screen, with the eye icon at the top right. A hidden token leaves the list, and also leaves the pickers in Swap and Send, so a swap that "only offers the same token twice" or a send that "cannot find the token" is almost always a token that was hidden, usually by accident while tapping around.
A hidden token has not moved: hiding is a display setting on this phone. If the token is not in the filtered list either and you did not swap or send it, see I think my wallet was hacked or drained.
The fix
- Go to the wallet home and scroll to the bottom of the balance list.
- Tap Show filtered tokens.
- Tap the token to open its details, then tap the eye icon at the top right to unhide it.
- Go back. The token is in the list again and can be selected everywhere.
If the eye icon does not seem to react, tap it once more and check the list: it is easy to hide it again by tapping twice.
I forgot my PIN
The PIN only protects the app on this phone and is never sent anywhere, so nobody can look it up or reset it. If you have your recovery phrase or secret numbers you lose nothing: reinstall and import.
I imported my wallet and the balance is zero
Nine times out of ten the import produced a different address than the one holding the funds: a typo, the wrong backup format, or a phrase from a different wallet. Compare the address, not the balance.