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.
How it shows up
- I imported with my 12 words and it shows 0 XRP
- The address after import is different from my old one
- My Xaman account shows empty in XRP Mobile
- Wrong account imported
Support can resolve this in chat
Follow the steps below; the support agent can walk you through them.
Check it yourself
- Find the address the app shows after the import (tap Receive) and the address that holds your funds (in your old wallet, an exchange withdrawal, or an explorer), and compare them character by character.
- If they differ, read "Common causes" below.
- If they are identical, continue with step 2.
- Search that address on xrpscan.com.
- If it says "Account not found", read "The app says my account needs activating".
- If it shows a balance, contact support from Settings, then Support.
Have this ready if you contact support
- The address the app shows after the import
- The address that holds the funds, from your old wallet or an explorer
- Whether the backup is 12 words, 24 words, 8 rows of secret numbers, or a family seed starting with s
Check the address first
Tap Receive and look at the address. Compare it with the address that holds your funds (your old wallet, an exchange withdrawal history, or an explorer). If they differ, the balance is not missing: the app derived a different account from what you typed.
Common causes
If the address the app shows is not the one that holds your funds, your balance is not missing: the import created a different account. These are the usual reasons.
A typo. The app validates the phrase as a whole, and a single wrong word can still pass the check while pointing at a different account. Import again, carefully, one word per box, in order.
Wrong format. Secret numbers and a recovery phrase are two different backups for two different kinds of account. If your account came from Xaman and you have 8 rows of numbers, choose Secret numbers, not recovery phrase.
A phrase from a different wallet. Many people have more than one backup. Check the date or label on the paper.
A 24 word phrase or a family seed. XRP Mobile imports 12 word phrases and secret numbers. If your backup is a 24 word phrase or a family seed beginning with s, tell support: they will confirm what the app currently supports.
If the address matches and the explorer shows a balance
Pull down to refresh, check your internet connection, and give it a minute. If the app still shows zero while the explorer shows funds, contact support with both addresses: that is a display or connectivity problem on our side to look at, and your funds are safe on the ledger.
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.
Known limitations we are working on
Things the app does not do yet, or does not do well yet, that come up in support. Each one is tracked; this page is here so nobody spends an hour on a problem that is ours to fix.