If something you expect is missing from the app, it is usually still on the network and the app needs to sync or you are looking at the wrong view. Find the section that matches what is missing.
The Blockstream app is self-custodial. Blockstream support cannot access, reset, or recover your recovery phrase, PIN, two-factor authentication, or funds, and cannot sign transactions for you. Keep your recovery phrase private. Anyone who has it can move your bitcoin.
A Wallet or Account Is Not Showing
- Confirm you logged into the correct wallet. If you restored from a backup, confirm you used the right recovery phrase.
- If you keep more than one wallet, check that you opened the one you expect.
- If a restored wallet is empty when it should not be, the recovery phrase may belong to a different wallet. Review Restore wallet.
A Transaction Is Not Showing
- Give the wallet a moment to finish syncing, then refresh.
- Confirm you are viewing the correct account and network. A Liquid transaction will not appear under a Bitcoin account.
- A received transaction appears once the network broadcasts it, and it may show as unconfirmed first. Unconfirmed is normal and clears as the network confirms it.
- If you have the transaction ID, look it up on Blockstream Explorer to confirm it exists on the network. If the explorer shows it but the app does not, the app still needs to sync.
- If the balance is present but a number looks wrong, see Fix issues with unexpected wallet balance.
A Swap Is Not Showing
- Swaps settle over a short period. Wait a few minutes, confirm the app has a connection, then refresh.
- Check that you are viewing the account and network the swap settles into.
- If a swap does not complete, the funds are returned to your wallet after the swap's timeout. Watch the originating account for the returned balance.
Still Need Help?
The fastest way to reach support is from inside the app, because the report includes your logs. Open the app, go to the Settings tab, tap Support, enter your email and a short description of the issue, keep Share Logs checked, and tap Submit. See Submit log data for troubleshooting.
If these steps do not resolve the issue, you can also submit a request on the Help Center. Include the Blockstream app version, your device model and operating system version, what is missing (a wallet, a transaction, or a swap), the network involved (Bitcoin, Liquid, or Lightning), and the transaction ID if you have one (never your recovery phrase).
Do not include your recovery phrase, PIN, or any 2FA codes. Support will never ask for them.