There are several likely reasons why your wallet may appear to be showing the wrong balance. Your funds are in a different account than the one you are checking or you archived the account You used a BIP39 passphrase and are re-entering it incorrectly The wrong security model was selected when restoring your wallet or logging into Blockstream Jade The wrong network was selected when restoring The recovery phrase used when restoring is for a different wallet than the one you are trying to access Different Account A single Blockstream Green wallet can have different accounts. If you are opening your wallet and do not initially see your funds, try checking the other accounts in your wallet. You may have used a different account to receive bitcoin than the account that shows by default. It is also possible you archived your account and need to unarchive it in settings. Different BIP39 Passphrase If you are using Blockstream Jade or Green and set up a BIP39 passphrase, you will need to enter this passphrase exactly the same every time you log in to access your intended wallet. Users may forget they used a passphrase initially, and are surprised that when they access Jade without one - they do not see their funds. Visit our passphrase guides for Jade and Green for more help. Different Security Policy Blockstream Green uses a different method to generate your wallet, depending on the security policy you select during setup. If you setup your wallet using Multisig Shield, then restore using Singlesig, an entirely separate wallet will be created. Any funds sent to your Multisig Shield wallet will not be available when restoring on Singlesig, even though the recovery phrase words are the same. To resolve this issue, you will need to restore your wallet using the same security policy chosen when first creating your wallet. If logging in with Blockstream Jade, you will need to select the security policy you have been using to send funds to, otherwise you will see zero balance. Tip: All Green wallets created before September 2021 (including GreenAddress wallets) use Multisig Shield, so make sure to select this option when restoring. All Blockstream Jade wallets created using Blockstream Green before April 2022 use Multisig Shield as well. Different Network Blockstream Green offers the ability to create wallets on several different networks, including Bitcoin, Liquid, Bitcoin Testnet, and Liquid Testnet. Each network requires a different wallet and funds are not shared across networks. This means if you create a Liquid wallet and try to restore it as a Bitcoin wallet, your wallet will show zero balance. To resolve this issue, you will need to restore your wallet on the same network chosen when first creating your wallet. Different Recovery Phrase After restoring a wallet on Blockstream Green, it will initially appear that you were successful in accessing any funds you may have be looking for. However, Bitcoin users may have multiple recovery phrases from creating different wallets over time. If you restore a recovery phrase and see the wrong balance, it is very likely that this recovery phrase is for a different wallet than the one you were expecting to generate. We recommend searching for other recovery phrases you may have backed up over time, to see if you can find one that generates the wallet you are looking for. You may also need to select "Migrate Another Wallet" during the restore process, in case the recovery phrase you entered was not initially created in Blockstream Green. If you are still do not see a balance after making sure everything looks correct, trying restoring on another version of Blockstream Green (desktop or mobile) in case there is an issue on your device. It may be that your recovery phase was generated by different wallet software (e.g. Electrum), so you may also try restoring on platforms you may have used in the past to see if you are able to view your funds. Need More Help? If you have checked each of the possible scenarios above and still believe you are seeing the wrong balance, please try the following options below. Note: For our team to assist further, we will need a screenshot of a funded address shown in your address list. This can be attached to any support ticket. Take note of a funded address you believe belongs to your wallet. View your address list and try to find that specific address in your wallet. On mobile you can find this by selecting Receive -> More Options -> List of Addresses. On desktop you will see the Address tab. If you cannot find the address in your wallet, then there is an issue with one of the variables shown above and you will need to correct it. Do you suspect Green is still showing the wrong balance? Singlesig wallet users can restore their recovery phrase to any BIP39 compatible platform (such as Electrum, make sure to check the BIP39 option) to see if their funds appear in a different app. If the funds don't appear in another app, this confirms there is likely a problem with the way you are trying to access your wallet and not an issue with Blockstream Green.
