There are several likely reasons why your wallet may appear to be showing the wrong balance.
- Your funds are in a different wallet than the one you are checking
- You used a BIP39 passphrase and are re-entering it incorrectly, or you did not use a passphrase but you are entering one
- The recovery phrase used when restoring is for a different wallet than the one you are trying to access
- The wrong security model was selected when restoring your wallet or logging into Blockstream Jade
Different Wallet
Blockstream App can hold multiple different wallets on a single device. If you are opening a wallet and do not initially see your funds, try checking the other wallets in your app. This can be done by navigating to the wallet selection screen, which can be done by clicking the wallet icon in the top-right corner if you already have a wallet open.
Check Hidden Accounts
It is also possible you archived your account, which hides it from your main wallet view. To view your hidden accounts, select Settings in the navigation bar at the bottom of the screen when you have a wallet open. Then, select Archived Accounts and use the three dots on a specific account to unarchive it.
Different BIP39 Passphrase
If you are using a BIP39 passphrase for your Blockstream App wallet, you will need to enter this passphrase exactly the same every time you log in to access that wallet. Users may forget they used a passphrase initially and will not see their funds if they try to access a specific Blockstream App wallet without one. It may help to also try not entering a passphrase, as some users think they sent funds to a passphrase protected wallet but did not.
Additionally, there is no concept of an "incorrect passphrase". Even a slight typo in your passphrase will successfully open a wallet, though it will be entirely different from your true passphrase-protected wallet.
Different Recovery Phrase
After restoring a wallet in Blockstream App, 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 (or zero 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.
If you are still do not see a balance after making sure everything looks correct, trying restoring on another smartphone 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.
Different Security Policy
Blockstream App uses a different method to generate your wallet, depending on the security policy you select during setup. If you setup your wallet using two-factor authentication (2FA), then restore using Singlesig, an entirely separate wallet will be created. Any funds sent to your 2FA protected accounts 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.
Tip: All Blockstream App wallets created before September 2021 (including GreenAddress wallets) use 2FA, so make sure to select this option when restoring. All Blockstream Jade wallets created using Blockstream App before April 2022 use 2FA as well.
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 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. You can find this by selecting Receive -> More Options (the icon with the three dots in the top-right corner) -> List of Addresses. 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 Blockstream App is still showing the wrong balance? Singlesig wallet users can restore their recovery phrase to any BIP39 compatible platform (such as Sparrow, 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 App.