> For the complete documentation index, see [llms.txt](https://support.ellipal.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ellipal.com/docs/troubleshooting-and-support/why-is-my-balance-not-showing.md).
# Why is my balance not showing?
### 1. Network or Data Delay
The ELLIPAL App gets balance data from the blockchain network. Sometimes the balance may take time to update because of:
* Slow network connection
* Blockchain congestion
* Temporary service delay
* Pending transaction confirmation
#### What to do:
1\. Check your internet connection.
2\. Pull down on the Assets page to refresh.
3\. Wait a few minutes and check again.
4\. Check the transaction on a blockchain explorer.
***
### 2. The Transaction Is Still Waiting for Confirmations
A transaction may show as successful on the sending platform, but the receiving wallet or exchange may still need more confirmations before the balance is updated.
Different networks and platforms may require different confirmation numbers.
**What to do:**
1. Check the transaction on the correct blockchain explorer.
2. Confirm whether the transaction is pending, confirmed, failed, or dropped.
3. If you sent assets to an exchange, check the exchange’s required confirmation number.
4. Wait until the required confirmations are reached.
***
### 3. “Hide 0 Balance” Is Turned On
If Hide 0 Balance is turned on, assets with a zero balance will not be shown. If all visible assets have a zero balance, the Assets page may show No data.
#### What to do:
1\. Open the ELLIPAL App.
2\. Go to the Assets page.
3\. Tap the three-line icon in the top-right corner.
4\. Open Filter and sort.
5\. Check whether Hide 0 Balance is turned on.
6\. Turn it off to show assets with zero balance.
***
### 4. The Network Has Not Been Added
Some assets only show after the correct network is added. For example, if you received assets on Base, Polygon, Arbitrum, or BNB Smart Chain, make sure the correct network is added in your wallet.
#### What to do:
1\. Open your ELLIPAL cold wallet.
2\. Add the correct network.
3\. Connect or sync the wallet to the ELLIPAL App again.
4\. Check the Assets page.
***
### 5. The Token Has Not Been Added Manually
Some tokens may not appear automatically. If the network balance appears but a specific token does not show, you may need to add the token manually.
#### What to do:
1\. Confirm the token contract address on the correct network.
2\. Open the ELLIPAL App.
3\. Add the token manually.
4\. Refresh the Assets page.
Make sure you use the token contract address from the correct network.
***
### 6. The Wallet Has Not Been Synced Correctly
For Titan Series wallets, the App needs to be connected with the cold wallet by QR code. If the wallet was not synced correctly, the App may not show the correct accounts or assets.
#### What to do:
1\. Open your ELLIPAL cold wallet.
2\. Tap Connect to App.
3\. Open the ELLIPAL App.
4\. Scan the QR code from your cold wallet.
5\. Refresh the Assets page.
***
### 7. Wrong Wallet, Account, or Passphrase
If you restored a wallet but the balance does not show, you may be viewing a different wallet. Common causes include:
* Wrong seed phrase
* Wrong Passphrase
* Different account
* Different address type
* Different network
#### What to do:
1\. Check whether the receiving address matches your previous address.
2\. If you used a Passphrase before, make sure you enter the same Passphrase.
3\. Check the correct network and address type.
4\. Use a blockchain explorer to confirm whether the assets are on that address.
***
### 8. The Asset or Network Is Not Supported
If the asset or network is not supported by ELLIPAL, it may not show in the App. You can check the latest supported assets and networks here:
{% embed url="" %}
***
### 9. Wrong Network, Address, or Missing Memo/Tag
If the transaction was sent to the wrong network, wrong address, or missing memo/tag, the assets may not appear in the expected wallet or exchange account.
This is especially important when sending assets to exchanges. Some exchanges require a memo or tag for certain assets, such as XLM, XRP, or other supported networks. If the memo or tag is missing or incorrect, the exchange may receive the assets but may not be able to credit them to your account automatically.
**What to do:**
1. Check the transaction on the correct blockchain explorer.
2. Confirm the receiving address, network, and memo/tag.
3. If the assets were sent to an exchange, contact the exchange support team with the transaction hash.
***
### 10. The Transaction Failed Due to Insufficient Fees
Some transactions may fail if the network fee is not enough. For example, on Ethereum and other EVM networks, a transaction may fail if it runs out of gas.
If the transaction failed, the assets usually remain in the sending address, but the network fee may still be charged.
**What to do:**
1. Check the transaction status on the blockchain explorer.
2. If the transaction shows Failed, check whether the assets are still in the sending address.
3. Make sure you have enough network fee before sending again.
{% hint style="info" %}
### Notes
* Balancing display issues does not always mean your assets are lost.
* Always check the transaction on the correct blockchain explorer.
* Make sure the network selected when sending matches the receiving network.
* If a token does not show, check whether it needs to be added manually.
* If you restored a wallet, make sure the address is the same as before.
* Never share your seed phrase, private key, PIN, or Passphrase with anyone.
{% endhint %}
***
### FAQ
Why does the ELLIPAL App show “No data”?
This may happen if Hide 0 Balance is turned on, and all visible assets have a zero balance. Go to the Assets page, tap the three-line icon in the top-right corner, open Filter and sort, and turn off Hide 0 Balance.
Why does my transaction show as completed, but the balance is not showing?
The App may need time to update. Refresh the Assets page and check your internet connection. Also, make sure the asset was sent on the correct network.
Why can I see the asset on a blockchain explorer but not in the App?
The network or token may not be added to the App. Add the correct network first. If the token still does not show, manually add the token contract.
Why is my balance missing after restoring my wallet?
You may have restored a different wallet or account. Check whether the address matches your old receiving address. If you used a Passphrase before, you must enter the same Passphrase to recover the same wallet.
Can ELLIPAL recover assets that are not showing?
ELLIPAL cannot move or recover assets for users. ELLIPAL is a self-custody wallet. Only you control your seed phrase and private keys. If the assets are on your address, you can usually access them by using the correct wallet, network, and token settings.
---
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