Why Is My Balance Not Showing?
Learn why your balance is not showing in the ELLIPAL App, from network delays to missing tokens, and how to verify your crypto is safe on a blockchain explorer.
A missing balance in the ELLIPAL App almost never means your crypto is lost. In most cases, your assets are safe on the blockchain and the App simply cannot display them yet. Work through the checks below in order, from the most common cause to the least common.
1. Check for Network or Data Delay
The ELLIPAL App reads balance data from the blockchain network, so a slow connection, blockchain congestion, or a temporary service delay can make an updated balance appear later than expected.
Check your internet connection
Pull down on the Assets page to refresh
Wait a few minutes and check again
If the balance still does not appear, look up the transaction on a blockchain explorer
If the explorer shows the transaction as confirmed, the funds are on your address and the App will catch up shortly.
2. Wait for Transaction Confirmations
A transaction can show as successful on the sending platform while the receiving wallet or exchange still needs more confirmations before crediting the balance. Each network and platform sets its own confirmation requirement.
Look up the transaction hash on the correct blockchain explorer
Check whether the status is pending, confirmed, failed, or dropped
If you sent assets to an exchange, check that exchange's required confirmation number
Wait until the required confirmations are reached. The balance then updates automatically
3. The Assets Arrived on a Different EVM Network
EVM-compatible networks such as Ethereum, Base, Polygon, Arbitrum, and BNB Smart Chain all share the same 0x address format. If the sender used a different EVM network than you expected, the assets sit at your same address on that other network, and the App will not show them until the network is added.
Look up your address on the block explorer of the network the sender actually used
If the assets appear there, add that network on your ELLIPAL cold wallet
Sync with the ELLIPAL App and check the Assets page. The balance appears under the added network
For the full recovery flow when assets were sent on an unintended network, see:
4. Add the Token Manually
On networks such as Arbitrum (ARB), BNB Smart Chain (BSC), and Polygon (MATIC), tokens do not appear automatically and must be added manually. If the network shows in the App but a specific token does not, add the token by hand.
Confirm the token contract address on the correct network
Add the token in the ELLIPAL App, following the guide below
Refresh the Assets page. The token and its balance appear in the list
Always use the token contract address from the correct network, because the same token has different contract addresses on different chains.
5. Check the App, Not the Cold Wallet Screen
Your cold wallet does not display balances. The Titan 2.0 stays offline and never fetches balance data from the blockchain, and the X Card has no screen at all. Balance display is the ELLIPAL App's job. Once your wallet has been connected to the App, your accounts and balances appear on the App's Assets page, and that is the only place to check them.
6. Confirm You Restored the Same Wallet
If you restored a wallet and the balance does not show, you may be looking at a different wallet. There are generally two causes: the seed phrase is not the same one, or the passphrase is missing or different.
Compare the receiving address in the App with the address you used before
Check every seed phrase word and its order against your original backup
If you used a passphrase originally, enter the exact same passphrase. It is case-sensitive
Use a blockchain explorer to confirm the assets sit on your original address
7. Check Whether the Asset or Network Is Supported
If ELLIPAL does not support the asset or network, it will not appear in the App even though the funds exist on-chain. Check the latest supported assets and networks here:
8. Check Whether the Transaction Failed
A transaction can fail if the network fee is not enough, for example when an Ethereum transaction runs out of gas. When a transaction fails, the assets usually remain at the sending address, although the network fee may still be charged.
Check the transaction status on a blockchain explorer
If it shows Failed, confirm the assets are still at the sending address
Make sure you have enough network fee before sending again
Notes
A balance display issue does not mean your assets are lost. Always verify on the correct blockchain explorer first.
Make sure the network selected when sending matches the receiving network.
If a token does not show on ARB, BSC, or MATIC, it likely needs to be added manually.
If you restored a wallet, confirm the address is the same as before.
Never share your seed phrase, private key, PIN, or passphrase with anyone.
How to Confirm Your Assets Are Safe
You can open the blockchain explorer directly from the ELLIPAL App: open the transaction or receiving address and tap through to view it on the explorer for that network. If the balance and transaction history appear on your address, your assets are on-chain and under your control. The App only needs the right network and token settings to display them.
FAQ
My transfer shows as successful, so where is the money?
Most "missing" transfers are simply waiting for confirmations or arrived on a network or token the App is not yet displaying. Check the transaction hash on a blockchain explorer: if it is confirmed on your address, add the correct network and token in the App. If it went to an exchange, contact the exchange with the transaction hash.
Why can I see the asset on a blockchain explorer but not in the App?
The network or token has not been added to the App. Add the correct network first; if the token still does not show (common on ARB, BSC, and MATIC), manually add the token contract for that network.
Why doesn't my Titan 2.0 show my balance on the device screen?
That is by design. The cold wallet stays offline and never fetches balance data. It only stores your keys and signs transactions. Your balance is always shown in the ELLIPAL App.
Why is my balance missing after restoring my wallet?
You most likely restored with a different seed phrase or a different passphrase. Check the seed phrase words and order against your backup, and if you used a passphrase before, enter exactly the same one, because a different passphrase opens a different wallet.
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