# Where's my crypto?

import StepVideo from '@/components/StepVideo'

# Where's my crypto?

A balance you expected shows 0, or a coin you know you own isn't in the list. Usually nothing is lost: KeepKey Desktop is looking at a different wallet, account or address type from the one that holds the coins. Your recovery phrase controls every one of them, and updating or reinstalling the app doesn't move anything.

Work through these in order. Most people are done by step 3.

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## 1. Are you in the right wallet?

**Did you use a passphrase?** Each passphrase opens a different wallet, and passphrases are case-sensitive. There's no "wrong passphrase" error: a typo, an extra space or different capitalization opens a different, usually empty, wallet. Reconnect and enter the exact passphrase you used, or leave it empty for your standard wallet. See [Passphrase](/docs/desktop/passphrase).

**Is it the right KeepKey or recovery phrase?** A device restored from a different phrase is a different wallet.

## 2. A grey chain isn't switched off

A chain shown in grey means KeepKey Desktop found no balance on the addresses it checked. There's no setting to turn it on. If you expect funds there, run Audit.

## 3. Run Audit

With your KeepKey connected and unlocked, choose **Audit** at the top right of the portfolio, next to **Reports**.

Audit checks each chain again, including:

- **other address types:** older Bitcoin and Litecoin apps, including the ShapeShift-era apps, often used Legacy (`1…`, `L…`) or SegWit (`3…`, `M…`) addresses. Those coins are yours. See [Old Bitcoin and Litecoin addresses](/docs/learn/address-types#old-bitcoin-and-litecoin-addresses).
- **higher account numbers**, for coins received on a second or third account.
- **chains that didn't report** the first time.

Then act on what it finds:

- **Funds on another account:** choose **track** to add them to your portfolio.
- **Bitcoin-type coins on an unusual address:** Audit may offer **Sweep to main wallet**. That's a real on-chain transaction with a fee: read the destination, amount and fee on the KeepKey before you confirm.
- **"Funds here, but KeepKey can't track this path in-app":** choose **Send to support**, then **Copy report** or **Open support with report**. You can also open the report from **Still missing?** on any chain in Audit.

The support report lists the paths, addresses and balances Audit checked. It never contains your recovery phrase or private keys. On a passphrase wallet, addresses are left out. Review it before you share it: addresses and balances are private information.

Audit checks the chains, accounts and paths KeepKey Desktop knows about. It isn't an exhaustive search of every possible path. More in [Audit additional accounts](/docs/desktop/portfolio#audit-additional-accounts).

## 4. If the app says a server is unavailable

- **"Balance server unavailable":** KeepKey Desktop couldn't reach the server it uses to look up balances. It keeps showing cached balances when it has them. Choose **Retry**, or try again later.
- **"Some balances unavailable":** only the chains listed after **Couldn't reach:** weren't checked.

## 5. A payment never arrived

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1. Ask the sender for the network and the transaction hash (TXID). An exchange's internal reference isn't a transaction: ask whether the withdrawal was actually sent.
2. Look up the hash on a block explorer for that network. Check the destination, asset, amount and status. See [Read a block explorer](/docs/guides/block-explorer).
3. If it reached your address, open the same wallet, account, address type and passphrase in KeepKey Desktop, then run Audit.

**Don't send a second payment** just because the first isn't showing yet. Find out what happened to the first one. More in [Trace a missing payment](/docs/desktop/troubleshooting#trace-a-missing-payment).

## 6. Balances or history look wrong after an update

Open **Settings → Danger Zone → Reset App Data**. It deletes the app's data on this computer only: cached balances, settings, API pairings, Zcash wallet data and custom tokens. Your KeepKey and recovery phrase are not affected. The app quits; open it again and reconnect.

Don't confuse it with **Wipe Device**.

## Never do these to find coins

- **Don't wipe your KeepKey.** Missing coins are almost never a device problem, and a wipe adds risk.
- **Don't type your recovery words into another app, website or "recovery tool".** Anything that asks for them that way is trying to steal your coins. Real KeepKey support never asks for them.
- **Don't send a second payment** until you know what happened to the first.

## Still missing?

Run Audit, then send its report to [KeepKey support](/docs/support). Include the network, the address and, for a payment, the transaction hash. Never your recovery words.

## Related

- [My coins are missing or show 0](/docs/desktop/troubleshooting#my-coins-are-missing-or-show-0)
- [Portfolio: grey rows and Audit](/docs/desktop/portfolio#all-chains-grey-rows-and-audit)
- [Coming back to an old KeepKey](/docs/desktop/coming-back)
- [Bitcoin address types](/docs/learn/address-types)