I don’t see my crypto

If the receiving address in Trezor Suite does not match the address you have sent your coins to, you are most likely accessing the wrong wallet.

Addresses cannot disappear – they are connected with the respective keys forever and cannot be changed. If you do not see your receiving address, you are using different private keys (see this article for more details). The private keys are represented by a wallet backup (formerly recovery seed) and a passphrase, if you use one.

Here are the potential causes:

You have not enabled the coin in Trezor Suite settings.
You have imported the wrong wallet backup with a default of 12, 20 or 24 words into your device.
You are typing in the wrong passphrase when accessing a hidden wallet.
Your funds are in a passphrase wallet, but you are accessing the standard wallet.
Your funds are not in a passphrase-protected (hidden) wallet, but you are typing in a passphrase when accessing the wallet.

In Trezor Suite, the passphrase-protected wallet is referred to as "hidden." Therefore, if you are sure your funds are not secured by a passphrase, do not open any hidden wallets (leave the passphrase field blank) – always access only the standard wallet.

To understand the actual cause of accessing the wrong wallet, please follow the steps described below.

Step 1: Ensure coins are enabled in settings

If you are unable to see your crypto in Trezor Suite, it could be because the coins have not been selected in the settings. It is important to ensure that you have selected the coins in Trezor Suite settings, as sometimes reinstalling or resetting the app can revert settings to default.

To check if the coins are selected, follow these steps:

Open Trezor Suite and connect your device.
Click on the "Settings" tab in the top right corner.
Select the "Crypto" tab from the menu on the left.
Ensure that the coins you want to see in your portfolio are selected. If they are not selected, toggle the switch to enable them.

In addition to this, if you are using a different PC, the settings could have been changed. Make sure to check the settings and select the coins you want to see in your portfolio.

Step 2: Wallet backup check

Next, we recommend that you check if you have imported the correct wallet backup into your Trezor device.

Here are the step-by-step guides on how to check your wallet backup using our dry-run feature:

At the end of the process, it will either say that your wallet backup is valid or that the wallet backup you have used does not match the one currently stored in the wallet.

If it says that the wallet backup is valid, then the issue is not in the wallet backup. Please proceed to Step 3.

If the wallet backup does not match the current one stored in the device, then you have most likely used the wrong wallet backup during the recovery process.

Please wipe your Trezor device, and go through the recovery process again, this time using the correct wallet backup.

If you have any funds on the wallet that you are about to wipe, please make sure you have a functional wallet backup from this wallet.

Step 3: Passphrase wallets

A passphrase creates an additional, separate wallet on top of your wallet backup.

Each unique passphrase + the same wallet backup = a different wallet with different addresses.

After connecting and unlocking your Trezor, open the wallet menu in Trezor Suite. On desktop, select + Passphrase wallet. On mobile, tap the wallet menu at the top of the app and choose Open passphrase. Then enter your passphrase to access the corresponding wallet.

If you don’t see the option to add/open a passphrase wallet, enable it in Trezor Suite’s settings.

Desktop: Settings → Device → Passphrase

Mobile: Wallet menu → Device settings → Backup & passphrase

If you used a passphrase before, enter the exact same passphrase to see the same accounts and balances again.
Case and spaces matter. A different character (including a space) creates a different wallet.
Using the same wallet backup and the same passphrase will always derive the same wallet with identical addresses, no matter which app you use.

Without the exact passphrase, a passphrase wallet cannot be accessed, even if you have the correct wallet backup. The passphrase cannot be reset or recovered.

For a step-by-step guide and more troubleshooting steps, see Using a passphrase wallet in Trezor Suite.

If you require further assistance, please contact us via our Chatbot Hal who will help resolve your issue.

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Additional things to try:

Try entering your PIN as a possible passphrase. Users often mistakenly enter their PIN when prompted for a passphrase, creating a hidden wallet.
Try entering passwords you frequently use as a possible passphrase.
Check all possible variations for typos. Passphrases are max 50 characters, case-sensitive, and include all ASCII characters – even spaces.
Make sure you have the correct keyboard layout set.
When typing your passphrase, click on "show passphrase" so you can see what you're actually typing.

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