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 Addresses & transaction history 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:

1. You have not enabled the network in Trezor Suite. Go to Settings > Networks and check that the correct network is activated.
2. You have imported the wrong wallet backup with a default of 12, 20 or 24 words into your device.
3. You are typing in the wrong passphrase when accessing a passphrase-protected wallet.
4. Your funds are in a passphrase wallet, but you are accessing the standard wallet.
5. Your funds are not in a passphrase-protected wallet, but you are typing in a passphrase when accessing the wallet.

In Trezor Suite, a passphrase-protected wallet is also referred to as hidden. Therefore, if you are sure your funds are not secured by a passphrase, you only need to access the standard wallet.

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

Step 1: Ensure the correct networks are enabled

If you cannot see your crypto in Trezor Suite, it could be because the correct networks have not been enabled in the application settings. Please note that reinstalling or resetting the Trezor Suite application can revert all settings to their default state.

To check if the correct networks are enabled, follow these steps:

1. Open Trezor Suite and connect your device.
2. Go to the Settings > Networks tab.
3. Ensure that the assets you want to trade / track in your portfolio have their network enabled; use the toggle switch to enable/disable them as needed.

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:

• Check wallet backup on the Trezor Safe 7
• Check wallet backup on the Trezor Safe 5
• Check wallet backup on the Trezor Safe 3
• Check wallet backup on the Trezor Model T
• Check wallet backup on the Trezor Model One

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.

Step 3: Passphrase wallets

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

Each unique passphrase + 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 application 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 passphrase combination 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.

Additional things to try:

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