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 recovery seed and a passphrase, if you use one.
Here are the potential causes:
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.
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 if you reinstall or reset the app it can reset the settings to default.
To check if the coins are selected, follow these steps:
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.
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 you check your wallet backup by 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 that is 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 once again, but this time using the correct wallet backup.
To wipe your Trezor device, please use the following guide:
In addition to PIN protection, there is also a passphrase feature that is enabled by default in Trezor Suite.
This has the advantage of making your Trezor impervious to physical attacks. Even if your Trezor were to be stolen and the chip examined under an electron microscope to discover your wallet backup, your crypto would still be safe.
If the problem is not in the wallet backup, then it is most likely that your funds are in a Passphrase wallet.
Using the passphrase feature, you can create wallets that are protected by the text you type in the passphrase dialogue (window) - Hidden Wallets. You can create several passphrase wallets (1 unique passphrase = 1 wallet). The original passphrase-less wallet can be always accessed by leaving the passphrase dialogue blank (you don't type anything) and just hitting the ENTER button.
This is an advanced feature and the Passphrase must be used carefully.
Each Passphrase needs to be typed precisely. If you mistype your passphrase, you will create a new passphrase wallet. There is no such thing as an "incorrect passphrase", so whatever you provide as your input will be used in the process of deriving a wallet.
For example, if you choose the passphrase "sea", this wallet can be accessed only when "sea" is typed in; if you mistype the word and type for example "see" then you will create a new wallet under the passphrase "see" that is different from the one protected by the Passphrase "sea" (same with "Sea" or "SEE" etc. - remember passphrases are case sensitive).
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