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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 recovery seed and a passphrase, if you use one.


Here are the potential causes:

 
  1. You have imported the wrong recovery seed (default of 12 or 24 words, depending on your Trezor model) into your device.
  2. You are typing in the wrong passphrase when accessing a hidden wallet.
  3. Your funds are in the passphrase-protected (hidden) wallet, but you are accessing the standard wallet.
  4. 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 refrred 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: Recovery seed check

We recommend that you start by checking if you have imported the correct recovery seed into your Trezor wallet.

Here are the step-by-step guides on how you check your recovery seed by using our dry-run feature:

 


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

If it says that the recovery seed is valid, then the issue is not in the recovery seed. Please proceed to Step 2.

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

Please wipe your Trezor device, and go through the recovery process once again, but this time using the correct recovery seed.
 

Important: if you have any funds on the wallet that you are about to wipe, please make sure to back up the recovery seed from this wallet.


To wipe your Trezor device, please use the following guide: 

 


 

Step 2: Passphrase

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 recovery seed, your crypto would still be safe.

If the problem is not in the recovery seed, then it is most likely that your funds are in the passphrase-protected wallet (Hidden 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-protected 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 any character) and just hitting the ENTER button.

This is really an advanced feature and the Passphrase must be used carefully. Each Passphrase needs to be typed precisely, as by "mistyping" the 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 that a passphrase is case sensitive). 
 

NOTE: Don't use these words, these are just examples!


We recommend you:

 
  1. Try entering your PIN as a possible passphrase. Often, users mistakenly enter the PIN when prompted with a passphrase window, which creates a hidden wallet.
  2. Try entering passwords you frequently use, as a possible passphrase.
  3. Check all possible variations for the possible typo (The length of a passphrase is 50 characters max, it is case-sensitive and all ASCII characters count - even empty spaces).
  4. Make sure that you have set the correct keyboard layout.
  5. When typing the passphrase please click on "show passphrase" so you can see what you're actually typing.

Also note that by using the same combination of recovery seed and passphrase, the same wallet with identical addresses is derived - no matter which application is used:
 
 
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