After restoring your wallet, you may notice accounts or balances are missing.
In almost all cases, nothing is lost.
The wallet was restored correctly, but not all accounts are shown yet — or a different wallet was opened.
Follow the steps below in order.
Step 1 — Confirm you restored the correct wallet
Most “missing funds” cases are caused by opening a different wallet.
Check the following carefully:
Recovery words
Make sure you entered the exact same recovery words and in the correct order.
Optional passphrase
If you ever used a passphrase, you must enter it perfectly.
Important
A wrong passphrase does not produce an error — it opens a completely new empty wallet.
Check:
- capitalization
- spaces
- keyboard layout
- language
If unsure, restore again and re-enter the passphrase you originally used.
Step 2 — Check if accounts just need to be revealed
The BitBoxApp only automatically shows accounts that had activity.
Unused accounts remain hidden until you add them again.
To reveal them:
- Open Settings → Manage accounts
- Click + Add account
- Select the same cryptocurrency
- Repeat until your expected account appears
You are not creating a new account — you are revealing an existing one.
Reassurance
Your funds cannot disappear.
The wallet only redisplays positions derived from your backup.
Step 3 — Understand when the wallet stops searching
The wallet checks accounts in numerical order.
Bitcoin
The first six accounts are always checked, even if unused.
After that, additional accounts can only exist if the previous one had activity.
So once the wallet reaches an unused account beyond this point, it safely stops — no further accounts can exist.
Ethereum & Litecoin
All accounts are scanned sequentially.
If you created additional accounts, continue adding them until the expected one appears.
When to contact support
After completing all steps:
Contact support if:
- you are certain the recovery words are correct
- the correct passphrase was used
- you revealed multiple accounts and the balance is still missing
Provide:
- whether a passphrase was used
- the cryptocurrency
- the extended public key (xpub / zpub / ypub)
With the extended public key we can verify whether that account ever had transaction history or a balance — without needing access to your private keys.
Frequently Asked Questions
Are my coins lost?
No. Coins are stored on the blockchain.
As long as you have the correct recovery words (and passphrase if used), they are recoverable.
Why does a wrong passphrase show an empty wallet?
A passphrase creates a completely separate wallet.
Even a single wrong character opens a different wallet.
Am I creating duplicate accounts by pressing “Add account”?
No. You are only revealing existing ones derived from your backup.
How many accounts should I try to add?
Add the next few sequential accounts.
If they remain empty, you likely restored a different wallet.
Can support recover my funds?
No one can recover funds without the correct recovery words (and passphrase).
Support can only help identify which wallet you opened.