If an expected transfer is missing, first establish which network the sender actually used, whether the transfer succeeded, and who controls the receiving address. Funds sent on another EVM network may be accessible with your BitBox02, but only when they reached the intended account and that network and asset can be accessed through an appropriate wallet interface. These steps use a BitBox02 Multi with the legacy web interface of MyEtherWallet (MEW).

Do not repeat the transfer, reset your BitBox02, or restore a wallet to investigate a missing balance. You can begin with public transaction information; no recovery words, private keys, password, optional passphrase, or wallet backup should be entered into MEW or shared with Support.

Locate the transfer before changing the wallet

Start with the sender's wallet history or exchange withdrawal record. A network selected afterward in MEW cannot change where an earlier transfer went.

1. Collect the actual transfer details

• Obtain the network name, transaction hash, receiving address, asset, and amount from the sender's record. For a token, establish its contract address on that network.
• If an exchange withdrawal is still processing or has no transaction hash, ask the sender or exchange whether it was submitted to the blockchain.

2. Open the transaction on its actual network

• Use that network's official block-explorer link from its documentation or the sender's verified wallet or exchange record. Search for the transaction hash. Check the transfer status and destination there.
• If the transaction cannot be found, first recheck the network and hash with the sender. Absence from an explorer is not proof that the funds are lost.

3. Check the asset's receiving address

• For a native-coin payment, check the transaction destination and any relevant transfer record. For a token, inspect the token-transfer record and its recipient: the outer transaction's To field can be the token contract rather than your receiving address.
• Compare the full recipient with the address you intended to use. Keep this complete address available for the account-selection check below.

4. Determine who controls that address

• Continue with your BitBox02 only if this is an account from your own BitBox02 wallet. If it is an exchange or another service's deposit address, use the service's recovery assessment.
• If it belongs to someone else, your BitBox02 cannot sign for it; contact the known recipient where appropriate. BitBox and MEW cannot reverse a confirmed transfer or retrieve another party's keys.

5. Check whether the asset remains there

• A successful past transfer establishes what arrived at that time. Check the address's current balance and subsequent transfer history on the same network.
• If it arrived and was later moved, changing MEW's network does not bring it back.

Use the observed status to choose the next action:

Open the intended account on the actual network

For the same BitBox02 account, your Ethereum address is the same across EVM networks. Each network maintains its own balances and transaction history at that address. To locate the funds, you need both the network actually used and the exact receiving address from the transfer record.

Your BitBox02 wallet can contain several Ethereum/EVM addresses, but MEW has one address active at a time. Select the exact receiving address during connection, then open the dashboard and select the actual transfer network there. You can change the dashboard's network without logging out or reconnecting your BitBox02; changing the active address requires repeating the connection. A different optional passphrase opens a different wallet, so use the same wallet and passphrase as before.

1. Connect your existing BitBox02 wallet

• Follow Connect your BitBox02 to MyEtherWallet (MEW) through hardware-wallet selection, USB connection, device unlocking, and pairing checks where required. Enter the device password and, if applicable, the same optional passphrase only on the BitBox02.
• Continue until MEW shows Select Network and Address. If you already opened the dashboard with another address, select Logout at the bottom of the left sidebar, confirm Log out in the dialog, and repeat the hardware-wallet connection to reach this selection window. Do not reset the device or import wallet secrets to change the active address.

2. Select the exact receiving address

• Expand Address above Network. MEW lists addresses from your wallet, with a selection circle at the left of each row. If an address is shortened, use its copy icon, shown as two overlapping rectangles, and paste the public address into a local text editor to compare the full value with the transfer's recipient.
• Use Next or Previous beneath the address list to check further rows. Once the full address matches, select the circle beside that row. Only one address can be selected; do not choose a row merely because it has a nonzero balance.
• Leave Network unchanged in this window. You will choose the actual transfer network on the dashboard after opening the selected address.
• If the expected address is absent, check your known wallet/passphrase state and previously used account settings. Do not guess a new passphrase or arbitrary address path. Stop and ask BitBox Support about the intended account if you cannot identify it.

3. Open the selected account

• Below the address and network sections, open Terms. If you agree, select the checkbox beside To access my wallet, I accept Terms, then select Access my wallet.
• MEW opens the dashboard for the selected address. Check the address on the account card near the top of the left sidebar. If it is shortened, use the card's copy control to compare the full value with the transfer record. If the address is wrong, log out and reconnect to select the correct one before continuing.

4. Select the actual transfer network

• On the dashboard, find the Network panel, usually at the upper right of a wide desktop layout or above the main wallet panels in a narrower window. If it already shows the exact network established from the sender's record, keep it and continue to the balance check.
• Otherwise, select the button showing the current network name and Last Block. In Select Network, choose Main, then enter the actual network name in Find Network or scroll the list. Check its complete name and select the circle at the right of the matching row.
• Wait for the chooser to close and the account view to update. Check that Network now shows the intended network and that the account card still shows the exact receiving address. This changes the network view without logging out or reconnecting your BitBox02; it does not move funds between networks.
• If the network is unavailable or the change fails, stop and ask BitBox Support about an appropriate hardware-wallet access path. Another network with a similar name is not a substitute. For more detail about these dashboard controls, see Switch EVM networks in MyEtherWallet with your BitBox02.

5. Check the relevant asset balance

• View the native-coin balance or token list for this exact address and network. If the explorer shows a token balance but MEW does not list it, continue with the display procedure below.
• If MEW and the explorer disagree after refreshing, retain the transaction details and the discrepancy for Support instead of sending funds to test it.

Show a verified token that is not listed

Use this section only after confirming that the token is held at your account on the selected network. A token's contract address identifies the asset; it is different from your receiving address. Obtain the contract from the token issuer's official documentation and check it against the token-transfer record. A matching symbol alone is insufficient.

The screenshots use RealUnit (REALU) to illustrate adding a token. Use the verified contract and details of the token you are investigating, rather than copying the example. The example's prices, balances, and other dashboard content are not instructions or recommendations.

1. Open the token controls

• On the dashboard, find My Tokens Value in the main area; scroll down if it is outside the visible part of the page. Open the three-dot menu at the upper right of that panel and select Add Token.
• If the token panel is empty, select + Add a custom token instead. Either route opens Add custom token, with an input for the token's contract address.

2. Enter the verified contract

• In Add custom token, paste the token's complete contract address for the currently selected network into the Contract address input. The placeholder may no longer be visible once the field contains text. Do not paste your receiving address or a contract for another network.
• Select Next. MEW opens the token-details view. If the address is rejected, recheck the selected network and the official contract before continuing.

3. Review the returned token details

• Check Contract, Name, and Symbol against the token issuer's official information. The screenshot shows the RealUnit example with symbol REALU. A shortened contract, matching name, or icon alone is not a full identity check; compare the complete contract you entered with the verified source.
• If information is missing, supply it only when you can verify it from that source. Do not change a returned symbol merely to match the token you hoped to find. If you cannot establish the token's identity, select Cancel rather than guessing.

4. Add the display entry and check the balance

• Once the details are verified, select Add Token. The dialog closes and the token appears in My Tokens Value; MEW may also show a confirmation message at the bottom of the page.
• Check the token's Balance for your selected address and network against the current balance in the explorer. Adding the entry changes MEW's display only: it does not move or recover funds, authorize spending, or make the token recognizable on the BitBox02's screen.

If MEW says the contract already exists, open the My Tokens Value three-dot menu and select Edit Token. In Edit Tokens, find the existing asset and check its complete contract using the row's copy control if the address is shortened. Select its checkbox under Show if it is hidden, then close the panel and check the token list again. Do not add a different contract to bypass the duplicate-token message.

For an invalid-contract error, recheck the network and official contract. If the verified token still cannot be displayed or its balance disagrees with the explorer, ask Support to assess the discrepancy.

Choose the next action

The investigation is complete when you have located the actual transfer and current balance at the intended controlled address, or established why the sender, a destination service, or Support must assess it. Seeing a balance in MEW does not by itself establish that every transfer of that token can be safely reviewed or completed.

You do not need to move or bridge the asset merely to locate it. If you decide to send it onward, first confirm that the recipient accepts the same asset on the network where it currently exists, then use Send ETH and tokens in MyEtherWallet with your BitBox02. Moving an asset to another network is a separate operation with its own requirements and risks.

For an unresolved account, network, or display problem, contact BitBox Support. Include the actual network, transaction hash or explorer link, receiving address and token contract where necessary, the discrepancy you observed, and which steps you completed. These are public transaction details, but they can link activity to you; share only what is needed. Never provide wallet secrets or backup files.