Use this Keystone balance troubleshooting page when assets, tokens, or account balances do not appear after transfer, restore, update, app pairing, or QR signing attempts.
Independent wallet security guidance. This site is not Keystone.
Keystone help topics
Wallet security
Quick issue summary
Ledger and Trezor support teams should never ask for a recovery phrase, seed phrase, private key, or remote access to a wallet.
Recently Reported Issues
A Keystone balance not showing problem is often caused by the wrong network, hidden token, account mismatch, delayed indexing, pending transfer, restore context, or companion app display state.
Common wallet topics include Keystone balance issue, token not showing, missing balance, wrong network, account mismatch, app sync delay, or balance missing after restore.
Never share your recovery phrase, seed phrase, private keys, or PIN.
Wallet topics
If balances appear but transactions cannot sign, troubleshoot QR signing.
OpenIf balances changed after restore, review recovery phrase and account context safely.
OpenIf balances changed after an update, check app sync and pairing state.
OpenIf the app cannot see the hardware wallet, solve detection before balance checks.
OpenReturn to Keystone wallet support for broader balance and app help.
OpenReport non-private network, token, and app symptoms to PhraseWallet.
OpenKeystone device troubleshooting is safest when you separate display, sync, device, firmware, and recovery phrase concerns before changing wallet settings. Use official Keystone support links for device-specific instructions.
Use these checks to separate ordinary setup friction from wallet safety risk before you reset, restore, reinstall, or open wallet support portals.
Use a data-capable cable, confirm computer permissions, avoid untrusted browser prompts, and check whether the official app recognizes the device before restoring anything.
Handle firmware updates only through verified official software. A firmware prompt should not require typing seed words into a website, chat, or support form.
Zero balance or missing transactions can come from the wrong account, network, passphrase, derivation path, sync delay, or exchange withdrawal still pending.
Keep the phrase offline and private. Do not photograph it, paste it into support, or use a recovery check page from an ad, email, DM, or search result.
Read the device screen carefully before approving. If the destination, network, fee, or contract request is unexpected, reject and investigate first.
Avoid remote access, paid recovery, messaging-app helpers, fake live chat pages, and anyone asking to be added to your wallet or computer.
Start with the most common causes before resetting the wallet, restoring from a recovery phrase, or trusting a support message.
Step 1
Compare the receiving address, chain, token symbol, and transaction status with the active wallet view paired to Keystone.
Step 2
Search the token list and use only verified contract details for the correct network when adding a custom token.
Step 3
Close and reopen the companion app, switch networks, wait for indexing, and avoid reinstalling before backup readiness is clear.
Step 4
If balances changed after restore, confirm the expected address, account, recovery setup, and any passphrase context before assuming funds moved.
Check selected wallet, network, token list, custom token details, app version, and whether a watch-only or imported wallet is active.
If the app shows the account but signing fails, separate balance display from hardware signing or QR approval issues.
Do not approve unexpected token approvals or contract signatures while trying to make a missing balance appear.
Expected flow
A zero balance often reflects display, network, account, sync, passphrase, or restore context rather than a final conclusion about funds.
Check the coin, network, account type, public address, and the companion app sync state.
A different recovery phrase, hidden wallet, passphrase, or derivation path can show a different balance.
Blockchain or app indexing can take time depending on network and software state.
Use official help with public details and screenshots only, never recovery words or private keys.
Experiences may vary depending on wallet brand, device state, app version, network congestion, firmware status, and how the wallet was originally backed up.
For official Keystone help, downloads, updates, or contact options, use Keystone's official portal and verified official channels. This page helps you prepare safe, non-private context before opening support portals.
No legitimate wallet guidance should need your recovery phrase.
A recovery phrase controls wallet restoration. Treat it as private self-custody information and review how phrases work before using any wallet.
Community reports
Keystone troubleshooting reports often involve QR pairing, firmware prompts, companion app account display, recovery planning, balance visibility, and fake support warnings. These examples avoid private wallet data and focus on the support pattern.
These examples are informational and reflect common user-reported wallet issues. Never share your recovery phrase, seed phrase, private keys, PIN, or wallet backup with anyone. Official wallet support should never ask for your recovery phrase.
“KeepKey shows zero balance after reconnecting, but I expected funds to be there.”
Zero-balance displays may involve wrong account, network, stale wallet app sync, missing account after restore, or a different recovery phrase context.
“Trezor Suite will not open or keeps loading on my computer.”
Trezor Suite issues may involve app updates, browser conflicts, operating system permissions, cached sessions, or temporary connectivity problems.
“My crypto transaction does not appear in Ledger Live after sending it.”
Transaction visibility may depend on network confirmations, account sync, selected blockchain, exchange delays, or wallet app updates.
“A support page asked for my KeepKey recovery phrase to verify the wallet.”
No legitimate wallet support should ask for a recovery phrase. Entering seed words online can compromise the wallet immediately.
Report wallet issue
Submit a non-secret wallet problem for moderated review and safer routing. PhraseWallet is independent and this is not official wallet support or emergency recovery assistance.
Never enter your recovery phrase, private key, password, PIN, or payment details.
Common wallet issues
Use these support paths to move from a symptom to the right setup, recovery, troubleshooting, or security help.
Related problems
If this page is close but not exact, check these nearby support topics.
Use the Keystone support hub for QR pairing, firmware, balance, recovery, and transaction signing help.
Open helpShare non-private symptoms to help organize recurring Keystone support problems.
Open helpAvoid remote helpers and anyone asking for recovery words, private keys, PIN, or wallet validation.
Open helpOfficial wallet support should never ask for your recovery phrase, seed phrase, private keys, PIN, or wallet backup. Verify downloads and update prompts on the official wallet site.
FAQ
Common causes include wrong network, hidden token, wrong account, app sync delay, pending transfer, custom token mismatch, passphrase context, or restore context.
Not always. Check the public address, chain, token contract, transaction status, and selected wallet account before concluding funds moved.
No. Token or balance visibility troubleshooting should not require sharing recovery words, private keys, PIN, or remote access.
Network, token symbol, public transaction hash if you are comfortable, device model, app version, and error text. Never include seed words.
Use official Keystone support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.