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. Work from account discovery to address verification before restore or reset steps.
Check the coin, network, account type, token view, public address, and the companion app sync state.
If the wallet was restored, updated, or moved to a new computer, add or rediscover accounts before judging the balance screen.
A different recovery phrase, hidden wallet, passphrase, account type, derivation path, or imported-account setup can show a different address set.
Blockchain indexing, token lists, or app refresh state can lag after firmware updates, restores, or network changes.
If appropriate, compare a known public address or transaction hash with the wallet view without sharing seed words or private keys.
Use official help with device, app, public network, and screenshot details only, never recovery words, PINs, passphrases, 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.
What users commonly report: Some restores initially show empty wallets until the correct network, account path, hidden wallet or passphrase context, imported account, or token/account view is selected.
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.
“Keystone shows an empty or delayed balance after the app or firmware update.”
Users often report temporary balance delays after firmware or app updates until the device reconnects, account discovery runs, and the correct network or token view refreshes.
“The restore finished, but Keystone is showing different addresses or no expected funds.”
Some restores initially show empty wallets until the right account type, passphrase context, derivation path, network, or imported account view is selected.
“Keystone QR pairing stopped working after an app update or reconnect.”
QR-signing problems commonly involve app pairing records, camera focus, unsigned transaction QR content, firmware validation, signed QR broadcast, or a network mismatch.
“A support message said it could fix Keystone if I shared my seed phrase or screen.”
Fake support often appears during update, restore, missing-balance, and QR-signing stress. No legitimate wallet support flow should ask for recovery words, private keys, PINs, or remote access.
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 maintained support paths to move from a symptom to the right setup, recovery, troubleshooting, or security help without sharing private wallet data.
Related problems
If this page is close but not exact, check these nearby support topics so the next step matches the failure pattern.
Check firmware state, companion app version, unsigned QR content, camera focus, and signed QR broadcast.
Open helpVerify account selection, network, token visibility, app sync, and restore/passphrase context.
Open helpRecheck pairing records, device prompts, QR scan permissions, and official update instructions.
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, wallet backup, screen sharing, or remote access. Verify downloads, QR tools, and update prompts on the official wallet site before acting.
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.