Trust Wallet Support

How to Locate Missing Funds

Modified on Wed, 6 Nov at 3:22 AM

Before we go any further you need to understand first how Trust Wallet works and always make sure you have the latest app installed on your device.


Trust Wallet is just a bridge to multiple blockchains. Technically, there are no funds stored with Trust Wallet. Creating a wallet using the mobile app or browser extension doesn’t mean that you have an account with Trust Wallet (in a traditional sense, like the banks). What you have are blockchain wallets and your assets reside on their respective chains. The app holds the keys that allow you to connect to the network, check your balance, and make transactions.


Now that we have clarified on how the Trust Wallet app and browser extension works, let’s find out how to find our missing funds.


Covered in this guide

  • Is the coin/token supported?

  • Check for service outage

  • Use a blockchain explorer to check the balance and transactions

  • Check your internet connection

  • Reinstall the app and restore the wallet

  • Test using another device


Is the coin/token supported?


The app is able to support more than 10M+ assets across 100+ blockchains. Unsupported coins/tokens will not show up on the wallet and there is a chance that they cannot be recovered. Please be careful when sending your crypto.


To determine if a blockchain and its native coin are supported, please do the following.

  • For the mobile app:
    Press the toggle button on the top right corner while on the “Home” tab.


    Then press the “All Networks” drop-down.


    The app will then display the list of the supported blockchains. You can also press the network that you want to use and search for the specific token that you want to transact with.


  • For the browser extension:

    It’s a bit different since the network list will only show the EVM chains when you press the “Switch Networks” icon.



    You can check the other native coins and tokens by using “Search”.



The network list is non-exhaustive since we support all EVM chains. You can manually add other EVM chains by following the guide in “How to add custom networks?”


In regards to the tokens of the EVM chains, if it’s not searchable, then you can add custom tokens as well. Follow the guide: How to add custom tokens?


We also have a search function in the home page of the website: https://trustwallet.com/ (as of writing, not all listed chains there are supported in the browser extension)



Note: Make sure you use the correct blockchain when receiving. A common misconception is that even though the name is the same and the wallet address format is similar, users will think that they will receive it there. Such as the VeChain (mainnet) and VeChain (BNB Smart Chain - BEP20).


Check for service outage

In case we experience hiccups with our service, we encourage you to check the status at https://status.trustwallet.com/ 


As an example, maybe you were surprised as to why you can’t see your BTC balance at all. The status page will reflect that there is an issue with the BTC RPC endpoint. Your funds are SAFU and you can still check your balance using a blockchain explorer.


Use a blockchain explorer to check the balance and transactions

It is a must to check if your receiving address actually holds the cryptocurrency. The best way to confirm your balance is to browse using their respective blockchain explorers. If you have a record of a transaction or better yet, the addresses of your crypto holdings, this will be useful in tracking your assets.


Here’s a non-exhaustive list of the blockchain explorers to use:


Our list at https://github.com/trustwallet/wallet-core/blob/master/registry.json provides the links for the explorers as well.


To use those blockchain explorers, simply get your receiving wallet address from the app then paste it in the search bar so you can see your balance and full transaction history.


As an example, here’s an Ethereum wallet of Vitalik.



If it shows up in the blockchain explorer, but not in the app or browser extension, then you may need to toggle the enable icon (guide at “How to add a coin/token?”) or add it as a custom token.


If it doesn’t appear in the blockchain explorer, then here are the probable causes:

  • The sender hasn’t initiate the transaction yet. Please reach out to your sender and let them know.

  • You used a different wallet. Make sure you are using the correct wallet. If you recently restored/re-imported the wallet, then also check that you used the correct secret phrase or private key. Every secret phrase/private key has its own unique wallet address. Please remember that we do not have a record of your secret phrase nor private key.

  • If you see a transaction indicating that your coin/token was transferred somewhere else “without your authorization”, then you may have given an unlimited amount of approval for someone else to move your tokens (please read the “How to spot malicious DApps?” guide) or your wallet was compromised (refer to the “What to do if your wallet is compromised?” guide).



Check your internet connection

As always, in order for the app or browser extension to work, you need to be online. Try opening a browser or another app that connects to the internet. Switch off/on your mobile data, and try to reconnect to a different WiFi access point. If there is a connection problem then you would need to check this further on either your device settings or internet provider.



Reinstall the app and restore the wallet

Please try a full reinstallation of the app. Make sure you have a backup before you proceed.


Uninstall and then reinstall your app. Follow this guide to restore your wallet.


For the browser extension, make sure you have a backup of your secret phrase. To create a backup:

  1. Click settings

  2. Click "View Secret Phrase"

  3. Type your password then click reveal

  4. Take note of your secret phrase. Make sure the sequence is correct.
    Never share it with anyone else. You can save it on your password manager if your prefer. Or, you can also print it as well and store it in a safe place.

After you make sure you have a backup, you can uninstall the browser extension by right-clicking the icon then selecting "Remove from Chrome" (the browser name will change depending on where you installed the extension, i.e. “Brave”, “Edge”, etc.).



Once done uninstalling, you can install it again at https://chrome.google.com/webstore/detail/trust-wallet/egjidjbpglichdcondbcbdnbeeppgdph


Choose "Import or recover wallet" so you can use the secret phrase from earlier.



Set your desired password and type the secret phrase backup.


Toggle the coins/tokens if necessary (follow the guide at “How to add a coin/token?”) or add it as a custom token so you can check your balance.


Test using another device

To better isolate the issue, using another device is another way of doing so. If you have a spare device, install the mobile app or browser extension, restore the wallet, and test it there. The result of this test is beneficial for our devs if it comes to a point where a ticket has to be submitted.


Last resort, submit a support ticket

After going through all the ways mentioned above and you are still unable to fix the issue, then head over to https://support.trustwallet.com/ so you can submit a ticket.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article

×
Recent Searches

No recent searches

    Popular Articles

      Articles
      View all
        Topics
        View all
          Tickets
          View all
            no results

            Sorry! nothing found for

            Submit a ticket
            Preview
            0 of 0