Balance or token not showing

What to do when a balance is missing, shows zero or does not update in THORWallet, with the checks to run before you contact support.

Updated 3 min read
Short answer

Pull down on the wallet home screen to refresh. If a token is still missing, tap the plus icon and switch it on under Manage tokens. Your funds are on the blockchain, so you can always check your address with Explore.

On this page

A missing balance is almost always a display issue. Your coins are recorded on the blockchain at your address, and the app reads them from there. Work through these checks in order.

Quick checks

  1. Refresh. On the wallet home screen, pull down until the list reloads.
  2. Check the wallet. Make sure the wallet that holds the funds is selected. You can switch under Settings, Manage Wallets.
  3. Check the connection. Switch between Wi-Fi and mobile data, or turn off a VPN, and refresh again.
  4. Update the app. Install the latest version from the download page. Your wallet stays on the device.
  5. Restart the app. Close it completely and open it again.
The wallet home screen with the token list.

The token is not in the list

THORWallet shows the main assets by default. Other tokens must be switched on.

  1. On the wallet home screen, tap the plus icon above the token list. Manage tokens opens.
  2. Search for the token and flip its switch.
  3. If the token is not listed, add it with its contract address.

The full steps are in Add, hide or import a custom token.

The app and the explorer show different amounts

  1. Open the asset and tap Explore. A block explorer opens with your address on that network.
  2. Compare the balance there with the app. The asset page in the app shows a Last updated time.
  3. If the explorer shows the funds, they are at your address. Refresh the app and check that you look at the same network. The same token can exist on several networks, for example USDT on Ethereum and on TRON.

If the explorer does not show the funds either, the transaction has not arrived. Check it with the sender, or see How to check the status of a transaction.

Balances that take time

After a swap

A swap across chains takes time, and some swaps are sent in parts. The balance updates when the outbound transaction is confirmed. If the swap was refunded, the original coin comes back to your wallet. See My swap is stuck, delayed or refunded.

Monero and shielded Zcash

For Monero and shielded Zcash the wallet must scan the blockchain before it can show a balance. The asset page shows the sync progress. Keep the app open during the first sync. If a Monero sync fails, tap Retry. Seed wallets can also set their own Monero node under Settings, Monero node.

A token shows no price

  • A token marked Unverified Token is not on THORWallet's token list.
  • A token Flagged as malicious has no price in THORWallet and cannot be swapped. Do not follow links that promote it. See Stay safe from scams.

When to contact support

Contact support if the explorer shows the funds at your address and the app still does not after you refreshed, updated and restarted. Send your public address, the network, the token and a screenshot. If the app shows an error with a code, include the code. See Contact support.

Support will never ask for your recovery phrase.

Common questions

The explorer shows my funds but the app shows zero. Are my funds lost?

No. The blockchain is the record of your funds and the app only displays it. Pull down to refresh, check that the token is switched on under Manage tokens and that the right wallet is selected.

How long does it take until a deposit shows?

It shows after the network has confirmed the transaction. That depends on the network and on how busy it is. Pull down on the wallet home screen to refresh.

Why did a token disappear from my list?

It may be switched off in Manage tokens, or you may have another wallet selected. Tokens flagged as malicious are shown without a price.

Why is my Monero or shielded Zcash balance not there yet?

These balances appear only after the wallet has synced with the blockchain. The asset page shows the sync progress. The first sync can take a long time.

My total balance shows dots or stars instead of numbers. Why?

Balances are hidden. Tap the eye icon next to your total balance to show them again.

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