Why my balance shows 0 or incorrect on the app?

First, please do not worry. Your private keys are securely encrypted and stored offline in your cold wallet, ensuring your assets remain safe. The app itself only synchronizes data from the blockchain to display your balances and transactions, but your cryptocurrencies are always securely stored on the blockchain.

If you ever have concerns, you can verify your account and balances directly on the blockchain at any time.

Here are some reasons why your balance might show as 0 or incorrect:

Token Not Supported by CMC (CoinMarketCap): If the tokens you own are not supported by CoinMarketCap, the token price will not be updated in the app, causing the balance to display as 0. However, this does not impact your actual holdings.

Network Delays: Occasionally, the app may encounter delays due to slow connections or network issues, leading to incorrect balances or missing transaction records.

In such cases, wait a moment for the blockchain to update and refresh the app. If the issue persists, please contact us at cs@ellipal.com, and we'll assist you further.

Back to blog