Hello, Trezor Forum,
I hope to get help from other members here, as it is very difficult to get in touch with Trezor support. So my option is the forum, and I kindly ask if anyone is going through what I am and if they solved it, please, I hope it can help.
I bought a Trezor Model T. I set up the device, wrote down the wallet backup, installed the Trezor Suite from the verified source. I transferred part of my bitcoins to my Trezor account. I made sure the funds appeared in the Trezor Suite, and once confirmed, I placed my Trezor T along with the written wallet backup in a safe place.
However, I went to check the balance, as I was going to transfer a few more bitcoins, but to my surprise, my balance was 0. It had been a few months since I last checked my balance, and this time the Trezor Model T asked to update the firmware and software, and right after the update, the balance was 0, but with two transactions, one when I received from the exchange in September 2025 and when I sent to A standard wallet that I created (without a passphrase) in January 2026. From these transactions, I put the destination wallet address in the blockchain explorer and saw that the balance is there. I followed each step on the support page ‘I don’t see my crypto’ and can confirm the following steps: Ensuring that the coins are enabled. I successfully performed a wallet backup check. No password was set during the initial account setup, but I tried entering a blank password just to be sure. Nothing shows as empty or unused. Please, if anyone or customer support has gone through this problem, respond to this post!
Hi @lfribeiro , It sounds like the funds are still where they should be - on the address where you have sent them to.
If you sent it to a standard wallet different then the one you are using now, you need to recover that wallet using your wallet backup (recovery seed). It is not possible to have multiple standard wallets on one wallet backup.
Another possibility would be a second Bitcoin account, but if there was some balance on it, it would load automatically so you would be able to see it.
Could you please let me know your ticket number?
Yes, I have it. I replied to the email with all the necessary information. ID do ticket: 225836
Hi Andrew, thank you for your interest in trying to resolve this issue. I hope you can help me recover the funds.
Definitely, what happened was that I created another Bitcoin standard wallet.
I transferred the balance from the first standard wallet to the second wallet I created.
However, when I went to check the balance because I was going to transfer a few more bitcoins, to my surprise, my balance was 0.
It had been a few months since the last time I checked my balance, and this time the Trezor Model T asked me to update the firmware and software, and right after the update, the balance was 0.
That’s what happened; after the update, the wallet and the balance disappeared.
My friend, I am not looking for someone to blame, I just want my balance. I saw on other forums that other people managed to recover their balances by updating with an earlier firmware version.
I am willing to take the risk of losing the Trezor, but I would like you to guide me on how to do this update. It’s not a problem to lose the Trezor; I can buy a newer one.
But please, I have to try. I can’t accept losing a bad balance.