Trezor desktop doesn't show coins, Trezor suite lite does

General topics About Trezor Suite
1

Hello,

I had to reformat my Mac and so I reinstalled Trezor desktop and then synced my wallet. After doing so I don’t see my coins there but I see them on Trezor suite lite. Ofcourse I have my back up words secured. How can I get the desktop app to reflect what I have in the mobile app instead of showing 0.

Thanks

2

It sounds like you wiped what coins you are using from the memory of your computer. They can be reenabled in Trezor Suite Settings.

3

Thanks for responding. I did activate the coins in suite on the desktop but shows zero. I did notice that the receive address on the desktop is different than the receive address on suite lite.

4

Hi @Jamericani I would recommend creating a support ticket with our Chatbot Hal so we can better assist you. Once you’ve created the ticket, too help us better understand the issue and speed up the process of determining your issue could you please provide us with more information:

  1. Is the desired account enabled in Trezor Suite? Accounts can be enabled in the “Settings” under the “Coins” tab:
    2656×1018 252 KB
  2. Can you see the transaction history when you connect your Trezor device and open Trezor Suite desktop app?
  3. Is there a transaction you do not recognize that caused the balance to be incorrect?
  4. Do you use the passphrase feature?
  5. Are you sure you are checking the correct wallet (using the right passphrase for the wallet with your funds)?
  6. Is the address to which you sent your funds listed in your Trezor Suite?
  7. What cryptocurrency are you missing?
  8. Could you possibly share the transaction ID and your XPUB with us to explore this in detail? (If not, it’s fully understandable, however, it’s more difficult to investigate what could have happened.)
  9. Is it possible that you performed a firmware update recently?
  10. Please check that the wallet backup (recovery seed) stored in your Trezor matches the wallet backup you created during the initialization of your Trezor device. You can find information on how to perform this test here:

for Trezor Model One: https://trezor.io/learn/a/check-backup-on-model-one
for Trezor Model T: https://trezor.io/learn/a/check-backup-on-model-t
for Trezor Safe 3: Check wallet backup on Trezor Safe 3
for Trezor Safe 5: Check wallet backup on Trezor Safe 5

Please, let me know the result of this test.

I believe that answering these will help to shed some light on this issue. I will await your answer.

5

Thank you for responding. I have already created a support ticket and have only received one response so far. I will answer your questions below.

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I don’t understand how after reinstalling the desktop software and entering your recovering seed why it does not match the account I see in the mobile app. at one point it reflected correctly and now it doesn’t.

Thanks and let me know

6

Thanks for passing the information along. For your privacy, as this is a public forum, I have redacted your answers to these questions, and sent them to my colleague handling your support ticket, who will assist you going forward.

7

Thank you very much for your assistance.