There are various reasons why your balance may not display correctly in Jaxx Liberty. The list below describes a number of possible solutions to resolve your issue.
Please keep in mind that Jaxx Liberty does not store your crypto. Only you have the keys to your wallet and the blockchain manages the ledger containing your funds. Jaxx Liberty is an interface to connect the two together. You have the ability to export your backup phrase into another wallet.
SOLUTION 1) Are you using the most recent version of Jaxx Liberty (if you're using Jaxx Classic you will have to upgrade)?
This is the most common reason why balance issues will occur. It is important to be running the most recent release of Jaxx Liberty to ensure functionality, security, performance and the latest features.
Check which version you are running by going to MENU > ABOUT and making sure you are running Version 2.6.5
SOLUTION 2) Have you been sending mining or faucet rewards to your Jaxx Liberty Wallet?
If you have, you'll need to redirect them and import your balances into a full node wallet. Jaxx Liberty is a light wallet and like all other light wallets, mining or faucet transactions have too much information for light wallets to handle.
SOLUTION 3) Do you have a stable internet connection and are you using a VPN, TOR or a firewall?
If so, switch to a different network and try again. Also ensure to turn off or discontinue using your VPN, TOR or firewall service while using Jaxx Liberty.
SOLUTION 4) Are you expecting a transaction that maybe hasn’t arrived yet from a third party, such as an exchange or from another wallet?
Sometimes things take some time or maybe the transaction hasn’t been sent yet - please verify that they have. If you're waiting for an exchange such as Coinbase to send you a withdrawal, confirm with them once it's been sent. We can not let you know when it will be sent. Sometimes time and a bit of patience will resolve the issue.
SOLUTION 5) Have you checked your balance on the blockchain to ensure the transactions in question have been confirmed?
By checking the blockchain for wallet balances or transactions that might be missing, you can confirm with 100% certainty that they exist and have been confirmed.
To check your balances and/or the validity of your transactions, you can use a third-party block explorer to confirm what has actually occurred on the blockchain:
- Block explorer for Bitcoin
- Block explorer for Ethereum and all ERC-20 tokens
- To find block explorers for other coins, do a web search for the coin named followed by "block explorer" (e.g., Cardano block explorer). This will display various sites you can use to explore your specific coin.
If your received balance is not present, contact the sender and advise them of the situation.
If your sent transaction is not present, try the transaction again and look out for any errors.
If your balance issue is due to a transaction from one of our exchange partners, please contact them directly for assistance:
SOLUTION 6) The specific wallet network may be temporarily unavailable.
Please try again at a later time to check to see if the wallet network is back online and if the balance has been corrected.
SOLUTION 7) Is your coin or token enabled in your Jaxx Wallet? Have you tried refreshing your Jaxx Liberty wallet for the specific coin/token you are having issues with?
To refresh, select the desired coin/token on the home page and then clip the refresh circle arrow at the top of the right of the wallet page.
SOLUTION 8) Is your 12-word backup phrase the right one?
If you aren’t seeing any transaction histories in Jaxx Liberty when you expect some to be there, it's quite possible you aren’t using the correct backup phrase.
If you are migrating from Jaxx Classic to Jaxx Liberty and the balances between the two are different, this might be because Jaxx Classic infrastructure has been turned off and recent transactions and balance may not be showing in Jaxx Classic. Jaxx Liberty should be considered the more true representation of your balances and transactions.
SOLUTION 9) Have you tried a clean install?
A clean install of Jaxx Liberty will remove any old or outdated data that might be causing issues. Before going through this process, make sure you have a copy of your 12-word backup phrase. Please refer to the instructions relevant to the platform(s) you’re using:
SOLUTION 10) Has your wallet been compromised?
If you see transactions you don't recognize, could your device or wallet have been compromised? To help determine this, consider the following questions:
- Do you remember anyone having access to your unlocked devices, even for a few minutes?
- Have you ever given your backup phrase or private keys to anyone?
- Could you have downloaded a fake scam Jaxx app? Please make sure to only download from https://jaxx.io/downloads
- Do you store your backup phrase or private keys in an insecure location? This includes a device connected to the internet.
- Have you spoken to anyone online about your wallet? We do not provide support on any social media channels due to the number of imposters trying to steal your funds.
- Could you have sent the transaction yourself from a secondary device and forgotten about it?
- Have you paired your Jaxx Liberty Wallet on any device that you no longer use, maybe a laptop or a phone you no longer have?
- Have you verified your devices are up to date and clear of malware?
- Have you visited websites, downloaded files, or opened emails that seemed suspicious?
Jaxx Liberty takes user privacy and security very seriously and we have never been breached. As a non-custodial wallet, we NEVER have access to your private keys and 12-word backup phrase required to access your crypto. That information is only stored locally on your device - nothing is ever shared with us or stored on our servers. When creating a wallet, users are instructed to record their 12-word backup phrase in a secure location offline and never share it with anyone. This helps ensure users remain in full control of their crypto.
Unfortunately, there are many attempts to deceive our users, from social media accounts pretending to be Jaxx Liberty to fake applications in app stores. There are also several attack vectors directed at users, like key loggers, sybil, and MiM, that can make individual devices or wallet security details (i.e., private keys & 12-word phrase) vulnerable to hackers.
Unfortunately, there isn't anything we can do to return your lost assets. Blockchains are decentralized and all transactions are final. If you believe you were the victim of a scammer or a hacker, we advise that you report the incident to your local authorities for investigation.