There are various reasons why you may be experiencing issues with your balance displaying correctly. We have created a list below of all the 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 can export your backup phrase onto another wallet.
Also, ensure you are using Jaxx Liberty and not Jaxx Classic. We've discontinued Jaxx Classic recently and your balance on Jaxx Classic will most likely be incorrect. To learn how to migrate to Jaxx Liberty please visit here.
Let's get started looking for a solution to your issue:
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 to transact them. 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?
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 it just hasn’t been sent yet. Please verify that the funds have actually been sent. If waiting for an exchange such as Coinbase to send you a withdrawal, you may have to wait and confirm with them once it's been sent. We can not let you know when it will be sent and 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.
A) For instructions on getting your old addresses, please review this article.
B) For instructions on getting the transaction hash (TXID) please review this article.
C) To check your balances and/or the validity of your transactions, you can use a 3rd-party block explorer to see what has actually occurred on the blockchain.
You can find a block explorer for other coins by doing a web search for the coin name 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.
D) If your balance issue is due to a transaction from one of our exchange partners, please contact them directly for assistance. Please provide them with the information they request in order to get the fastest resolution possible.
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 and have you tried refreshing your Jaxx Liberty wallet for the specific coin/token you are having issues with?
You can do that by selecting the desired coin/token on the home page and then selecting the refresh circle arrow at the top of the right of the wallet page.
SOLUTION 8) Is your 12-word backup phrase (mnemonic) 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 that 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. Download the latest version of Jaxx Liberty
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 out your backup phrase or private keys to anyone?
- Perhaps you sent that transaction yourself from a secondary device and may have forgotten about it?
- Have you paired your Jaxx Liberty Wallet on any device that you no longer use, maybe a laptop or a phone that you gave to someone else?
- Are your devices (computers especially) up-to-date with their antivirus / anti-malware programs and have you scanned them with no threat(s) showing?
All the above questions are meant to help you identify any way your device or wallet phrase was exposed. Though there isn't anything we can do to return that amount to you (blockchains are decentralized and transactions are final), the above may help you understand more about what happened and help protect you in the future.
It's important that you know that we do not have the ability to move funds out of your wallet. We do not have access to your private keys, 12-word backup phrase, or your digital assets. Everything is stored locally on your device, nothing is saved on any server, and we always advise our users to not share their security information with us or anyone else so that you retain full control of your assets.
If you believe the funds have been stolen, we suggest you report the incident to your local authorities for investigation.