Why is my external wallet balance missing or outdated?

If a tracked wallet shows no balance or a number that looks wrong, it is almost always one of these: the wrong chain was picked for the address, the wallet holds a token on a chain that is not auto-scanned, the balance really was zero on the last check, the address is set to be ignored, or the next update just has not run yet. Here is how to work through each one.

Check the chain matches where the funds actually are

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Altrady tracks external wallets by Chain and Wallet address together, not by address alone. When you add an address (from + Add on the Portfolio page, then Wallet address), you pick its Chain from a list, and only these chains are supported: btc, ltc, eth, bsc, trx, xrp, egld, arb, base.

If your funds sit on a network outside this list, Altrady has no way to scan it. Open the wallet address and confirm the Chain matches the network the coins were actually sent on. Addresses on eth, bsc, arb and base look identical, so it is easy to pick the wrong one: an address that only ever received funds on Arbitrum shows nothing when it is added as eth. If you use the same address on several of these networks, add it once per chain.

Tokens only auto-detect on ETH, BSC, Arbitrum and Base

Native coins are picked up automatically on their own chain. Tokens sitting on top of a chain, like an ERC20 or BEP20 token, are only auto-detected when the address is on the eth, bsc, arb or base chain.

If you added an address on trx, xrp, or another non-token chain expecting a token balance to appear, that is why it is missing: those chains only track the native asset, not tokens issued on them.

A zero balance shows as nothing, not as zero

Altrady does not store a balance entry for a day when the scanned balance came back at zero. So a wallet that has never held funds, or one that was fully emptied, can look completely blank instead of showing “0”. An address that received coins in the past but has since sent them all out is blank for the same reason. Check the address on a block explorer: if the current balance there is zero, Altrady is showing it correctly.

Bitcoin or Litecoin xpub

If you added a hardware wallet with an xpub on btc or ltc, Altrady reads every address in that account and adds them up. Altrady checks both the older and the newer account types, so paste the key exactly as your wallet app gives it.

An xpub only covers one account. If your Ledger has several Bitcoin accounts, add each account’s xpub as its own wallet address.

The address might be set to “Ignore in balance”

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A wallet address can be set to be left out of your totals while still being tracked, so you can keep an old or cold-storage address visible for reference without it skewing your numbers. If a specific address seems to be missing from your overall totals, open it and check whether it is set to be ignored, then turn that off to bring it back in.

When balances update

Adding or editing a wallet address triggers a balance lookup in the background rather than instantly, so it is normal to see no balance for a few minutes right after you add or change an address. After that, wallet balances refresh once a day, around 00:00 UTC. A coin you moved into or out of the wallet today shows up after the next daily update.

There is no way to type in a balance by hand: every amount comes from the blockchain, so the address and chain need to be right.

Typo, or something deeper?

• Double-check the address first if the wallet has never shown any balance, especially if you typed it in manually. A single mistyped character points to a different address on the chain, one that legitimately has nothing on it. Copy and paste the address directly from your wallet or block explorer rather than retyping it.
• Contact support if you have confirmed the chain is correct, the address matches your wallet exactly, a block explorer shows a balance, the address is not set to be ignored, and the balance still has not appeared after the next daily update. At that point it is worth having someone look at the specific address.

For the basics on setting one up, see Add and track an external wallet. To see how wallet totals roll into your overall numbers, see Understanding your Portfolio overview.

Still stuck?

If your funds are on a network Altrady doesn’t support yet, you can vote for it on roadmap.altrady.com. For anything else, once you have been through the checks above, contact support through the in-app chat with the wallet address and chain you are using.