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I opened the app, but my coins are not showing / My coin balance suddenly decreased

This article covers cases where coins that were already held in your D’CENT Wallet are not visible in the app or appear to have suddenly decreased in balance. 

If you sent coins to your D’CENT Wallet but the balance is not displayed, please refer to the article “I sent coins to D’CENT but they are not showing up.”

If coins are not visible in the D’CENT app or there is an issue with the displayed balance, please check the following items first.

[Wallet Synchronization and Refreshing the My Wallet Tab]

  • If you are using a Biometric Wallet, please reconnect it to the D’CENT app via Bluetooth and sync it to refresh your coin balances.
  • You can also refresh the balance by pulling down and releasing the screen in the My Wallet tab of the D’CENT app.
Refresh balance.gif

[Check the Active Wallet Mode and Multi-Wallet Usage]

  • In the My Wallet tab of the D’CENT app, tap the “Wallet Management” button at the top left and verify that the correct wallet mode (App Wallet / Biometric Wallet / All-in-One Card Wallet) is selected.
  • If the wallet mode is different from the one you normally use, switch back to your original wallet mode and check whether the balance is displayed correctly.
  • If you are using multiple wallets (multi‑wallet feature), please make sure to check the type and amount of coins held in each wallet separately.
My Wallet-en.png

[Check DApp Usage History]

  • If you have used services such as staking, deposits, or liquidity provision through a DApp, the corresponding coins may have been moved to the DApp, causing the balance in your wallet to appear reduced.
  • Please check whether you have recently used any DApps, staking services, bridges, or swap services.

[If the balance is still not displayed]

  • Due to temporary blockchain node issues, the app may fail to display the balance or may show only part of it.
  • In this case, select the relevant coin account in the D’CENT app and tap the “See full history” on the right side of the transaction history screen. Then, verify the actual balance of the address on a blockchain explorer (e.g., Etherscan).
History-en.png
  • If the on‑chain balance is correct, try hiding the account in the D’CENT app and then re-adding it to check whether the balance is displayed correctly. For instructions on how to hide an account, please refer to the User Guide.

[If the Issue Persists]

If the issue with the balance display remains after checking all of the above, please submit a 1:1 Inquiry with the information below. We will review your case and provide further assistance.

Go to 1:1 Inquiry

Please include the following information:

  1. Phone model: (e.g., Galaxy S20, iPhone 11)
  2. Wallet type in use: (App Wallet or Biometric Wallet)
  3. OS version (Android / iOS): e.g., iOS 14.7
  4. D’CENT app version: (D’CENT app > [Setting] > App Info)
  5. Name of the coin with the balance display issue and the corresponding wallet address(text, not screenshot, copy address): 
  6. Screenshots or a video showing the issue
  7. Are your recovery words (24-word mnemonic code) stored safely?

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