We are going to have you send us the Wallet Public Seed (XPub) of your wallet so that we can investigate further. Below are the steps for both iOS and Android.

iOS: Menu -> WALLETS -> export (looks like a square with an arrow pointing out of it) -> Wallet Public Seed (XPub) -> View -> send us this information

Android: Tap the three dots on the top right creating a vertical line -> Export -> Wallet Public Seed (XPub) -> View —> send us this information

Please send this information over as a reply to this email. We look forward to hearing from you.

Jessica is the author of this solution article.

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