Help
Troubleshooting
Empty balances, wrong network, stuck sends, and what is actually a derivation mismatch.
Balances missing after import
The phrase can be correct and the account still empty. Confirm, in order: network you are viewing, chain family, derivation path, account index. Wrong path or index derives a different, valid, empty account.
Deposit sent, not showing
Confirm the sender used the same network as the receive address you published. Then confirm you are in the HD wallet, path, and index that produced that address. Then wait for the network to confirm. RPC outages can delay the UI without losing the chain’s record.
Send will not broadcast
Check fee-asset balance on that network, RPC health, and that you selected the intended chain. GreyWallet cannot broadcast if the node rejects the transaction or if fees cannot be paid.
Wrong send
If it is on-chain, it cannot be reversed by GreyWallet or Grey Holdings. Support cannot move funds.
Forgotten phrase or Private Vaults pattern
Not recoverable. Do not send guesses or partial phrases to support. They cannot complete them.