Troubleshooting - missing, wrong or hidden balances

Use this checklist when a balance looks wrong. Almost every case comes down to which wallet holds the money or to a display setting.

1. The balance shows "*" or "**"

You hid your balances. Click the eye icon next to Estimated Balance, Total assets (top bar) or "Total value" and choose Show balance. The setting is shared everywhere and saved on your device.

2. The balance shows "--" or "Balance unavailable"

• "--" means loading or temporarily unavailable. Wait a few seconds; balances refresh automatically about every 30 seconds.
• "Balance unavailable" with Retry, or "Failed to load data" with Retry, means the app could not load. Your funds are not affected. Press Retry, refresh the page, or sign out and in again. The app never shows 0 in place of an error.
• If it persists, contact Support.

3. "Where did my deposit go?"

Crypto deposits are credited to your Funding wallet, not Futures. Open Assets > Funding, or check Transaction History > Deposits for its status (for example Awaiting confirmations, Under review, Completed). See the deposit articles for delays and wrong-network deposits.

4. "I cannot open futures trades with my deposit"

Move it first: Transfer from Funding Wallet to USD-M Futures. See "Transfer money between your wallets".

5. "I cannot withdraw - insufficient balance"

Withdrawals use only the Funding wallet (the withdraw page shows Available in Funding). Transfer funds from Futures to Funding first. Money in Earn (agent stakes) is not part of Funding; manage it from My Agents. Your voucher balance is spent from My Vouchers.

6. "I cannot transfer my full Futures balance"

When you choose USD-M Futures as the source, Available is the largest amount the Futures account reports as movable. Open positions and orders use part of your balance. Close positions or cancel orders to free more.

7. The total does not match the wallet pages

The Estimated Balance, Total assets and Portfolio Total value also include Earn and your voucher balance (counted 1 voucher dollar = 1 USDT). Individual wallet pages do not include vouchers. The Account View table lists only Spot, Funding and USD-M Futures. The Portfolio split lists Perp, Spot, Funding and Earn and leaves vouchers out. See "Assets overview and your estimated balance".

8. A coin is missing from my assets table

• Is Hide assets < 1 USD ticked? Rows under 1 USD are hidden. Untick it.
• Is a search typed into Search coins? Clear it.
• You may be looking at the wrong wallet page. Check Funding, Futures, Spot and Earn.
• Some coins without a market price are left out of totals.
• "No assets found" means none in that view. "Your assets will appear here once you make a deposit".

9. The value changed but I did nothing

Coin values follow live market prices, and open futures positions change your Futures value. The BTC amount is the total divided by the current BTC price. Amounts also follow the Currency chosen in Settings.

10. Money from referral or agent payouts is in Spot

Stake rewards, profit share and returned agent principal are paid to the Spot wallet; futures fee share goes to Futures. Spot trading shows "Coming Soon", but you can move Spot money out with Transfer while it has an available balance.

11. My staked money shows as Locked or in Earn

Agent stakes are in the Earn wallet (see "Funds staked with AI trading agents"). Use Manage stakes to open My Agents. Earn funds cannot be picked in the Transfer window.

12. The Futures "Positions" tab says "No open positions"

That tab on the Futures wallet page does not list live positions. Use the futures trading page or Portfolio > Positions.

13. My voucher is not in a wallet

Vouchers have their own balance in the Vouchers panel and My Vouchers. They count in your Estimated Balance but not in any wallet page.

14. A transfer failed or cannot be found

"Transfer Failed" messages and their fixes are in "Transfer money between your wallets". To find past transfers see "Transfer and transaction history". For transfers to other users see "Send crypto to another BYNAI user".

15. The wallet card says "Web3 Wallet" or "BYNAI Wallet"

BYNAI Wallet ("Custodial wallet linked to your account") is the account you signed in with by email or phone. Web3 Wallet appears when a crypto wallet is connected. "Web3 connect is unavailable for email/phone accounts."

When to contact Support

Include: your account email or UID; the page and wallet; the coin; the figure shown and what you expected; time of the problem; any exact message such as "Balance unavailable" or "Transfer Failed" plus the sentence under it; and a screenshot with balances shown. For deposits also include the TxID, network and amount. Never share your password, 2FA codes, backup codes, seed phrase or private keys.

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