I didn't recive my coins

[thunder]

Hello,

Few weeks ago I created bitcoin.com wallet using Windows app - 1KFPoN8qDw1j4woGyjmp1jMvhxBWWNTAhV
I transfered some BTC to this wallet, which you can see: https://blockchain.info/address/1KFPoN8 ... hxBWWNTAhV

Unfortunately these coins never showed in my wallet. I tried reinstall, create and restore backup but with no success.

Is there any chance I can get back my coins?

regards,
thunder

[Ciaran]

Hi Thunder,

Please check your receiving address **[here](https://explorer.bitcoin.com/btc)** to ensure that the Bitcoin transaction has indeed been sent. If it has not then you will need to contact the sending party and ask them why. If the transaction appears on the blockchain but you cannot see the Bitcoin Core (BTC) in your wallet, then please read below:

**[Note: The information below applies only to the Bitcoin.com Wallet]**

We do not control the private keys to your [Bitcoin.com wallet](https://wallet.bitcoin.com/) (as noted during wallet setup, private keys are generated and stored solely on your device) so we are unable to assist with moving any funds to or from any wallet. However, if you cannot see the funds in your Bitcoin.com wallet please do the following:

- Go to Settings -> Your Wallet (BTC) -> More Options -> Transaction History -> Clear cache
This clears the cache and synchronizes your transaction history from the server.

**If the funds still do not appear you can try:**

- Go to Settings -> Your Wallet -> More Options -> Wallet Addresses -> Tap 'Unused Addresses' 20 times until you see the message "Empty addresses limit reached", then tap 'Scan addresses for funds'
- Below will appear all the unused and addresses with funds available associated with your BTC wallet.
- The funds should now also show up on your wallet homepage.

**Please note that all queries related to purchases on https://buy.bitcoin.com must be directed to Simplex as they run that particular service. Their support team can be reached at support@simplex.com.**

During times of high traffic, such as when there are large swings in the BTC price, your order with Simplex may take longer for them to fulfill. Unfortunately there is nothing that Bitcoin.com can do about this, so please be patient while Simplex process, fulfill and send your BTC order.

If you still cannot see the funds after following the instructions above please send me the address you were expecting to receive the BTC payment to so I can check it on the blockchain for you. Please note that **_the address must be sent as text, not as a screenshot_** otherwise I will not be able to copy it.

Please also send a screenshot of your wallet 'Home' section, and a screenshot of Settings > Your Wallet > Wallet Information so I can see what you are looking at (as we have no access to your wallet).

Please have a read of our **[Bitcoin FAQ](https://www.bitcoin.com/faq)** and **[Wallet FAQ](https://walletsupport.bitcoin.com/)** pages.

Regards,

Ciaran

[thunder]

Hello,

Thank you for your answear. I did all points you wrote and unfortunately I still do not have my coins.

Transaction did exist, which you can see here: https://explorer.bitcoin.com/btc/addres ... hxBWWNTAhV

What may be important which I did not know before, I transfered bitcoins to BCH wallet instead of BTC wallet, does it make difference?
All your points I checked for BCH wallet.

When I go to Settings -> Your Wallet -> More Options -> Wallet Addresses I can see many adresses, but all start with "q******", so I am not sure that adress which I send coins (which is 1KFPoN8qDw1j4woGyjmp1jMvhxBWWNTAhV) is there.

I send you screens you asked for.

[Ciaran]

Hi there,

Bitcoin (BTC) and Bitcoin Cash (BCH) are two entirely separate cryptocurrencies and they operate on two entirely separate blockchains. This means that Bitcoin (BTC) sent to an address on the Bitcoin Cash (BCH) blockchain will never appear nor be present on the Bitcoin Cash blockchain. In this instance you seem to have sent a Bitcoin (BTC) transaction to an address in your Bitcoin Cash (BCH) wallet. Note that in the Bitcoin.com wallet you will have both a Bitcoin (BTC) and a Bitcoin Cash (BCH) wallet created by default.

It is important that you have updated your wallet to the latest version before creating a recovery wallet, remember to always keep your wallet up to date.

You can do the following to retrieve your BTC from your BCH wallet:

1) Press home in bottom left

2) Press the + sign on the right of "Bitcoin Core Wallets"

3) Press "New personal wallet". Enter a name for the wallet, for example "BTC recovery wallet"

4) Make sure that the "coin" is set to (BTC)

5) Show advanced options

6) Wallet key - Tap on “Random” and change to “Specify Recovery Phrase”

7) Type your BCH wallet's recovery phrase (you can get it from Settings > [Name of your BCH wallet] > Backup)

8) Make sure "Single address wallet” is turned OFF. You don't need to change the derivation path.

9) Create wallet. If you get an error “Error creating wallet: Key already associated with an existing wallet”, continue to step 10 and select your existing BTC wallets instead of the newly created "recovery wallet" then follow the rest of the steps.

10) If no error is shown go to Settings > [BTC recovery wallet] > More Options > Wallet Addresses

11) Tap 'Unused Addresses' at least 20 times / until you get an "Empty addresses limit reached" message

12) Tap 'Scan addresses for funds'

13) Your Bitcoin (BTC) will now appear in your BTC recovery or existing BTC wallet.

Again although you can manage both Bitcoin Core (BTC) and Bitcoin Cash (BCH) wallets in your Bitcoin.com wallet app you must not send BTC to a BCH address and vice-versa.

[thunder]

Hello,

It's been a while, but I still didn't solve my problem.

I stucked on point 9. I tried to create the wallet, but I got messege "creating new wallet" and process is going on forever and nothing happens. I tried on two PCs and Android. I checked twice if all options are good, but it is no possilbe to do it that way. How long should take to create this wallet?

If it will be necessery I can create video how I am doing it (with hiding secret words)

[Ciaran]

Hello,

It's been a while, but I still didn't solve my problem.

I stucked on point 9. I tried to create the wallet, but I got messege "creating new wallet" and process is going on forever and nothing happens. I tried on two PCs and Android. I checked twice if all options are good, but it is no possilbe to do it that way. How long should take to create this wallet?

If it will be necessery I can create video how I am doing it (with hiding secret words)

You should be able to create a wallet instantly, could you please contact our support team at wallet@bitcoin.com and explain the situation please, we'd best be able to handle your situation there. Also if you could provide a video of the error that would be a great help yes.

Also please double check that you have your wallet updated to the latest version, as we have had no other reports on this issue. Thanks.