In this article, I’m going to be covering how to troubleshoot your Ledger when the balance doesn’t reflect your most recent purchase.
First things first; did you buy Bitcoin?
Bitcoin can take anywhere from five minutes to over an hour to reach your wallet after sending. I’ve experienced both extremes first hand!
If you’ve purchased Bitcoin, keep this in mind and wait it out. If you want, you can ask us to send you the transaction ID which you can use to follow it through to completion.
So it’s been a while, we’ve confirmed the order is complete, and you still can’t see your updated balance?
The very first thing you need to do is refresh your Ledger wallet through the Ledger Live app. 9/10 times, this is the incredibly easy fix.
The wallet used in these examples is simply for testing so won’t show any balances, but I can still point you in the right direction.
Your Ledger is probably connected to your computer and the app already. Disconnect the device from your computer and shut down the Ledger Live app.
To shut the app down on a Windows machine, hit CTRL+ALT+DEL, head to File Manager, select Ledger Live and then click quit.
On a Mac, click the Apple icon in the top left-hand corner, choose Force Quit from the dropdown menu, highlight Ledger Live in the pop-up box and click Force Quit again.
Now, you can reconnect your Ledger and open Ledger Live back up. Just enter your PIN on the Ledger device, and you’ll see the next screen.
Following this process with Ledger Live will automatically re-synchronise your device as you can see here. I’m using Bitcoin in this example so clicked on BTC Main to the left under accounts, and in the top right corner, you can see that this has been syncronised again.
If your balance is still not showing, there is one more step you can take.
In this instance, we’re going to clear the cache on Ledger Live. This is going to create a forced resynchronisation with the blockchain.
To do this, click on the cog in the very top right corner and choose Settings from the dropdown box.
The settings screen will appear and from here, click Help which is the fifth option across.
Your second option on this screen is Clear Cache.
After clicking Clear, you will receive the following warning. As long as your Recovery Sheet is safe and sound, go ahead and confirm.
It will only take a few moments for your device to re-sync, and you’ll be taken back to the main screen.
From here, you can click on BTC Main (or whatever you named your wallet during set-up) on the left and your updated balance should show in the main screen. Of course, this wallet has had no transactions come through and is empty.
If your balance is still not showing and you are confident that you have entered the correct wallet address during the purchase, please do follow the TX ID to ensure the transaction has indeed completed.
If it hasn’t, I would recommend repeating these steps once it has. You can read more about this in our article covering Transaction ID’s and Confirmations here.
BitPrime is always here to help should none of these steps work, however, please be aware that we do ask you to apply your own due diligence when making a purchase and that any further support we may be able to offer is limited.