It's possible to open your Koala Wallet and be greeted with an empty balance and no assets listed on the main screen. This can be scary, but there's absolutely nothing to worry about. Your funds are perfectly safe in your address. It only affects the display of assets, not your balance itself.
This issue can happen when there's a connection problem between your device and our servers, preventing the app from downloading the list of assets and balance. There are several factors that can cause this connection problem, many of them are beyond our control.
If you're experiencing such problems, please try our suggestions below:
The simplest one is to try switching from WiFi to mobile data or vice versa, or try different WiFi hotspots. This helps in case the issue is with Router or ISP settings.
If are using a VPN, please test disabling it. It may be interfering with Koala's connection. If you don't use a VPN, please try using one. This can also help bypass issues with ISPs.
Koala Wallet updates over websockets, so the data connection needs to have port 443 open. You may want to check if your devices are allowed to listen on that port.
After each VPN or connection change, you may need to completely close and reopen Koala Wallet to force a connection retry.
We are constantly working to make our services more reliable, both on the frontend and on the backend. If you've tried all suggestions above, please submit a support request and describe your issues and what you've tried so far.
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