If you seem to be missing COIN Tokens, or your token count has gone to zero, don't worry! This can occasionally happen, but it can easily be corrected with some troubleshooting.
If you are missing all of your COIN balance:
This is most likely due to signing into a different account than what you were originally using.
This can happen if your original account had a typo in the email, or, the account you just signed into has a typo.
Either way, the two accounts are not matching and that could be why your tokens suddenly dropped to zero.
- Check your account creation date / Accidentally made a new account
If you logged into your COIN account and saw 0 COIN, it could be that you accidentally created a new (and second) account. You can check your account's "Age" by clicking the button in the top left corner, and checking the "Days Old" section. If you accidentally created a second account, check the spelling of your account and try logging in again. If you cannot gain access, let our team know and we can assist.
– Did you change devices recently?
If you've recently switched to a new phone or tablet, make sure you've logged into the same account as the one you used to use. If you're not sure which email address you used for your previous login, please follow the instructions from the link below.
– Did you change accounts?
If you recently created a new COIN account, your COIN Tokens are still in your old account. Be sure to log in with the same account each time to continue increasing your tokens! If you want to switch to a new account, you can edit your email address in the Profile page.
If this does not apply to you and you see that you are on your existing account, you will want to take a look at your COIN history.
Missing Some COIN
1. Check your recent redeems
If you are missing a significant amount of COIN, it could be from a recent redeem request. You can easily view (and cancel) unprocessed redeem requests from within the app. Follow these instructions for details on how to cancel a recent redeem request: https://support.coinapp.co/hc/en-us/articles/360051156413
You can also view recent redeems at the bottom of this page: https://my.coinapp.co/redeem
Keep in mind however that cryptocurrency redeems are immutable and cannot be refunded or reversed, so once the redeem has been processed, you will not be able to cancel it.
2. Check your Geodrop and Geoclaim history
It is possible you recently used the Geodrop or Geoclaim buttons and reduced your COIN amount. You can check the histories here:
While you can't reverse a Geoclaim, you can recall a Geodrop if it has not yet been picked up. You can see how to do that here: https://support.coinapp.co/hc/en-us/articles/360033320833
If these steps did not help, please email us at https://support.coinapp.co/hc/en-us/requests/new