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Work in this order. The address tells you whether the key is right; the balance tells you nothing until the address matches.

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The address does not match

A restored wallet shows an address other than the one you expect. The key is wrong, and a wrong key always produces a valid, empty wallet rather than an error. Check these in order of likelihood.
The most common cause by a wide margin. Confirm the path against Derivation paths, remembering that the index sits at a different level per chain: for EVM, Tron, XRP and Bitcoin it is the address leaf, for Solana and Cardano it is the account.Watch for a wallet defaulting to a Ledger Live style path on EVM (m/44'/60'/{index}'/0/0), which varies the account instead of the address.
Bitcoin only. The same key gives a different address as legacy (1...), nested segwit (3...) and native segwit (bc1q...). Trustodian uses native segwit, P2WPKH. If your restored addresses do not start bc1q, the script type is wrong, not the phrase. See Bitcoin.
An unentered passphrase, or one entered that was never set, both give a valid empty wallet at the correct path. See The passphrase below.
Cardano only. Trustodian uses the Icarus scheme. Restoring under the Ledger scheme produces different addresses from the same words on the same path. See Cardano.
XRP only. Trustodian keys are secp256k1. Some tools default to ed25519 when importing a seed, which yields a different address. See XRP Ledger.
Vaults only. The vault’s account index is a separate counter from your wallet number. Read it off the vault’s page in the Recovery Kit rather than assuming. See Derivation paths.
Do not keep adding accounts hoping the right address appears further down the list. If account 0 is wrong, every later account is wrong in the same way, because they all come from the same root key. Fix the cause instead.

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The address matches but the funds are missing

The key is correct. The problem is what the wallet is looking at, not what it derived.
EVM only, and very common. Your address is the same string on Ethereum, Polygon, BNB, Base, Arbitrum, Optimism and Avalanche. The balance you see depends entirely on the network selector. Check it before anything else.
Solana and Cardano. Wallet #1 and above are separate accounts, and many wallets restore account 0 and give no sign that others exist. Add accounts, or use a wallet that enumerates them.
Bitcoin. Most wallets stop after 20 consecutive unused addresses. If your wallets are spread across a wide index range, raise the gap limit.
Bitcoin and Cardano vaults. If a birthday later than the vault’s first payment was given, the earlier history is skipped. Re-scan from an earlier point, or from genesis if you are unsure.
A wallet imported by private key, one created before the account had a phrase, or one belonging to an earlier phrase will not appear in any restore. See What the phrase does not cover.
XRP. An address that has never received a payment does not exist on the ledger, and a wallet may report it as not found rather than as empty. This is normal and does not mean the key is wrong.
Tron especially. A wallet holding only TRC-20 tokens and no TRX cannot send them. Send a small amount of the native asset to the address first. The same applies to any chain.

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The passphrase

A passphrase is fixed when the recovery phrase is established and cannot be changed, recovered or reset. Trustodian does not hold it. If you do not know whether one was set. Restore with no passphrase and compare the address. If it matches, there was no passphrase. If it does not, and you have ruled out the path and the script type, a passphrase is the remaining explanation. If you know one was set but not what it was. There is no recovery procedure. The words alone restore a different, empty wallet, and no amount of correct derivation changes that. Trying candidates is the only option, and each candidate is one restore and one address comparison.
A passphrase attempt is cheap and offline: deriving an address discloses nothing and costs nothing. But a tool that derives a key is a tool that has seen your phrase. Do candidate testing on an offline machine, and destroy the working copy afterwards.

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A vault will not import

Check the checksum first. If the importer reports it as invalid, you have a transcription error, so find it rather than stripping the checksum off. A descriptor copied off the printed Recovery Kit page arrives with the page’s line breaks inside it and must be rejoined into one unbroken line.
Almost always multi written where the descriptor says sortedmulti. They are not interchangeable and produce different addresses from the same keys. See Bitcoin vaults.
A vault whose owners include a wallet imported by private key has no ranged descriptor and cannot be imported anywhere. It is not lost; it has to be spent by hand. Your Recovery Kit says so on the affected vault’s page.
Expected on EVM, Solana, Tron and XRP. Those vaults keep their configuration on the chain, so the entry records the address to point a tool at rather than material to rebuild from. See How vaults recover.
It is not silently dropped: a vault that could not be exported is named at the end of the vault list, with the reason. If the reason says a fresh download will not help, the vault predates external recovery — it still works inside Trustodian, but nothing in the kit reaches it. Anything else is worth downloading the kit again for. See The Recovery Kit.
Check that wallet’s row in your Recovery Kit, in the Recovered by column. A wallet marked NOT your recovery phrase was imported by private key, and no phrase will ever reproduce it. See Wallets the phrase does not cover.If the column says the phrase does recover it, the path or the passphrase is wrong, not the wallet.

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Nothing here explains it

Collect these before asking for help, and send none of them to anyone: the chain, the address you expected, the address you got, the exact derivation path you used, the wallet and its version, and whether a passphrase was entered.
Never include your recovery phrase, your passphrase or a private key in a support request, a bug report, a screenshot or a chat message. Trustodian support will never ask for them, and no legitimate diagnosis requires them.
Last modified on September 17, 2026