If your wallet shows a balance of 0, your PRL is almost certainly still there. Balances are recorded on the Pearl blockchain, not inside the wallet app. The app only displays what it reads from the network — so a display problem cannot move or delete your coins.
Here's how to confirm that for yourself in under a minute.
Check your balance on the block explorer
The block explorer reads directly from the blockchain, independently of your wallet.
- Copy your Pearl address — it begins with
prl1p. - Open the Pearl block explorer: https://explorer.pearlresearch.ai/
- Paste your address into the search field.
If the explorer shows your balance, your funds are safe and you're looking at a display issue in the wallet. Continue to the steps below.
If the explorer shows nothing at all, skip to When to contact us.
Why the wallet can show 0 when the explorer doesn't
Your wallet has to sync with the network before it can display an accurate balance. Until it finishes, it may show 0, a stale number, or nothing at all. The usual causes are:
- The wallet is still syncing. After installing, restoring, or being closed for a while, it needs to catch up with the chain.
- No connection to a node. Without a network connection the wallet has nothing to read from.
- You're viewing a different address. A wallet can hold several addresses. Check that the address you're looking up is the one you received PRL at.
- A temporary display bug. These happen, and we fix them — see Known issues.
Try these steps in order
- Wait for the sync to finish. Look for a sync or block-height indicator in the wallet and let it complete.
- Restart the wallet. Close it fully and reopen it.
- Check your connection. Confirm you're online and that a firewall or VPN isn't blocking the wallet.
- Confirm the address. Compare the address in your wallet, character by character, with the one you gave the sender.
- Try a different browser if you're using a web wallet — Chrome and Firefox both work.
What never to do
Do not re-enter your seed phrase anywhere to "restore" a balance, and never share it with anyone offering to help — including anyone claiming to be Pearl support. We will never ask for your seed phrase. A zero balance is not fixed by re-entering it, and sharing it will cost you your funds permanently.
When to contact us
If the explorer doesn't show your balance either, or the wallet still shows 0 after the steps above, open a ticket and include:
- Your
prl1p…address - Your browser or operating system, and which wallet you're using
- Roughly when the balance last displayed correctly
- The amount you expected to see
Including these upfront saves a round-trip and lets us investigate the same day.