This trouble shooting guide refers to when a user might have saved the wallet as a bookmark and the browser has automatically cleared the cache.
A small number of factors can cause a wallet to disappear by actions out of our control. This issue is extremely rare amongst thousands of our active users.
We recommend that your wallet is backed up before receiving Zucoins to your wallet.
Information on the issue
The Zucoins wallet is a PWA (Progressive Web App); clearing the browser’s history/cache will remove all the wallet data.
Although this scenario is very rare, when it does occur, we have found this to be the most common cause of wallet data being removed.
Upgrading your mobile phone software can also lead to data loss. However, this is less common. For example, if Apple’s safari browser engine, or Android’s Google’s Chrome browser engine releases an update to fix an important security update, sometimes they clear all web-related data on your device in the background, without your knowledge. This often means you have to log into all of your websites again. For the Zucoins wallet app, as the wallet data is self-managed, it pretty much all sits on your phone. This is why we stress the backup is incredibly important.
One thing worth trying (a quirk on some phones we’ve noticed), If none of the above has been done, power-off your phone fully, then, having a good internet connection, turn the phone back on and open the Zucoins wallet app. The phone might restore the prior memory and pick up the original wallet data, when the wallet app re-opens. It’s not guaranteed, but it’s something one of our users who experience the same scenario, tried, in order to restore their coins without reverting to their backup.
Also unfortunately, unintentional human error that we have no control over, can also cause loss of your wallet data. (For early adopters, this is why we have acknowledged that you have backed up the wallet).