If you have sent tokens to your SecuX Wallet but have not yet seen the tokens updated on your App or wallet device, there might be a few steps to take to reflect the funds:
Manage token on SecuX Wallet App video: https://youtube.com/shorts/duMSSJeOd6k
1. Check Token's Network: The tokens might be supported on several different networks, please verify on your transaction confirmation that you have sent the tokens on the correct network on your SecuX wallet. You can also check if the crypto tokens are supported by your SecuX wallets, and on which networks here: https://secuxtech.com/pages/supported-coins-tokens
2. Manage Assets: If the transaction is completed and confirmed on the correct corresponding network, please "manage assets" on SecuX Wallet App: https://secuxtech.com/community/how-it-works/manage-coins-tokens/manage-erc-20-tokens-on-secux-mobile-app
Manage assets on SecuX Wallet App: https://youtube.com/shorts/duMSSJeOd6k
3. Wallet Sync:
As the hardware wallet is an offline device storing the private key securely, once the transaction is confirmed “successful” on the blockchain, users always need to connect the wallet to the web portal “SecuXess” or the app “SecuX Wallet” (if it is model W20 and V20, which are equipped with bluetooth) to sync the latest information from the blockchain to the device, and authorize outgoing transactions.
To maintain the most current balances, if any deposits are made to your SecuX account while the device is connected to the SecuX Wallet app, it's essential to refresh the portfolio and then click on "Wallet sync". This ensures your account information stays updated.
If you still encounter any difficulty, please provide clear photos/screenshots demonstrating the error message or issue you have encountered, or preferably a “demo video” (attach it to the email reply, or upload it to any cloud and share its link with us), and all other relevant information such as transaction ID or receiving account address, so we may look into the issue further.