Troubleshooting missing digital securities and recovering wallet access

This guide covers two separate issues: digital securities that appear missing from your wallet view, and formal recovery when you have lost access to your wallet entirely.

Digital securities not visible in your wallet

Digital securities issued on the Liquid Network can appear differently from regular cryptocurrency balances, depending on which wallet you use.

If you use Blockstream app:

1. Open your wallet and look for the "Managed Assets" section, also referred to as AMP assets. Digital securities issued to your AMP wallet appear here, not in the main wallet balance view.
2. Switch to the Managed Assets tab to view your holdings.
3. If you have just received a distribution, confirm you are signed in to the correct AMP account, since this is where deposits are credited.

If you use SideSwap, digital securities linked to your AMP ID should appear within the wallet's asset list. If a recent distribution does not appear, allow time for network confirmation before assuming it is missing.

If you have checked the correct section and still cannot locate your digital securities, contact support@stokr.io with your investor ID and the wallet address in question.

Recovering lost wallet access

If you have lost access to your wallet or your private keys, STOKR provides a formal token recovery process. Recovery is only possible when you can verify both your identity and your original ownership of the digital securities.

To request recovery:

1. Go to the STOKR Help Center and select "Submit a Request" in the top-right corner.
2. Choose "Token Recovery" as the request type.
3. Provide the information requested to verify your identity and your ownership claim for the original holding.
4. Provide the address of your new Liquid Network-compatible wallet, where your digital securities will be transferred once recovery is complete.

Once your identity and ownership are verified, the issuer will recover your digital securities and transfer them to your new wallet address.

Recovery timing and fee

• Processing time: a minimum of 7 business days.
• Fee: a €30 recovery fee applies.

Keep a secure backup of your wallet seed phrase to avoid needing this process altogether.