Bitpay wallet coins stolen? Can anyone please help?

[housecloud]

I have 0.0866 bitcoins in my bitpay wallet on my
Phone and they have just vanished. I made 2 small transactions the past 12 hours. Both about 10 to 15 dollars

There is no pending transaction for the rest of my coins
The balance is just gone.

https://www.blockchain.com/btc/address/18RyyhjvxVVJWPE1rvsfQpWNRcCbaWrTwc

This appears to be the transaction where my coins are missing but it is not showing up in my wallet.

https://imgur.com/a/x6RETeG

What can I do? And how could this have happened?

Thanks for any help.

[FruitsBasket]

I have 0.0866 bitcoins in my bitpay wallet on my
Phone and they have just vanished. I made 2 small transactions the past 12 hours. Both about 10 to 15 dollars

There is no pending transaction for the rest of my coins
The balance is just gone.

https://www.blockchain.com/btc/address/18RyyhjvxVVJWPE1rvsfQpWNRcCbaWrTwc

This appears to be the transaction where my coins are missing but it is not showing up in my wallet.

https://imgur.com/a/x6RETeG

What can I do? And how could this have happened?

Thanks for any help.

“When sending a payment from your BitPay wallet, you may notice that more than the amount that you sent was subtracted from your balance.

The 'change' in your transaction will be returned to your wallet, but it will be sent to a new bitcoin address associated with your wallet.

If you do not see the funds in your wallet yet, then your transaction may not be confirmed on the bitcoin network. You can check the status on any blockchain explorer, such as BitPay's Insight (insight.bitpay.com).

The funds will appear back in your wallet (and be spendable) once the transaction has been confirmed.”

This means the address which receives the change of the transaction, will be automatically included in your wallet. U need to wait for transaction confirmation.

[housecloud]

Okay. Thank you for your reply. There is a confirmation now and I'm still not seeing the bitcoin. I'll try restarting my phone. I've used bitpay wallet a lot before and this has never happened.

[housecloud]

I emailed bitpay and they replied quickly with this:
Hello

Thank you for contacting BitPay support.

Your issue is related to a temporary synchronization offset we are experiencing and should not take long, Your funds are safe.

Our team is currently working on it, we will reach out back to you shortly.

We would appreciate your patience.

Thanks in advance.

[FruitsBasket]

I emailed bitpay and they replied quickly with this:
Hello

Thank you for contacting BitPay support.

Your issue is related to a temporary synchronization offset we are experiencing and should not take long, Your funds are safe.

Our team is currently working on it, we will reach out back to you shortly.

We would appreciate your patience.

Thanks in advance.

Great, so you have not lost anything as I suggested. Just a synch issue. Have some patience and always backup private keys/wallet memonic phrase.

[squatter]

I emailed bitpay and they replied quickly with this:
Hello

Thank you for contacting BitPay support.

Your issue is related to a temporary synchronization offset we are experiencing and should not take long, Your funds are safe.

Our team is currently working on it, we will reach out back to you shortly.

This happened to me once with Copay, which the Bitpay wallet is based on. If the problem is on your side, there's a way to sync the wallet with their servers. If you navigate through the gear icon > wallet settings > transaction history, clearing the cache will do it.

If that doesn't work, the problem is on their side. You can always import your keys into another wallet if that happens. I'd recommend against Bitpay or Copay anyway, as there are much better lightweight wallets out there.