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Author Topic: JAXX Wallet - have I lost my BTC?  (Read 2059 times)
93Vette
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September 29, 2017, 12:14:41 AM
 #1

Hi Everyone,

Newbie here (as this post will attest to)...

So the story goes like this...

My Android JAXX wallet had just a little more than 1 BTC in it.

My PC JAXX wallet however showed only a small amount that I had just received.

I followed their instructions to sync both wallets (or thought I did), and the result was that the small amount now appeared in both the Android and PC versions...the 1+ BTC has vanished into thin air...

I contact JAXX customer support and they appear less than informed.

Their last instruction was to delete the apps and re-install, then use my backup phrase.

When I got to the screen that says install or pair/restore I wasn't sure what to do and now customer support seems to be down for the evening.

Thoughts?  Could I have lost my 1+ BTC?

Any help would be greatly appreciated...I seriously bummed right now.

Thanks!  
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TryNinja
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September 29, 2017, 01:28:18 AM
 #2

You will be fine. The only issue would be if you didn't have your wallet backup phrase - but they ask you to save it when you create your wallet, so I'm going to assume you have it.

Select "Pair / Restore Wallet" -> Enter your backup phrase; This will restore your wallet and you will be able to see your coins again.

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September 29, 2017, 03:22:34 PM
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You will be fine. The only issue would be if you didn't have your wallet backup phrase - but they ask you to save it when you create your wallet, so I'm going to assume you have it.

Select "Pair / Restore Wallet" -> Enter your backup phrase; This will restore your wallet and you will be able to see your coins again.

Hi TryNija,

That's exactly what I tried to do this morning and it's also what Jaxx suggested.

No luck.  I just don't understand this!  You can see that there were 6+ transactions, though you can't view them...  If you could, anyone could see tht they were all deposits into the Jaxx wallet.  I haven't withdrawn anything.     

When you look at their troubleshooting forms online they say that you may need to contact customer service at ShapeShift....however, it dealing with customer service at Jaxx they don't even mention this.

So frustrating!  I just don't know what to do now.

 
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September 29, 2017, 04:43:52 PM
 #4

Don't be afraid if you are still noted the backup phrase or 12 words seed and saved it to your phone or any place in your pc.

To be clarify can give us the bitcoin address you use where you save your bitcoin so that we can track if your bitcoin still there..

And let me ask if you still noted and saved the 12 word backup phrase?

Or maybe you are holding the backup but its hard-coded encryption key much better to check this for reference
https://vxlabs.com/2017/06/10/extracting-the-jaxx-12-word-wallet-backup-phrase/

and you need to extracting your 12 word back phrase..  This mostly the problem of other people who using jaxx wallet ... that is why other people choosing to use other wallet instead like electrum ..

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93Vette
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September 29, 2017, 05:42:29 PM
 #5

Don't be afraid if you are still noted the backup phrase or 12 words seed and saved it to your phone or any place in your pc.

To be clarify can give us the bitcoin address you use where you save your bitcoin so that we can track if your bitcoin still there..

And let me ask if you still noted and saved the 12 word backup phrase?

Or maybe you are holding the backup but its hard-coded encryption key much better to check this for reference
https://vxlabs.com/2017/06/10/extracting-the-jaxx-12-word-wallet-backup-phrase/

and you need to extracting your 12 word back phrase..  This mostly the problem of other people who using jaxx wallet ... that is why other people choosing to use other wallet instead like electrum ..

Yes, I have my back phrase, I've memorized it and written it down as well.

Now, to my understanding the current bitcoin address changes, it's not static, isn't that correct?

Is there a safety issue posting this?  Just wanting to be sure and also know who the "we" is in order to check.

I escalated this issue with JAXX this morning but have yet to hear back.   
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September 29, 2017, 09:34:57 PM
 #6

Safety issue? No... Not unless someone figures out a way to reverse the sha256 and ripemd160 "one way" hashes! Wink

Privacy issue... Maybe. Posting your addresses is effectively linkng your BTC address to your username at the least... And potentially let's others see how many coins you have and possibly what you've been doing with them.

"We" = potentially everyone on the internet... But most probably just the people who read these forums Wink

Personally, I wonder if you didn't actually have 2 different seeds running on your devices... So the Android device had different addresses (hence different balances)... And syncing had effectively overwritten the wallet on the Android device with the seed from the PC.

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September 30, 2017, 02:09:21 AM
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"Personally, I wonder if you didn't actually have 2 different seeds running on your devices... So the Android device had different addresses (hence different balances)... And syncing had effectively overwritten the wallet on the Android device with the seed from the PC."

I think you hit the nail on the head there.  They were different.

So what is my next move if anything?  If the Android was overwritten (and that's where the real money was) am I out of luck?

Thanks! 


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September 30, 2017, 02:20:23 AM
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Since I know the prior address - from sending the funds from Coinbase to JAXX and of course still have my backup phrase shouldn't there be some way to recover the BTC from my Android?
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September 30, 2017, 03:27:57 AM
 #9

So... You have 2 different 12 word seed phrases? One from Android and one from your desktop right?

If so, you just restore the original one you had from Android with the 1+ BTC and you'll have access to the coins again.

If there is no "restore" option on Jaxx, you might need to clear the app data on Android so that Jaxx reverts to "newly installed" mode and should have a "pair/restore" option when you first run it.

Knowing the addresses doesn't help... But having the backup phrases certainly does!! Wink

However, if you only have one backup phrase... Then you're probably out of luck, as it would appear you only have the backup phrase with the small amount... And not the backup phrase with the 1+ BTC

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October 01, 2017, 04:41:53 AM
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So... You have 2 different 12 word seed phrases? One from Android and one from your desktop right?

If so, you just restore the original one you had from Android with the 1+ BTC and you'll have access to the coins again.

If there is no "restore" option on Jaxx, you might need to clear the app data on Android so that Jaxx reverts to "newly installed" mode and should have a "pair/restore" option when you first run it.

Knowing the addresses doesn't help... But having the backup phrases certainly does!! Wink

However, if you only have one backup phrase... Then you're probably out of luck, as it would appear you only have the backup phrase with the small amount... And not the backup phrase with the 1+ BTC


No, I only have one backup phrase.  That is the one Jaxx supplied when I opened the original account, which was on the Android - that's where the 1+ BTC showed correctly.

Later, I downloaded the PC version of Jaxx, which did not show what was on the Android.

I did not try to pair the two until a month later, last Friday. 

Why would the PC version cancel out the Android?   

Also, I don't understand why knowing the addresses doesn't help? 

If that's the case then what the F is so great about the blockchain?  At least with my bank I can demonstrate though a paper trail that I transferred money from another account (like Coinbase) to my account at their bank.  The money just doesn't disappear because of some procedural error in linking savings accounts.  There is recourse.

And I have repeatedly reviewed their instructions to sync and I'm convinced that's what I followed.  Is it unthinkable to suggest that their wallet may not be infallible? 

Sorry for the rant!  A loss like this may be nothing to some folks but this amount of money is serious business to me.             
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October 01, 2017, 08:53:33 AM
 #11

If you put those addresses into a block explorer, like www.blockchain.info, do you see your correct transactions and balances?

If so, then your coins are fine... And it's probably just Jaxx being retarded.

If your balances aren't showing then it's possible you don't have the right seed phrase?

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October 01, 2017, 01:16:06 PM
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If you put those addresses into a block explorer, like www.blockchain.info, do you see your correct transactions and balances?

If so, then your coins are fine... And it's probably just Jaxx being retarded.

If your balances aren't showing then it's possible you don't have the right seed phrase?


YES!  When I enter those transactions on that site (which I've never heard of - thank you!) they are all there!

Good sign, right?!!!

Guess I need to keep on top of Jaxx - I'll update on that.

Thanks so much!
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October 01, 2017, 08:03:30 PM
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Yeah, it looks as though Jaxx may not be scanning your transactions correctly then... Undecided

I've seen other users around here report similar things before... I don't have any references on hand... But it seems to be a common issue with Jaxx following a restore from seed... I'm wondering if it is a "gap limit" issue where it doesn't scan enough "empty" addresses before deciding there is nothing more to find and stopping... Thereby missing a bunch of non empty addresses??

An easy way to test this would be to try importing you recovery phrase into a desktop version of Electrum... (standard wallet -> I already have a seed -> Click the options button on seed import screen and select BIP39... Derivation path when prompted is m/44'/0'/0' which should be the default setting)

See if Electrum comes up with the full amount...

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October 02, 2017, 04:43:49 PM
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Yeah, it looks as though Jaxx may not be scanning your transactions correctly then... Undecided

I've seen other users around here report similar things before... I don't have any references on hand... But it seems to be a common issue with Jaxx following a restore from seed... I'm wondering if it is a "gap limit" issue where it doesn't scan enough "empty" addresses before deciding there is nothing more to find and stopping... Thereby missing a bunch of non empty addresses??

An easy way to test this would be to try importing you recovery phrase into a desktop version of Electrum... (standard wallet -> I already have a seed -> Click the options button on seed import screen and select BIP39... Derivation path when prompted is m/44'/0'/0' which should be the default setting)

See if Electrum comes up with the full amount...


Yes, I have no doubt Jaxx is not doing something correctly... Wink

Regarding Eletrum, I'm not sure if, since I have Windows, whether I should choose Windows Standard (executable) or Windows Installer or Install from Python Sources which has two Windows choices as well...  So, at the moment I'm hung up on what to install - though it may not matter?     
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October 02, 2017, 09:16:30 PM
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Installer just creates icons etc...
Standalone doesn't...

Both setup and use an Electrum data folder in %AppData%

Portable creates a data directory in the same cost as the portable .exe

Running from sources is an option if you want to... The two options are just different archive formats... .zip or .tar.gz... the contents are (theoretically) the same

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October 03, 2017, 01:19:23 AM
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Installer just creates icons etc...
Standalone doesn't...

Both setup and use an Electrum data folder in %AppData%

Portable creates a data directory in the same cost as the portable .exe

Running from sources is an option if you want to... The two options are just different archive formats... .zip or .tar.gz... the contents are (theoretically) the same


Unfortunately, using Electrum only showed the "new" balance.   Cry
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October 03, 2017, 11:27:00 AM
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In which case I still believe that you have (a valid) but "wrong" seed backup phrase... and your original android wallet with the 1 BTC was running from a different seed phrase... and you've confused the two and put your PC seed onto your android device.

Jaxx "pairing" doesn't literally "pair" your wallets together like a bluetooth device or anything... it just uses the same seed on two (or more) different devices, which generates the same addresses, so when the wallets scan the blockchain, they find the same transactions (and resulting balance).

If your android wallet had a different balance to your pc wallet, then they were most likely running on device seeds.

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October 03, 2017, 09:05:58 PM
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In which case I still believe that you have (a valid) but "wrong" seed backup phrase... and your original android wallet with the 1 BTC was running from a different seed phrase... and you've confused the two and put your PC seed onto your android device.

Jaxx "pairing" doesn't literally "pair" your wallets together like a bluetooth device or anything... it just uses the same seed on two (or more) different devices, which generates the same addresses, so when the wallets scan the blockchain, they find the same transactions (and resulting balance).

If your android wallet had a different balance to your pc wallet, then they were most likely running on device seeds.

Well, the thing is that I'm absolutely certain that I only have one seed phrase.  The reason I know that is that I wrote down the date for my own notes.  That was the date I opened the Android Jaxx wallet.  I didn't even download the PC version for another month.

I know that doesn't make sense but again, I don't think their system is infallible.  And they are now not responding to me either.  They picked the wrong person and that's not going to work here.

Is this relevant at all?  I went to a site caller BitRef.com and entered a transaction from Coinbase to Jaxx.  The "Total Received" (0.49849527) also is the same amount as the "Final Balance."

Yes, I'm grasping at straws here...       
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October 03, 2017, 10:45:48 PM
 #19

im also having issues with Jaxx since their 1.3 release. I'm running an older version of Android 5 and since the upgrade,  my Ethereum wallet is stuck on initializing.

Im giving Jaxx a wide berth for now as I've lost confidence in the app and appears somewhat immature. Support channels are very dodgy as well. Its'  a shame because with shapeshift built in, it looked rather promising.





 
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November 25, 2017, 03:28:09 PM
 #20

Don't be afraid if you are still noted the backup phrase or 12 words seed and saved it to your phone or any place in your pc.

To be clarify can give us the bitcoin address you use where you save your bitcoin so that we can track if your bitcoin still there..

And let me ask if you still noted and saved the 12 word backup phrase?

Or maybe you are holding the backup but its hard-coded encryption key much better to check this for reference
https://vxlabs.com/2017/06/10/extracting-the-jaxx-12-word-wallet-backup-phrase/

and you need to extracting your 12 word back phrase..  This mostly the problem of other people who using jaxx wallet ... that is why other people choosing to use other wallet instead like electrum ..

Can you teach me how to do this. I've tried following the tutorial from the link but failed. I only manage to fine the local storage folder and after that nothing. Huh Huh Huh Please help me. All of my funds is in that wallet.
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