My rewards balance looks different after logging in

Why does my balance look different?

Accounts are opened by a key. A guest account’s key is a random ID the app keeps on your phone. An account with a login is opened by that Google account or Apple ID, on any device.

So “my rewards disappeared” nearly always means the app opened a different account: you signed in with another login, or the app lost a guest ID and started fresh.

Did you sign in with the same account as last time?

After a reinstall, a new phone or a data clear, you sign in again. Pick the same login as before. The login screen marks it as Last used login method, and if you choose a different one, the app asks you to confirm first.

Picked the wrong one? Open the menu (three dots, top right), log out, and sign in with the right one. A Google account or Apple ID that has never been used with the app gets a brand new, empty account.

• Several Google accounts on the phone? Check which one lists CloudMineCrypto under its connections to third-party apps.
• Sign in with Apple? Each Apple ID is a separate login. With Hide My Email the app sees a relay address, so look for CloudMineCrypto in your Apple ID’s Sign in with Apple list instead.

Did you sign in from a guest account?

There are two ways to put a login on your account, and they end differently:

• Add login (menu, three dots) adds Google or Apple to the account you’re in. The balance stays.
• Signing in on the login screen opens the account that login belongs to, or a new one if it has none. Your guest account isn’t part of it.

If you signed in on the login screen and your guest balance is missing, don’t log out again. Email support and we’ll look for it.

Were you using the app only as a guest?

A guest balance is saved on our servers, but the app can only reach it with the ID it keeps on your phone. Uninstalling, clearing app data, switching phones or logging out removes that ID. That’s why logging out of a guest account asks you to type “destroy account”, and why tapping Skip warns you first.

If that’s happened, email support with your approximate install date, device model, country and any screenshots. We’ll try to find it, but recovery isn’t always possible.

Is your login on two accounts?

If a login is already on another account and you add it again, or sign in with it, the app shows a Choose Account list with each account’s balance. The account with the biggest balance is selected first, so check before you tap confirm. Try both cases here:

Picked the wrong account? Log out, sign in with the same login, and choose again from the list. If the account you need isn’t there, email support and describe what you saw.

Has the account been unused for a year or more?

After 12 months without logging in, withdrawing or using the app, and with no active paid plan, an account becomes inactive and we send a notice. Logging in within 60 days of that notice keeps everything. After that, unwithdrawn rewards start to expire at 0.00003 BTC a month until you log in again. The full rule is in section 18.3 of the Terms of Use.

How do I keep this from happening again?

1. 1

   Add a login early

   Menu, Add login. It keeps your balance and survives reinstalls and new phones.

2. 2

   Use one login everywhere

   On web, Android and iOS the same login opens the same account.

3. 3

   Stay signed in

   There’s no need to log out. Fewer sign-ins, fewer chances to pick the wrong login.

4. 4

   Note which login it is

   Write down the Google account or Apple ID you use with the app.

What should I send support?

Email [email protected] with:

• the Google or Apple logins you’ve used with the app;
• your approximate install date, device model and country;
• screenshots of what you see now, and any from before;
• what you did just before the balance changed.

More help is on the support page.

Frequently asked questions

Sources and further reading

1. How Sign in with Google works · Google Account Help
2. Manage links between your Google Account & apps from other developers · Google Account Help
3. What is Sign in with Apple? · Apple Support
4. Manage your apps with Sign in with Apple · Apple Support
5. How to use Hide My Email with Sign in with Apple · Apple Support
6. Terms of Use · CloudMineCrypto
7. Privacy Policy · CloudMineCrypto

Live figures on this page come from the CloudMineCrypto API or from the public blockchain data services named next to them, refresh on a schedule, and are labelled where they appear. This guide is educational and not financial advice. CloudMineCrypto is not an investment product; rewards in the app are estimates and aren’t guaranteed.