Where Did My Balance Go?

Seeing $0.00 where your credit should be? Don't worry - your credit is almost certainly safe. Two situations explain nearly every case.

1. You're signed in to a duplicate account

CallTuv identifies you by sign-in method. If you originally signed up on the web with your email address, and later used Sign in with Apple or Google in the app (or vice versa), you may have created a second, empty account - especially if Apple's "Hide My Email" gave the app a different address.

Fix: sign out, then sign in with the same method and email you used originally - for most people that's the email option with the 6-digit code. Your balance will be right where you left it. Details on the methods: Ways to Sign In to CallTuv.

2. You're looking at the wrong team

Accounts can belong to multiple teams, each with its own balance. If you created or joined a second team, the app may be showing that one.

Fix: open the team switcher (web navigation, or the Team tab on mobile) and switch to the team that holds your credit - see Creating and Switching Teams.

Neither of those?

• Check the call history - every call's cost is listed there, so you can confirm what was actually spent, including calls by team members sharing your balance.
• Check the Balance page payment history to confirm your top-ups are on this account.
• Still can't find it? Contact us from the email you think you signed up with - we'll locate your balance.