# Where Did My Balance Go?

> Balance looks empty or missing? It's almost certainly safe - check for a duplicate account or the wrong team before anything else.

**TL;DR:** Your credit is safe. Either you signed in a different way and created a second, empty account (sign in with the original method), or you're viewing the wrong team (switch teams).

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](/help/7391824-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](/help/1573940-creating-and-switching-teams).

## Neither of those?

- Check the [call history](/help/7482016-your-call-history) - every call's cost is listed there, so you can confirm what was actually spent, including calls by [team members](/help/6027384-how-teams-and-shared-balance-work) 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](https://calltuv.com/contact) from the email you think you signed up with - we'll locate your balance.