There are two ways that can cause data loss:
1. You may be using an incorrect email address. If you think you might have used a different email address, please send it to us and we will check if your account exists on our servers.
2. You have previously used our app in "Offline" mode as an unregistered user. Therefore, your data has not been backed up to our servers. Data loss can occur when you sign up and thus create a new, empty account.
Data loss may also occur when you uninstall the application. Since we do not save data of offline users, we have no way to recover it. We require all users to register for Wallet so that we can store your data on our servers as soon as you sign up.
Please let us know when you created your account. This will help us determine whether or not you used the app in offline mode.