An error during the update of the COSS engine at the start of 2019 is affecting a small number of users. Wallet balances for COSS in these cases are showing 0. If you are affected by this error, do not worry as a snapshot was taken of all balances before the migration. Your funds are safe, but you may need to wait a few days/weeks for COSS support to verify your claim and return the coins to your new wallet.

This error seems to be affecting users who had not logged in for an extended period of time (6 months or more) before the update of the COSS platform to 1.2 around the end of 2018.

A response from the support team says that they are fully aware of the issue and your missing balance will be returned.

“Our developers are currently working on a fix for all users that have missing COSS and other currency balances. Your balance will be returned back to your account when the fix is deployed. Please take note that this process might take a while, we thank you for your patience.”

How to Get Missing COSS Balance Back

If you have confirmed that your COSS balance is missing, you can contact the COSS support team to get back your missing funds.

Contact COSS support via freshdesk and submit a ticket – you do not need to log in. Make sure to fill in a valid email as this is where updates on your issue will be sent. You should receive a reply within 48 hours, if not check your spam/junk folder. If you still can’t find anything, you can contact support via telegram.

The amount of time it takes for the funds to be returned has varied in each case. Some have returned within days, others after a few weeks.

It seems when the wallets were changed during the 1.2 upgrade, not all tokens were moved from the old to the new wallets. COSS still holds all the private keys for the old wallets, so they will be able to move the funds across for you.

Most users have received their COSS tokens back, but if you have not you should contact support.

It’s worth noting that when your COSS tokens are returned, the FSA value will say 0.00 until the next FSA distribution takes place on Monday.

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