Help transferring NEM from old (broken) phone wallet to new phone wallet

Tech Support
#1

I’ve recently bought some NEM and stored it on the NEM mainnet mobile wallet. My phone broke the other day, the screen cracked and stopped working, so I bought a new one. I’m trying to recover my old phone onto my new device using the private key provided but my balance is still coming up as zero.

Am I missing something?

Any help or tips would be much appreciated.

#2

Are you using android or iPhone. Are you able to still see whats on the screen of your broken phone?

Here is a thread that covers troubleshooting the private key for iPhone app.

#3

If you’re using your private key and the balance is zero, is your wallet connecting to a working node?