There are some circumstances that they use a different derivation path then the one used by Edge.
For example, they could obtain Legacy addresses (technically called P2PKH) that are addresses starting with "1", instead of the SegWit addresses (technically P2SH-P2WPKH) of their Bitcoin wallet inside Edge.
When they pay to these addresses, they don't see the funds on their wallet inside Edge.
If you are in this situation, you can try to recover your funds sent to the address from a different derivation path, following these steps.
Next, tap on Master Private Key. You will be prompted for your password. Enter your password.
After entering your password you will be able to view your Private Seed.
The Private Seed cannot be copied, in order to prevent users from accidentally pasting this sensitive information into an unintended location.
We urge users to never share their Private Seed with anyone, as anyone that gains knowledge of the Private Seed will be able to sweep the funds out of the wallet.
2. Now you need to derive the individual private keys: we recommend using Ian Coleman's tool https://iancoleman.io/bip39/. All bitcoin-related currencies in Edge can be derived using this tool.
24 seeds from an Edge wallet are entered in the BIP39 Mnemonic field
Generally, the process to derive private keys is the same for each currency and involves these three steps:-Enter private seed (24 word phrase) into the "BIP39 Mnemonic" field
-Change the Coin
-Select a derivation path <-- This step may be different depending on the coin and which type of address you are attempting to derive a private key for.
|Full Derivation Path
|Bitcoin (no segwit)
|Bitcoin Cash (BCH)
|Bitcoin Gold (BTG)
|Bitcoin SV (BSV)
|Uniform Fiscal Object (UFO)*
With those seeds and the selected coin, I have this Root Key
Here you can try different paths.
a) In BIP32 Derivation Path field you can see m/0
First of all, go down to Derived Addresses and see if you see your address.
b) If you don't, change this Derivation Path field to m/49'/0'/0' and look again to the Derived Address section.
c) If you cannot find the address, change the Derivation Path field to m/44'/0'/0' an look again to the Derived Address section.
d) If you cannot find the address, change the Derivation Path field to m/44'/0'/0'/0/ (you see a one more zero), and look again.
e) Repeat but with Derivation Path field to m/49'/0'/0'/0/
A BTC transaction will be created, then you will pay a variable fee depending on the conditions of the Bitcoin network.