Hi Monika,
I think I may have found it. I have hit the same thing on my own device this evening, and it looks like Passport Prime’s clock can drift out of step with your phone. When that happens Passport Prime quietly stops accepting anything Envoy sends, even though one or both devices can still show as connected.
The fix is to disconnect on both sides and pair again. It has to start on Passport Prime, as removing the device in Envoy alone will not work.
On Passport Prime first:
-
Open the menu using the two lines at the bottom left of the home screen
-
Tap the connection bar at the top
-
Choose Disconnect from Envoy
Then in Envoy:
-
Go to the Devices page
-
Open your Passport Prime and remove the device
-
Tap the + icon to start pairing again
-
Passport Prime should be showing a static QR code, ready to pair. If it is not, restart the device and go back to that screen
-
Scan it and follow the prompts as you did originally
Your master key stays on Passport Prime and your Keycards throughout, so nothing is at risk during this.
Once you are paired again, apply your passphrase on Passport Prime and give it a minute. The passphrase account and its balance should then appear in Envoy.
One small favour before you start, if you do not mind. Could you tell me the exact time showing on Passport Prime and the exact time on your iPhone? Re-pairing will reset the clock, so that reading is only available right now, and it would help confirm this is the same problem.
Let me know how you get on.