The main issue I can imagine is that the derivation path did not match where it was sent. Check and make sure the wallet is either: Legacy, Taproot, Segwit, or Wrapped segwit.
m44/...
m49/...
m84/...
m86/...
Check all of those derivation paths. And if it is not found within one of those, then it was initially set up with a non-standard derivation path.