The answer
Confidential balances can be encrypted, requiring compatible wallet software and the owner's decryption material to display correctly. An unsupported wallet may show only public token balances.
What to do next
Use a wallet integration documented for the token's confidential-balance format; do not import secrets into unknown viewers.
Solscan — Solana explorer
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Ledger hardware wallet
A hardware signing device to compare for supported Solana assets; it does not fix Solana network, token or smart-contract faults.
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