I think I know what is the issue. Someone had the same problem early this week and that was my answer:

Are you sure you are selecting the "bch/livenet" chain instead of the "btc/livenet" one? Since the tool is showing your BTC balance instead of the BCH available, this may be the problem.

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Or you can join Copay's beta test which already has support for Bitcoin Cash directly from the wallet.

"Ready to get started? Email us to get access to the iOS beta, or add yourself as a beta tester if you have an Android device."

https://blog.bitpay.com/bitcoin-cash-wallet-beta/