The KeepKey hardware wallet is one of the most secure and visually elegant devices for managing cryptocurrency offline. Designed by ShapeShift, this crypto wallet offers top-tier protection for your private keys ā ensuring your Bitcoin, Ethereum, and other digital assets remain safe from hackers and online threats.
Unlike software wallets or mobile apps, KeepKey stores your private keys offline, providing a powerful layer of cold storage security. With its large OLED display and premium metal design, it allows users to send, receive, and manage crypto transactions with full transparency and confidence.
However, some users may occasionally encounter KeepKey setup and firmware issues, including:
USB connection errors or device not detected
Firmware update failures
Seed phrase or recovery backup confusion
Transaction verification or ShapeShift integration issues
This complete KeepKey Support Guide (2025) will walk you through step-by-step solutions to handle setup, troubleshooting, firmware updates, and wallet recovery ā ensuring your crypto remains safe, accessible, and fully under your control.
If you encounter issues that require direct assistance, here are the key contact details for KeepKey customer service:
KeepKey Support Number: No Support
KeepKey Customer Service Email: āļø support@keepkey.com
KeepKey Help Center: š https://shapeshift.com/help
KeepKey Support Page: https://keepkey.com/support
Their support team can assist you with:
Wallet setup issues
Firmware update problems
Recovery phrase or PIN reset
Device not connecting or unresponsive screens
At present, KeepKey does not offer phone support, but you can contact the team through other channels as well:
Customer Service Number: No Support
Ā Email Support: support@shapeshift.io
Ā Official Help Center: ShapeShift Help Center
š KeepKey Help Center (ShapeShift Portal): Find step-by-step setup guides, FAQs, and troubleshooting articles.
š§ KeepKey Email Support: support@shapeshift.io
š¬ Community Support: Join discussions on Reddit, Twitter (@KeepKey), or the ShapeShift Forum.
ā ļø Important: KeepKey support will never ask for your recovery phrase or private keys. Only communicate through official ShapeShift and KeepKey websites.
Need help with your KeepKey hardware wallet? The KeepKey customer service team assists with wallet setup, firmware updates, recovery phrase issues, and troubleshooting errors. Whether you are new to crypto or an advanced trader, KeepKey support ensures your hardware wallet runs smoothly and your crypto assets remain secure.
KeepKey not connecting to ShapeShift
Wallet not recognized by computer
Lost or forgotten PIN setup
Firmware update errors
Recovering a KeepKey using seed phrase
If you experience any of the above, contact KeepKey support via email or visit the official ShapeShift Help Center for step-by-step recovery solutions.
If youāre setting up a new KeepKey wallet, follow these updated 2025 steps carefully:
Unbox Your Device ā Ensure the seal is intact and the device hasnāt been tampered with.
Connect to Computer ā Use the provided USB cable and plug the device into your PC.
Install KeepKey Client or ShapeShift Platform ā Go to ShapeShift.com ā Download and connect KeepKey.
Initialize a New Wallet ā Create a new wallet, generate your recovery phrase, and confirm it.
Create a Secure PIN ā Choose a 6ā9 digit PIN code to lock your device.
Backup Recovery Phrase ā Write down your 12-word seed phrase on paper or metal backup ā never store it online.
Pair with ShapeShift Platform ā Sync your KeepKey with the ShapeShift dashboard for easy trading and balance tracking.
For first-time users, the KeepKey Initialization Tutorial ensures you never risk losing your assets due to misconfiguration.
Even the most reliable devices can face technical hiccups. Below are common KeepKey hardware wallet issues users experience and their quick fixes:
Cause: Outdated drivers, damaged USB cable, or unsupported browser.
Fix:
Use Google Chrome or Brave browser.
Try a different USB cable or port.
Restart your computer and replug the device.
Ensure youāre using the latest ShapeShift interface.
Symptoms: The device doesnāt appear in ShapeShift or the OS device list.
Solution:
Update USB drivers.
Disable VPNs or firewall temporarily.
Try using another computer to isolate the issue.
If still undetected, enter bootloader mode (press and hold button while plugging in).
Possible Causes: Firmware corruption, static charge, or incomplete updates.
Fix:
Unplug device.
Hold down the button for 10 seconds.
Reconnect while holding to trigger bootloader mode.
Reinstall firmware via the ShapeShift platform.
KeepKey doesnāt have an internal battery; itās powered by USB. If the button is unresponsive:
Check for debris or physical damage.
Try pressing and holding longer.
If hardware damage is visible, contact KeepKey repair or replacement support.
If your device shows āBootloader Modeā or fails to update:
Ensure stable internet.
Use the official ShapeShift website ā never third-party firmware.
Disconnect, wait 10 seconds, reconnect, and restart the update.
If still stuck, contact KeepKey customer service email for manual firmware restoration steps.
Always keep your firmware current. An outdated version can cause syncing or transaction errors.
Go to ShapeShift ā Device ā Firmware ā Update.
Follow on-screen steps and confirm on-device display.
Wait for automatic reboot and re-pair your device.
Your 12-word seed phrase is the only way to restore your wallet.
Backup Tips:
Write on paper or use a metal plate (avoid screenshots).
Store in two secure, separate locations.
Never type into online forms or share with anyone.
If youāve lost your device or PIN:
Purchase a new KeepKey or compatible wallet.
Choose Recover Wallet during setup.
Enter your 12-word recovery seed phrase.
Confirm words in order, then set a new PIN.
If you forget your PIN:
Reset the device (this wipes all data).
Re-import using your recovery phrase.
If you used a passphrase and forgot it, KeepKey cannot recover it ā itās part of your security layer.
Possible reasons:
Network congestion
Wrong blockchain selected
Outdated firmware
Ā
Fix:
Wait for blockchain confirmations
Verify transaction hash on block explorer
Update firmware and ShapeShift app
If balances are not visible:
Reconnect the device
Update to latest firmware
Resync blockchain in the software
Switch networks (Mainnet/Testnet)
Verify on official explorer (like blockchair.com)
If your ShapeShift dashboard doesnāt detect the wallet:
Clear browser cache
Reauthorize KeepKey connection
Ensure youāre using latest ShapeShift extension or web app
FeatureĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā KeepKey Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ledger
ManufacturerĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā ShapeShift Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ledger SAS
Open SourceĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Yes Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Partially
Bluetooth Support Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā NoĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Yes (Nano X)
Firmware UpdatesĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā ManualĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Via Ledger Live
Customer SupportĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Email / Web Form Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Email / Live Chat
Recovery PhraseĀ Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā 12 Words Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā 24 Words
Price Range Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Affordable Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Mid to Premium
If you prioritize simplicity and transparency, KeepKey is excellent. For advanced multi-chain support and app ecosystem, Ledger may offer more versatility. š Want more details? Check out our full KeepKey vs. Ledger vs. Trezor breakdown!Ā
If youāre looking for discussions, help, or feedback from other users:
KeepKey Reddit Support: r/KeepKey
KeepKey Official Forums: https://forum.shapeshift.com/
KeepKey GitHub Issues: https://github.com/keepkey/keepkey-firmware/issues
Alternative Hardware Wallets:
Ledger Nano X / S Plus
Trezor Model T / One
SafePal S1
BitBox02
Coldcard Mk4
Many of our users are coming back after not using their KeepKeyās for a long time. This guide is for users who for any reason are not able to connect or access their KeepKey Device.
Most of our users have used their KeepKeyās with either shapeshift.com or perhaps if you are an even older, the KeepKey Browser Extension.
If this is the case, you MUST update the firmware on your device. To do this you must use an Updater App.
If you are a new or returning user, the first step is always to verify you have the latest firmware.
Download the latest application: https://keepkey.com/get-started
Iām trying to connect and it won't work! Help!
Let's begin.
Key Terms
WebUSB: A web protocol allowing your host machine to communicate with your KeepKey device.
HID: The native USB protocol for communication between your host machine and your KeepKey device.
Browser: A web browser such as Chrome or Brave.
Electron: A native application framework that runs outside of a web browser on your host machine.
Unplug the device.
Hold down the button on the device.
While continuing to hold down the button, plug the device back in.
Note for macOS Sonoma users: You must configure your system to default-allow all devices to connect.
USB cables can become loose or fail. Just because a device powers on does not mean it is communicating correctly. Try replacing the USB cable if you encounter connection issues.
Update your USB drivers with Zadig. https://zadig.akeo.ie/ It automatically detects your connected USB hardware, then lets you select and install the appropriate driver with just a few clicks.
Ensuring Valid USB Drivers
Your host machine must have valid USB drivers. This is generally only an issue for Linux machines. Linux users may need to adjust their UDEV permissions. Documentation for this can be found here. Additionally, you may need to make the KeepKey Desktop executable:
chmod +x KeepKey-Desktop-2.0.16.AppImage
Electrum Users: Adding Python Library
To use KeepKey with Electrum, you need to install the Python library:
python3 -m pip install keepkey
If you encounter an error indicating that ShapeShift has not communicated with your device and the app does not know if you are on firmware older than 6.1.0, you may use the updater app or KeepKey Desktop to update your firmware. Both options will enable you to use ShapeShift.
(Deprecated) KeepKey Browser Extension: This browser extension predates ShapeShift and is no longer maintained or hosted. Any links to this software are likely scams.
(Deprecated) beta.shapeshift.com: The legacy site used by many KeepKey users to manage their crypto.
(Production) app.shapeshift.com: The current production product of ShapeShift DAO.
(Legacy) KeepKey Updater: An application originally written by ShapeShift for updating KeepKeys.
(Production) KeepKey Desktop: The replacement for KeepKey Updater, written by KeepKey.
This guide should help you navigate common issues with your KeepKey device. For further assistance, please visit our support page or contact customer service.
Plug KeepKey into your computer via USB.
Visit ShapeShift Platform or use the KeepKey Client.
Choose a 4-9 digit PIN to lock your device.
12-word backup phrase appears on-screen.
Store it offline (never digitally!).
Send/receive crypto via the ShapeShift dashboard.
Verify all transactions on the OLED screen.
Official Price: $49 (on ShapeShiftās website)
Also sold on: Amazon (check for authentic sellers).
Warranty: 1-year manufacturer warranty.
š” Tip: Avoid second-hand wallets (risk of tampering).
š¢ What do you think? Would you choose KeepKey, or go for Trezor ?