Keepkey Customer Service
Keepkey Customer Service
KeepKey users may sometimes encounter issues while using their hardware wallet. Common problems include the device not connecting, errors during firmware updates, difficulty recovering a wallet using a recovery phrase, or questions related to KeepKey setup and functionality.
When these issues occur, understanding KeepKey support options and available help resources can make it easier to troubleshoot problems safely. Since a hardware wallet protects access to cryptocurrency, setup, recovery, and troubleshooting steps should always be performed carefully to avoid losing access to the wallet.
Use the links below to quickly jump to common KeepKey support topics including setup instructions, connection issues, firmware updates, and wallet recovery information.
• What Kind of KeepKey Help Do You Need?
• Common Problems With KeepKey Wallets
• Troubleshooting a KeepKey Wallet
• Security Considerations When Getting KeepKey Help
• How to Contact KeepKey Support
• Additional Resources & Community
• KeepKey Help — Frequently Asked Questions
This guide is provided for informational purposes and consolidates publicly available KeepKey documentation and support resources for structured reference.
Most everyday actions with a KeepKey hardware wallet—such as checking balances, sending transactions, or managing supported assets—are performed through the KeepKey interface or compatible wallet applications. When everything is set up correctly, these tasks usually work without difficulty.
However, users may sometimes need KeepKey Support or Keepkey Help when something does not work as expected. For example, issues can occur when the device is not detected by the computer, when a firmware update fails, or when restoring access to a wallet using a recovery phrase.
Setting up your device for the first time? The KeepKey Setup page walks you through everything step by step — from connecting your device to securing your recovery phrase.
Something not working the way it should? Visit KeepKey Support for troubleshooting guidance. Whether your device is not connecting, your PIN is not working correctly, or your wallet balance is not displaying properly, this section helps resolve common issues.
Seen a firmware update prompt and not sure what to do? Updates are important for device security and performance. The KeepKey Firmware Update page explains what happens during an update and how to complete it safely.
Lost your device or need to restore your wallet? Do not worry — your funds are not lost. KeepKey wallet recovery starts on the KeepKey Recovery page. As long as you have your recovery phrase, you can regain access to your wallet.
Certain issues appear more frequently when using a KeepKey wallet. These typically involve device connection problems, firmware updates, or restoring access to a wallet using a recovery phrase. In many cases, the issue is related to software compatibility, device communication, or incomplete setup steps.
Understanding these common situations can help identify the cause of the issue and determine whether additional KeepKey support or troubleshooting may be needed.
These fixes address the most common issues users encounter when looking for KeepKey support:
KeepKey not showing up on your computer? Before anything else, check the USB cable. Many cables are charge-only and do not support data transfer. Using a proper data cable and trying a different USB port can quickly resolve detection issues.
Wallet appears empty after connecting? This is often related to passphrase usage. Even a small difference—such as a missing character or space—can generate a completely different wallet. Carefully re-enter the passphrase exactly as originally used.
Firmware update appears stuck? The update process may take several minutes and can appear unresponsive while still running. Avoid disconnecting the device unless it has been inactive for an extended period.
PIN not working correctly? KeepKey uses a randomized PIN entry system on the device screen. Ensure you are confirming the correct positions based on the device display rather than entering numbers directly from memory.
One of the most common problems occurs when the KeepKey device is not detected by the computer or wallet interface. This may happen if the USB connection is unstable, the browser or application cannot communicate with the device, or required components are not properly installed.
Reconnecting the device, using a different USB port or cable, and ensuring the latest compatible software is being used can often resolve this issue.
Firmware updates are important for maintaining the security and functionality of the device. However, users may encounter issues if the update process is interrupted or if the device disconnects during installation.
Maintaining a stable connection and following the correct update steps carefully can help prevent firmware-related issues.
Restoring a wallet using the recovery phrase is a sensitive process that must be completed carefully. Problems may occur if the recovery phrase is entered incorrectly, if words are missing, or if the wrong passphrase is used.
Entering the recovery phrase exactly as it was originally recorded and following the correct recovery steps is essential for restoring wallet access.
The KeepKey interface or compatible wallet applications are used to manage balances, send transactions, and configure wallet settings. New users may need time to understand how certain features work or how transactions are confirmed on the device.
Reviewing the interface carefully and verifying actions directly on the KeepKey device can help prevent mistakes when managing cryptocurrency.
Troubleshooting a KeepKey wallet involves identifying the source of the issue and applying the correct steps to resolve it. Most problems are related to device connection, firmware updates, or recovery input errors.
Before attempting advanced fixes, it is recommended to start with basic checks such as reconnecting the device, verifying the USB connection, and ensuring the latest version of the compatible wallet interface is being used.
If the KeepKey device is not working as expected, the following steps can help resolve common issues:
• disconnect and reconnect the device
• try a different USB cable and port
• restart the computer or browser
• ensure the latest version of the wallet interface is being used
• check that the device screen is responding correctly
These simple checks often resolve the majority of connection and detection issues.
If the device is not detected, the issue is often related to the USB connection or communication between the device and the computer.
Make sure:
• a data-capable USB cable is being used
• the device is securely connected
• no browser or application conflicts are interfering
If the problem persists, switching ports or restarting the system may help restore connectivity.
Firmware plays a key role in device functionality. If the firmware is outdated or not properly installed, the device may not function correctly.
Users should ensure that firmware updates are completed successfully by following the correct process described on the KeepKey Firmware Update page.
Issues related to wallet access are often caused by incorrect recovery phrase or passphrase input.
Important points:
• recovery phrases must be entered exactly
• word order must match the original sequence
• passphrases are case-sensitive
Even small variations can result in a completely different wallet being generated.
For detailed steps, refer to the KeepKey Recovery page.
If balances are not displaying or transactions are not appearing, the issue may be related to the wallet interface rather than the device itself.
Refreshing the interface, reconnecting the device, or reloading the application can help resolve display-related issues.
If the issue cannot be resolved using the steps above, further troubleshooting may be required.
In such cases, users can refer to the KeepKey Support page for additional guidance and structured troubleshooting resources.
When seeking KeepKey support or troubleshooting assistance, security should always be a top priority. Because a hardware wallet protects access to cryptocurrency, improper handling of sensitive information can result in permanent loss of funds.
Users should be cautious when following any instructions and ensure that only trusted and publicly available resources are used during setup, recovery, or troubleshooting.
The recovery phrase is the most important part of a KeepKey wallet. Anyone who has access to this phrase can restore the wallet and control its funds.
• never share your recovery phrase with anyone
• never enter it on unknown websites
• never store it digitally or online
KeepKey support will never request your recovery phrase.
Many users search for help when facing issues, which can make them vulnerable to scams.
Be cautious of:
• websites claiming to offer KeepKey customer service numbers
• social media accounts offering instant support
• messages asking for sensitive wallet information
Always verify that you are using trusted and publicly available resources.
When accessing support information:
• verify website URLs carefully
• avoid clicking unknown links
• rely on known documentation and help resources
Using trusted sources reduces the risk of phishing or malware.
KeepKey devices are designed to display critical information directly on the screen.
Before confirming any action:
• check transaction details on the device
• confirm addresses and amounts
• do not rely only on the computer screen
This ensures that transactions are secure and accurate.
Security also depends on the environment in which the device is used.
• avoid using public or shared computers
• keep your system updated
• ensure no unknown software is running in the background
Maintaining a secure environment helps protect the wallet from external threats.
KeepKey support is primarily provided through official documentation, support portals, and ticket-based assistance. Users who need help with setup, troubleshooting, firmware updates, or wallet recovery can access support through these channels.
Unlike traditional customer service systems, KeepKey does not offer phone-based support. Assistance is typically handled through online resources and support requests.
The main way to access KeepKey support is through its support and help resources.
Users can:
• browse support articles and troubleshooting guides
• search for common issues and solutions
• access setup and recovery instructions
These resources cover most common problems users may encounter.
If an issue cannot be resolved through available documentation, users may need to submit a support request.
When submitting a request:
• clearly describe the issue
• include relevant details (device behavior, error messages)
• avoid sharing sensitive information such as recovery phrases
Providing accurate information helps speed up the support process.
KeepKey does not provide a public customer service phone number.
Users should be cautious of:
• websites listing KeepKey phone numbers
• individuals claiming to offer direct support via phone
• requests for sensitive wallet information
These are often associated with scams.
When contacting support:
• never share your recovery phrase
• never disclose private keys or PIN
• verify that you are using trusted communication channels
Following safe practices helps protect your wallet and funds.
If you need more guidance, you can also refer to:
• KeepKey Setup – device initialization
• KeepKey Firmware Update – update process
• KeepKey Recovery – restoring wallet access
• KeepKey Support – general troubleshooting
In addition to structured support pages, users can refer to publicly available resources and community discussions for additional information about KeepKey devices.
These resources can help users understand features, resolve issues, and stay informed about updates.
Users can explore available documentation and help materials covering:
• device setup and configuration
• firmware updates and security improvements
• wallet recovery and backup processes
• troubleshooting common issues
These resources provide detailed explanations for most user queries.
Community forums and discussions can also be helpful when looking for solutions to specific issues.
Users often share:
• troubleshooting experiences
• solutions to common problems
• tips for using hardware wallets safely
However, information from community sources should always be verified before following any instructions.
While external resources can be helpful, users should remain cautious.
• avoid unknown or unverified websites
• do not follow instructions that request sensitive information
• cross-check information with trusted documentation
Maintaining caution helps prevent security risks.
• KeepKey Official Website
• KeepKey Support Portal
• KeepKey Help & Documentation
• Compatible Wallet Interfaces (SapeShift)
• Reddit – r/KeepKey
• Bitcoin StackExchange
• BitcoinTalk Forum
Community platforms are user-driven and are not official support channels. Never share your recovery phrase, private keys, or sensitive wallet information in public discussions.
No. Your funds are not stored on the device — they exist on the blockchain. The KeepKey device simply provides access to your wallet. If you still have your recovery phrase, you can restore your wallet on a new device using the KeepKey Recovery process and regain full access.
No. Firmware updates do not remove your wallet or funds as long as your recovery phrase is safely backed up. It is always recommended to confirm your recovery phrase backup before performing any firmware update.
This is often related to passphrase usage. Even a small difference in the passphrase—such as spacing or capitalization—can generate a completely different wallet. Re-enter the passphrase carefully to access the correct wallet.
The PIN protects access to your physical KeepKey device. A passphrase, if used, creates a separate hidden wallet. Most users only need a PIN, while passphrases are typically used for additional security.
No. KeepKey does not provide phone-based customer support. Support is available through documentation and support resources. Any phone number claiming to be KeepKey customer service should be treated as suspicious.
While KeepKey may have official social media accounts, wallet-related issues should always be handled through proper support channels. Be cautious of messages or accounts offering support through comments or direct messages.
Connection issues are usually caused by USB cables, ports, or software compatibility. Using a data-capable cable, reconnecting the device, and restarting the system can often resolve the issue.
Note: KeepKey support is structured through online resources designed to guide users through setup, troubleshooting, and wallet recovery processes.
Support interactions focus on providing step-by-step guidance without requiring access to sensitive information such as recovery phrases, PINs, or passphrases. Your wallet details should always remain private and under your control.