If you encounter issues that require direct assistance, here are the key contact details for KeepKey customer service:
KeepKey Support Number: +1-917-993-9717
KeepKey Customer Service Email: ✉️ support@keepkey.com
KeepKey Help Center: 🌐 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
⚠️ 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.
KeepKey firmware is developed as an open-source project on GitHub. Recent firmware releases include:
v7.9.3 — March 2024 release adding support for MAYAChain msgSend denomination handling and other fixes.
v7.9.1 — February 2024 release with added MAYAChain support.
v7.8.0 — April 2024 with support for additional blockchains like OP, BNB, xDAI, MATIC and various bug fixes.
v7.7.0 — March 2024 added Osmosis native support.
v7.6.0 — January 2024 introduced a KeepKey Authenticator feature for OTP two-factor authentication uses.
Older releases show features like EIP-712 typed data signing support and improved contract data verification. GitHub
Note: While the latest public release from the official GitHub is v7.9.3 (from early 2024), always check the KeepKey updater or GitHub repo directly before updating — developers may push newer release tags or pre-release binaries. GitHub
KeepKey firmware updates are applied via the KeepKey Client (desktop app) or a dedicated Updater app, and the process typically involves:
Connecting your KeepKey via USB to your computer.
Using the KeepKey Client or Updater which checks your bootloader & firmware version.
Following prompts — it will update bootloader first (if needed), then firmware next.
Approving on-device prompts to install.
Not unplugging the device during update to avoid corruption. ShapeShift Help Centre
KeepKey updates require your recovery phrase only to confirm backup existence — you should not type it into any app or share it with anyone online. KeepKey
Various past firmware updates (e.g., around 2024) patched a PIN side-channel attack vulnerability — another reason it’s important to stay on the latest firmware available to you. CoinLaw
KeepKey Support Portal & Help Center: https://keepkey.com/support — best place to open a support ticket and access official FAQs. KeepKey
KeepKey Support Ticket: Submit a request through the portal for personalized help. KeepKey
Support Email: support@keepkey.com — the official tech support email for firmware/troubleshooting assistance. Google Sites
⚠️ Important security note: KeepKey does NOT provide phone support. If anyone calls claiming to be KeepKey support, it’s a scam. Official assistance is ticket-based only. KeepKey+1
Some online directories list numbers like +1-917-993-9717 or +1-909-406-2847 as KeepKey support numbers, and a ShapeShift support email (e.g., support@shapeshift.io). However:
The official KeepKey policy explicitly says no phone support and warns that calls claiming to be KeepKey are scams.
Tying support through ShapeShift is reasonable, since KeepKey is closely integrated with ShapeShift’s ecosystem, but the primary official support remains the support ticket portal. Google Sites+1
Always validate support contact information against the official KeepKey website before sharing any details.
Open the KeepKey Client or Updater app on desktop.
Connect your KeepKey via USB — the app will detect if a firmware update is available.
Follow the on-screen instructions to install the update.
Keep your recovery phrase written offline in a secure place (but never input it into a browser). KeepKey
🔒 KeepKey will never ask for your recovery phrase, private keys, or passphrases over email or support forms.
🔒 Any phone support claims should be treated as fraud attempts.
🔒 Only download the official KeepKey client/updater from keepkey.com — counterfeit download sites may contain malware. KeepKey+1
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 — 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
If you’re setting up a new KeepKey wallet, follow these updated 2025 steps carefully:
Unbox Your Device – Ensure the seal is intact and the device hasn’t been tampered with.
Connect to Computer – Use the provided USB cable and plug the device into your PC.
Install KeepKey Client or ShapeShift Platform – Go to ShapeShift.com → Download and connect KeepKey.
Initialize a New Wallet – Create a new wallet, generate your recovery phrase, and confirm it.
Create a Secure PIN – Choose a 6–9 digit PIN code to lock your device.
Backup Recovery Phrase – Write down your 12-word seed phrase on paper or metal backup — never store it online.
Pair with ShapeShift Platform – 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 you’re using the latest ShapeShift interface.
Symptoms: The device doesn’t 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 doesn’t have an internal battery; it’s 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 “Bootloader Mode” or fails to update:
Ensure stable internet.
Use the official ShapeShift website — 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 → Device → Firmware → 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 you’ve 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 — it’s part of your security layer.
Possible reasons:
Network congestion
Wrong blockchain selected
Outdated firmware
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 doesn’t detect the wallet:
Clear browser cache
Reauthorize KeepKey connection
Ensure you’re using latest ShapeShift extension or web app
Feature KeepKey Ledger
Manufacturer ShapeShift Ledger SAS
Open Source Yes Partially
Bluetooth Support No Yes (Nano X)
Firmware Updates Manual Via Ledger Live
Customer Support Email / Web Form Email / Live Chat
Recovery Phrase 12 Words 24 Words
Price Range Affordable 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. 🔍 Want more details? Check out our full KeepKey vs. Ledger vs. Trezor breakdown!
If you’re 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 KeepKey’s 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 KeepKey’s 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
I’m 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.
🛠️ How to Set Up KeepKey (Step-by-Step Guide)
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 ShapeShift’s website)
Also sold on: Amazon (check for authentic sellers).
Warranty: 1-year manufacturer warranty.
💡 Tip: Avoid second-hand wallets (risk of tampering).
📢 What do you think? Would you choose KeepKey, or go for Trezor ?