Trezor Support can help you troubleshoot any issues with Trezor hardware wallets or associated Satoshi Labs Software. Our support team is available to assist with any support ticket submitted through the Trezor Help Centre.
Trezor Forum is now the Trezor community's new home. Find technical questions in the forums and ask other users for help. Official SatoshiLabs moderators will also be available to answer your questions.
Forum.trezor.io is a place to ask questions and find answers about common problems.
It is faster to open a ticket than reach out via email or social media. Your ticket will be added to the queue as soon as we send you an email confirmation. We will keep you informed on a regular schedule about the status of your ticket, until you are connected to Trezor support.
Trezor customer service Number
Trezor customer support number
Trezor wallet support phone number
Trezor wallet refund phone number
Trezor customer Service Number
Trezor wallet refund phone Number
Trezor Customer Service Number
If you do not receive a confirmation that your ticket has been received after several hours, please check your spam mailbox. Once you open a ticket, you will receive a response. If the confirmation email is not found in your spam folder please submit the ticket again and make sure there are no errors in the email address.
These are the steps that you can follow to help us quickly address your issue. Please refer to the below guide when creating a support ticket.
Please include the following information in your ticket submission:
1. Summarize the problem. E.g. "Trezor Suite does not recognize my connected device".
2. If it is technical, please explain the context and how you can reproduce it.
Is it consistent across all operating systems, browsers and devices? Which ones have worked for you?
Which Trezor device do you use and which firmware version are you running?
3. Please describe the steps taken to solve the problem. E.g. "I tried three different USB cables, and made sure that the USB was properly inserted." I downloaded the most recent version of Trezor bridge and have installed it."
If you have any problems with a transaction please give the transaction ID. This information can be found in the detail view of each transaction in Trezor Suite.
If you have any problems with your order, please give us your order ID. This information will be included with your order confirmation email.
Visit our Technical support troubleshooter to find out which firmware versions and bridges you are using.
Once your ticket is added to our support system, you will receive an automatic reply. Once a member of our support team has received it, you will be notified. Do not submit multiple reports for the same issue.
If you don't receive an automated response after opening a support ticket, check your spam folder
Trezor Help Center is the only official and secure method to get personal support for your Trezor software or devices. You will be guided through a troubleshooter to help you solve common problems without waiting for a response.
How can we help you?
Support tickets can be submitted to help with technical problems or missed orders. For more information, please visit our FAQ.
support.trezor.io
If the troubleshooter is unable to resolve your issue, please open a support ticket by following the links:
Technical issues
Shipping and orders
General questions
Trezor Wiki, another resource, will provide answers to many questions related to Trezor, Bitcoin and other cryptocurrencies. To access the Trezor portal, you can view the Trezor manual and get answers to common questions about orders, warranties, and other topics. Here are some examples:
How can I get a payment for my hardware wallet?
Why isn't my package yet arrived?
Our GitHub documentation may be more useful for experienced users.
What data might Trezor Support request?
Trezor support is secure. Please ensure that you do not share any confidential or sensitive information.
Trezor Support might ask for sensitive information like:
A valid email address is required to place the order
The order number
Shipping details for orders, including a name as well as an address
We may be able to help you with a public key (XPUB), but we respect your privacy and won't share it.
Trezor Support won't ask for any private information like:
Recovery seed words
Passphrase
PIN
Remote access to your computer
What is the difference between private and sensitive information?
Sensitive information is anything that can be used to identify you personally. Sensitive information includes your date of birth, phone number and Social Security Number. Your public key (XPUB), which can be used to determine your identity through revealing transaction history, is also highly sensitive.
Private information is any data that should not ever be shared with anyone other than a few trusted people. Trezor employees will not ask for confidential data.
What will it take to get a reply?
There has been an increase in support queries recently. Replies may take longer than usual. You should note that there are many factors that could cause delays, such as the pandemic, holiday season, and the large increase in orders caused by Bitcoin's market rise. We will return service to customers as quickly as possible and are determined to personally serve our customers, rather than refer them to other companies.
What is SatoshiLabs doing in order to improve support response time?
We have already added many new members to our support team and are expanding the size of our support staff. We will continue to train support team members to improve our response times and bring back the level of service that the community has come to expect.
We are now able address more tickets per day because of our investment in new tools and automation. We will be implementing new features and process automation improvements to reduce the number of support tickets.
We will respond to your ticket. Please be patient. Do not open multiple tickets.
Multiple tickets will only increase the number of inquiries we have to handle. Each ticket will be assigned to the same case. This is true even if you create new tickets using different email addresses. Your tickets will be combined if the issue is related to another open ticket. Multiple tickets will result in a longer response time for all parties, including you.
We do not ignore support tickets, so please be sure. Once they have been entered into our system, they will be retorted. We are grateful for your patience and support during this difficult time. We will do our best to reduce any backlog and keep everyone up-to-date on the status of their tickets.