FAQ | Keystone Support

Battery Tips

For optimal charging of this product, it is recommended to acquire a USB type A charging adapter that delivers either a 5V1A or 5V2A output and to use the USB type A to USB type C charging cable with the product.

The light indicator on the battery turns white when it's partially charged and yellow when fully charged.

The battery has a 1000mAh capacity and standby time of 1-2 days, but frequent usage may reduce it.

Caution:

An adapter with an output higher than 5V2A triggers a battery protection mechanism, and a lower than 5V1A may affect normal startup.
The battery does not support fast USB type A to USB type A charging cable charging, fast charging, or charging via the laptop interface.

The Keystone device is not able to turn on using AAA batteries.

Keystone device requires AAA 1.5V batteries for proper operation.

If your device is not turning on, please replace the existing 4 AAA batteries with new ones within the valid period. We suggest using rechargeable AAA batteries for better stability and compatibility with our device, but we do not recommend using Amazon Rechargeable Batteries as they may be prone to quick consumption.

Can I add multiple wallets to Keystone simultaneously?

Keystone Pro and Essential are only capable of managing one wallet or set of seed phrases at a time.

Can I import a recovery phrase generated by another wallet into Keystone?

Keystone has the capability to import recovery phrases generated by any BIP39 wallet, whether they are 12, 18, or 24 words in length.

Precautions:

Keystone now supports Segwit addresses for BTC, which require lower fees compared to Legacy addresses for the same transaction. With Keystone, you can manage assets on other formats' addresses using Electrum, Bluewallet, Wasabi Wallet, or Specter as a watch-only wallet.

To ensure maximum security, we highly recommend that users create a new recovery phrase on Keystone. This step helps to isolate any risks associated with an old recovery phrase that may arise from previous use, such as entering the recovery phrase on a mobile phone connected to the internet, taking pictures of it, and saving them in a smartphone photo album, etc. Keystone generates recovery phrases from physical entropy and stores them within the Secure Element, ensuring they never leave the device. We also recommend that users record their recovery phrases physically rather than storing them digitally for added protection.

Tips:

This is a guide on how to , which will allow for seamless navigation of the Web3 universe between Ledger and Keystone.

Is it normal for the device to display the original wallet instead of the passphrase wallet every time it is restarted? Is this a bug?

It's not a bug. To enhance security, Keystone's default settings display the original wallet every time the device is restarted and hide the passphrase.

When you revisit the Passphrase Wallet, you will see the same wallet without any saved data. The device does not retain your data, so any labels you added to the address in the Passphrase Wallet may revert back to their default settings. By hiding the passphrase wallet by default and displaying the original wallet when the device restarts, the device helps to ensure that your funds remain secure and that unauthorized users cannot access your passphrase wallet or its associated funds.

Why is it NOT recommended to import my seed phrase into MetaMask (or other software wallets) to sync with Keystone?

It is not advisable to import the seed phrase from MetaMask or other software wallets directly into Keystone. This is because the seed phrase becomes vulnerable to hacker attacks once exposed to the internet, which could lead to the loss of your assets.

To enhance the security of your assets with Keystone and MetaMask, we recommend following these steps:

Generate a seed phrase with Keystone and securely store it offline.
Create a new wallet with MetaMask, serving as the dummy wallet and intermediary with Keystone since MetaMask does not support direct syncing with hardware wallets.
Connect MetaMask with Keystone through the "Connect hardware wallet" option by tapping the avatar.
Now you can safely store, buy, send, convert, and swap crypto tokens with MetaMask without exposing your hardware wallet's seed phrase.

Remember, your seed phrase is the key to your crypto funds, so never share it with anyone, including Keystone.

Additional Information:

A detailed guide on .
A guide on
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If you have any further questions or concerns, please contact .

If my Keystone is lost or broken, how do I retrieve my assets?

You have the ability to retrieve all of your funds by entering your seed phrase into any wallet that supports BIP39. We recommend immediately importing your seed phrase into a new wallet and transferring your funds to a new address as soon as possible. Additionally, you can also seek assistance from the police.

Keystone Pro users do not need to panic as the device has a built-in that will activate once anyone attempts to physically hack the device. This feature is valid only for 2 years after the date of purchase.

Precautions:

Each wallet brand uses a distinct derivation path, and importing a recovery phrase into a different brand's wallet may cause certain assets on parts of the addresses to remain hidden and unmanageable. Therefore, if you lose or break your Keystone, we suggest you recover it first with a wallet following the same .

To ensure a smooth recovery process, please be aware of Keystone's specific derivation path. If you have any further inquiries or concerns, please do not hesitate to submit a request to . Our administrators will respond to your request as soon as possible.

What is a hardware wallet? How does Keystone work?

A hardware wallet is an air-gapped device used to help users to manage and store cryptocurrencies securely. Hardware wallets are decentralized, requiring users to take complete control and ownership of the private keys (recovery phrase). During transaction signing, a hardware wallet will only use the private keys to sign in an offline environment to avoid exposure to web-based attacks.

Like most hardware wallets on the market, Keystone devices need to bind with the mobile app, which connects to the internet and can be used to refresh balances, calculate fees, broadcast transactions and check transaction statuses on a blockchain explorer, etc. Keystone uses QR codes to transmit information with the app during transaction signing. Compared to USB, Bluetooth, and NFC communications, QR code interaction is more transparent and less vulnerable to attack. By using any normal QR code reader apart from the Keystone or Keystone mobile app, you can all information that comes in and goes out of the Keystone. We also use QR codes because they do not have the connectivity and compatibility issues of USB, Bluetooth, or NFC.

What are the differences between the Keystone Essential, and Pro?

The Keystone hardware wallet is designed to offer high security and durability. The newer models, Keystone Essential and Pro are more affordable and differ from the previous version in terms of body materials and accessories, but still provide the same level of hardware security and protection against hacking. The Pro model includes a fingerprint sensor for added safety in public, and it also features a rechargeable battery, while the Essential model uses AAA batteries, both of which can be purchased through accessories. We also offer fireproof bags to provide protection against physical damage.

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Which cryptocurrencies and tokens does Keystone support?

Keystone supports a range of digital assets including BTC, ETH, SOL, NEAR, BNB, POLYGON, APTOS, DOT, KSM, XRP, LTC, DASH, BCH, AR, and TRON. To make it easier to manage your assets, Keystone only displays the main-chain assets. You can add and manage additional tokens via the mobile app. Support for ATOM, and ADA is coming soon. A list of currently can be found on our website.

What should I do if I cannot pay with my credit card?

Please understand that payment processing is managed by the payment processor, and it's their decision to allow payments or not. Therefore, we do not have any information to diagnose this type of potential issue. We suggest trying an alternative payment method if you encounter any payment problems or contacting the bank that issued your credit card.

How do I buy the Keystone hardware wallet if my country is not available for selection during the check-out procedure at the shop? keys.one site?

If your country is not available for selection during checkout, it means that we do not currently offer delivery to your country. In such cases, we suggest purchasing our products from Amazon or seeking out one of our official distributors. Here are our .

Is it possible to specify express delivery? How long does shipping usually take?

At this time, we do not offer an express delivery option. Once your order is placed, our logistics system will notify one of our logistics vendors to deliver the package to you. Please note that delivery times may vary due to factors such as logistics, customs, and other potential delays which could result in either an early arrival or delays. Shipping typically takes between 1-3 weeks, and unfortunately, we cannot provide a specific timeframe for your shipment.

How can I delete my shipping information?

Our legal and tax advisors have confirmed that we can delete customer shipping information that is older than 180 days. To request the deletion of your information, you must confirm that you have no disputes or issues related to your order, such as refund requests, and provide us with the email address you used to place your order with us. This process may take around 2-3 weeks. For specific instructions on how to delete your information, please refer to Please note that while we will delete billing and shipping address data, records of the customer's city and country will not be deleted. The final deletion process is handled by Shopify and we will follow up on the progress and notify you accordingly. The following information will be deleted upon receiving your confirmation and email address: Name, Email address, Phone number, Billing, and shipping addresses

I've imported my recovery phrase from another wallet but why isn't the Bitcoin amount the same as my previous wallet?

If you have imported your recovery phrase from another wallet but the Bitcoin amount is not the same as in your previous wallet, it could be because your previous wallet uses a . There are three types of Bitcoin addresses: Legacy, Nested SegWit, and Native SegWit. Currently, the Keystone companion app only supports nested SegWit addresses (addresses that start with "3").

To resolve this issue, you have two options:

When sending BTC from your previous wallet to your new Keystone BTC address, make sure to send it from a native SegWit address that starts with "bc1" or a legacy address that starts with "1".
your Keystone wallet to the BTC-only firmware and use one of the integrations available. This upgrade will enable your Keystone wallet to support all three types of Bitcoin addresses. Please note that this upgrade is irreversible and the firmware does not support any altcoins.

Return & Refund Policy

Keystone has a 30-day return policy, which allows the buyer to request a refund and return the products within 30 days of receiving them. To qualify for a refund, the products must be in the same condition as when the buyer received them and must be in their original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For more details, please refer to the link provided: