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

Keystone supports importing 12/18/24-word recovery phrases generated by any BIP39 wallet.
Keystone supports segwit addresses for BTC, which require less in fees than legacy addresses for the same transaction. You can manage assets on other formats' addresses with Keystone when use Electrum, Bluewallet, Wasabi Wallet or Specter as watch-only wallet.
We recommend users create a new recovery phrase on Keystone. Doing so can effectively isolate risks associated with an old recovery phrase that may stem 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). Recovery phrases are generated from physical entropy by the Keystone and never leave the Secure Element. We recommend they be recorded physically rather than stored digitally.

2. If my Keystone is lost or broken, how can I retrieve my assets?

Keystone is a hardware wallet (decentralized wallet) which requires users to take complete control and ownership of the private keys (recovery phrase).
If the Keystone is lost or broken, the Secure Element will protect the private keys from being leaked. Keystone Pro also have a self-destruct mechanism, which will automatically erase all the information including private keys upon detection of disassembly.
Different brands of wallet use different derivation paths. If users import the recovery phrase into another brand’s wallet, assets on parts of the addresses may be hidden and not displayed for management. If your Keystone is lost or broken, we recommend you first recover with a wallet which shares the same derivation path with Keystone.
If you have any other concerns, please submit a request to us. Our admins will reply to you ASAP.

3. 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 verify 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.
How Keystone works:
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4. What are the differences between the Keystone Essential, Pro, and Ultimate?

Keystone Ultimate is our first-generation hardware wallet, which was not only made to be highly secure, but also to pass extreme tests of durability. It is made of aerospace aluminum and has military-grade durability, which is the main reason for its pricing.
The Keystone Essential and Pro (second-generation) have made compromises in durability to be available at a more accessible price point, which mainly comes down to differences in body materials and accessories. However, we do offer accessories such as fireproof bags that can provide resistance to physical damage. In terms of hardware security and protections against hacking, we have not made any compromises with the Keystone Essential and Pro. The Pro also incorporates a fingerprint sensor for more discrete use in public. Pro comes with a rechargeable battery, while Essential comes with AAA battery support, but both battery options are available through accessories.

5. Which cryptocurrencies and tokens does Keystone support?

Keystone supports BTC、ETH、USDT、BCH、XRP、TRON、CTC、DASH、DOT、KSM. For ease of management, the Keystone hardware wallet only displays main-chain Assets. You can add and manage Tokens on the mobile app. Check our list of supported assets.

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

Please kindly understand that whether payments are allowed or not are solely managed and decided by the payment processor so we do not have any data to diagnose this type of potential issue. We highly recommended trying an alternative payment method if you experience any payment issues or contact your bank that issued your credit card.

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

If your country is not avaiable for selection during checkout, then it means your delivery to your country is not available. In such cases, we recommend purchasing from Amazon:
Alternatively, you can also look for one of our official distributors:

8. Is it possible to specify express delivery? How long does shipping normally take?

Currently, an express delivery option is not available. Our logistics system will notify one of our logistics vendors to deliver the package to you. Delivery times may vary due to logistics, customs and other potential delays which could result in either an early arrival or delays. Shipping usually takes 1-3 weeks so there is no specified duration available for your shipment.

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

There are 3 types of Bitcoin addresses - legacy, nested SegWit and native SegWit. More details on them are available here. Currently, the Keystone companion app only supports nested SegWit addresses (addresses that start with "3"). If your previous wallet uses either the legacy or native SegWit address types for your bitcoin, the amount might not be the same between them.
There are 2 Solutions available:
  1. 1.
    When sending BTC using your previous wallet to your new Keystone BTC address, be sure to send it from a native SegWit address that starts with a "bc1" or a legacy address that starts with a "1".
  2. 2.
    Upgrade your Keystone wallet to the BTC-only firmware and utillize one of these 3rd party bitcoin wallets integrations. Your Keystone would then be able to support all 3 types of addresses. Please kindly note that this upgrade is irreversible and this firmware does not support any altcoins.