1. 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.
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.

2. 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 self-destruct mechanism that will activate once anyone attempts to physically hack the device. This feature is valid only for 2 years after the date of purchase.
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 derivation path as Keystone.
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 Keystone Support. Our administrators will respond to your request as soon as possible.

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.

4. 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.
Tap here to get a more detailed comparison

5. Which cryptocurrencies and tokens does Keystone support?

Keystone provides support for a variety of cryptocurrencies, including BTC, BNB (BSC), ETH, USDT, BCH, XRP, TRON, CTC, DASH, DOT, KSM, etc.
To simplify the management process, the Keystone hardware wallet only displays assets that are on the main chain. However, users can easily add and manage tokens on the mobile app or 3rd party wallets. Check our list of supported assets.

6. 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.

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

8. 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.

9. 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 different type of Bitcoin address. 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:
  1. 1.
    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".
  2. 2.
    Upgrade your Keystone wallet to the BTC-only firmware and use one of the third-party bitcoin wallet 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.