Wallet support
Cold Storage Basics
Cold wallet support for recovery planning, offline setup help, backup safety, and access troubleshooting. Review how recovery phrases work and what a lost wallet backup can affect before setup.
Troubleshooting Checks
- If a cold wallet shows zero balance, first verify the address, network, account type, derivation path, and hidden-wallet or passphrase settings before assuming funds moved.
- If a device will not connect, separate access from signing. You may only need the wallet app, cable, firmware, or bridge software; you do not need to reveal the recovery phrase to troubleshoot connection issues.
- If you restored a phrase and see different addresses, check whether the original wallet used a passphrase, different coin account, legacy address type, or a separate seed.
Safety And Scam Prevention
- Cold storage means private keys stay away from internet-connected signing, not that every wallet-related step is offline. Malware can still alter receive addresses or trick you into signing.
- Never enter a cold-wallet recovery phrase into a website, browser extension, support chat, or phone app unless you intentionally decide to convert it into a hot wallet.
- Use small test transactions when changing cold-storage workflows, especially before moving funds to a new device or address format.
Practical Setup Notes
- Hardware wallets, air-gapped signing, paper keys, and multisig can all be called cold storage, but they fail in different ways.
- The right setup depends on who must recover funds, how often you transact, how much operational complexity you can handle, and what happens if one backup location is lost.
- Document the wallet app, device model, network, account names, and passphrase policy separately from the recovery phrase so recovery is possible without exposing the secret.