Independent wallet support

Coldcard Not Connecting? USB And Air-Gapped Help

Use this Coldcard troubleshooting page when the device does not connect by USB, your Bitcoin wallet software does not communicate with it, or an air-gapped signing workflow is confusing.

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Independent wallet security guidance. This site is not Coldcard.

Coldcard help topics

Wallet security

Quick issue summary

Ledger and Trezor support teams should never ask for a recovery phrase, seed phrase, private key, or remote access to a wallet.

Recently Reported Issues

Wallet users recently reported phishing attempts involving fake firmware update pages.
Some users recently reported zero-balance displays after restore, network changes, or passphrase confusion.
Others recently reported fake support accounts asking for recovery phrases or remote access.

Coldcard wallet guidance

A Coldcard not connecting problem may be normal air-gapped behavior, USB power/data mode mismatch, wallet software state, device prompt, SD card handoff issue, firmware state, or unsafe fake support guidance.

Common wallet topics include Coldcard not connecting, USB connection problem, air-gapped signing issue, wallet app connection issue, SD card handoff problem, or fake Coldcard support warning.

Never share your recovery phrase, seed phrase, private keys, or PIN.

Wallet topics

Common Coldcard Help Topics

Coldcard wallet not detected

If wallet software cannot recognize Coldcard or an exported wallet file, use detection checks.

Open

Coldcard PSBT signing problem

If connection fails during signing, troubleshoot PSBT and SD card handoff.

Open

Coldcard firmware update problem

Firmware state can affect USB, export, and signing readiness.

Open

Coldcard support hub

Return to Coldcard support for Bitcoin wallet troubleshooting.

Open

Report this connection issue

Report non-private Coldcard connection symptoms to PhraseWallet.

Open

Coldcard / Bitcoin wallet app Troubleshooting Checks

Coldcard / Bitcoin wallet app troubleshooting is safest when you separate display, sync, device, firmware, and recovery phrase concerns before changing wallet settings. Use official Coldcard support links for device-specific instructions.

USB power

Air-gapped workflow

Wallet software

SD card handoff

Device prompts

Coldcard Troubleshooting Checks

Use these checks to separate ordinary setup friction from wallet safety risk before you reset, restore, reinstall, or open wallet support portals.

PSBT direction

Separate unsigned PSBT export, Coldcard signing, signed PSBT import, and Bitcoin broadcast. Importing the wrong file makes signing look broken.

SD card handling

Card format, file location, filename, adapter reliability, and stale files can all interrupt an air-gapped signing or firmware workflow.

Bitcoin wallet context

Missing balances can come from xpub, script type, derivation path, account index, gap limit, wallet sync, or passphrase context.

Firmware source

Use verified official Coldcard firmware paths. Fake downloads and support pages may ask for seed words to complete a fake update.

Recovery phrase handling

Keep seed words offline and private. Do not photograph them, paste them into support, or use a validation page from an ad or message.

Transaction review

Read the Coldcard screen before signing. Reject unexpected destination, fee, coin selection, change address, or account context.

Likely Causes

Start with the most common causes before resetting the wallet, restoring from a recovery phrase, or trusting a support message.

Coldcard is being used in an air-gapped workflow where the wallet app expects exported files rather than a live USB session

The cable, port, adapter, or USB mode is not suitable for the attempted workflow

The device is locked, waiting for a menu choice, or not on the expected signing/export screen

The Bitcoin wallet app is using the wrong device import, account, derivation path, or connection method

Firmware or wallet software versions changed before retesting PSBT and export flows

A fake support page is asking for seed words, remote access, or a suspicious download

Recovery And Troubleshooting Steps

Step 1

Identify the intended workflow

Decide whether you are using USB, microSD, NFC if supported by your model, or fully air-gapped PSBT signing. The checks are different for each path.

Step 2

Check device state before restoring

Unlock the Coldcard, review the current screen, confirm the expected menu, and avoid reset or restore steps until backup readiness is clear.

Step 3

Retest the connection path

Try a known data-capable cable and direct port for USB, or a freshly formatted compatible microSD card for file transfer.

Step 4

Keep support boundaries clear

Connection troubleshooting should not require seed phrase entry, private keys, remote access, or a wallet validation page.

Coldcard / Bitcoin wallet app And Device-Specific Help

Bitcoin wallet app

Check whether the app expects a connected device, an exported skeleton wallet file, an xpub import, or a PSBT file exchange.

Coldcard device

Confirm the model, power source, unlock state, firmware screen, and whether the device is waiting for an export or signing prompt.

SD card workflow

If the issue appears during file transfer, troubleshoot card format, filename, PSBT location, and signed-file import separately from USB.

Coldcard Official Support Checklist

For official Coldcard help, downloads, updates, or contact options, use Coldcard's official portal and verified official channels. This page helps you prepare safe, non-private context before opening support portals.

Device model

Coldcard / Bitcoin wallet app version if known

Issue type

Screenshots without private info

Never include recovery phrase

Never include private keys

Coldcard Recovery Phrase Safety

No legitimate wallet guidance should need your recovery phrase.

A recovery phrase controls wallet restoration. Treat it as private self-custody information and review how phrases work before using any wallet.

Recovery Phrase Help What Is a Recovery Phrase?12 vs 24 Word Phrase

Report wallet issue

Describe Your Wallet Problem

Submit a non-secret wallet problem for moderated review and safer routing. PhraseWallet is independent and this is not official wallet support or emergency recovery assistance.

Never enter your recovery phrase, private key, password, PIN, or payment details.

Reports are reviewed before use and should include only device, app, country, and issue context.

FAQ

Common Coldcard Help Questions

Why is my Coldcard not connecting?+

Common causes include using an air-gapped workflow, wrong USB cable or mode, locked device state, wallet app import mismatch, SD card handoff problems, or firmware state.

Does Coldcard need to connect by USB to sign?+

Not always. Many Coldcard workflows use PSBT files moved by microSD card, so a missing live USB session may not be the real problem.

Should I reset Coldcard if it will not connect?+

Do not reset until recovery phrase and passphrase safety are clear and you have separated USB, app, SD card, and firmware causes.

Can support ask for my Coldcard seed phrase?+

No. Connection help should not require recovery words, private keys, PIN, passphrase, or remote access.