Use this KeepKey help page when the device is plugged in but the wallet app does not recognize it, detection loops, or setup cannot move past the device connection step.
Independent wallet security guidance. This site is not KeepKey.
KeepKey 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
A KeepKey wallet not detected problem usually involves USB data, app or browser permissions, stale wallet sessions, device authorization prompts, firmware state, or a local computer permission issue.
Common wallet topics include KeepKey wallet not detected, app recognition failure, browser permission problem, setup detection loop, USB data issue, or firmware state.
Never share your recovery phrase, seed phrase, private keys, or PIN.
Wallet topics
Use the broader connection checklist if the device disconnects or never reaches the app.
OpenPhysical USB issues can appear as wallet detection failures.
OpenDetection can fail when the device is in update or firmware recovery state.
OpenIf detection works but the restored account looks empty, move to balance and restore-context checks.
OpenFake detection pages often ask for recovery words or remote access.
OpenReturn to KeepKey wallet support for setup, recovery, and safety checks.
OpenReport non-private detection symptoms to PhraseWallet.
OpenKeepKey Client troubleshooting is safest when you separate display, sync, device, firmware, and recovery phrase concerns before changing wallet settings. Use official KeepKey support links for device-specific instructions.
Use these checks to separate ordinary setup friction from wallet safety risk before you reset, restore, reinstall, or open wallet support portals.
A cable can power a hardware wallet without carrying data. Test a known data-capable cable, direct port, and stable connector before changing wallet settings.
Windows device recognition and macOS accessory permission prompts can block detection until approved, completed, or followed by an app restart.
Close competing wallet apps, browser wallet tabs, and stale update windows before reconnecting so KeepKey client can own the device session.
After firmware or app updates, bootloader or update mode can be normal. Reconnect, approve prompts, reopen the trusted app, and let account discovery finish before restoring.
Derivation path, selected account, network, and stale app sync can make a restored KeepKey look empty before the wallet context is confirmed.
A missing balance can be selected account, network, token visibility, app sync, passphrase, or restore context rather than fund movement.
Verify backup readiness, official app source, firmware state, public address, account context, and reconnect steps before wiping the device.
Fake support DMs, copied installers, fake firmware downloads, remote-access offers, and recovery phrase requests are not valid fixes.
Match what you are seeing to the closest state first. The next safest step is usually a visibility, connection, or context check before reset or restore.
Issue state
A power-only cable, dock, unstable adapter, OS permission prompt, browser access issue, or another wallet app can block detection.
Next safest step: Use a known data-capable cable, direct port, trusted KeepKey client, and fresh app or browser session before resetting.
Issue state
Firmware or bootloader state can change how the computer sees KeepKey until the official update flow completes.
Next safest step: Finish official reconnect steps, keep USB stable, close stale sessions, and only then check balances.
Issue state
The app may be showing a different account path, network, restored phrase context, or stale sync state.
Next safest step: Compare a known public address, account path, selected network, and app refresh state before restoring again.
Issue state
A different phrase, derivation path, selected network, or app cache can make the restored view look empty.
Next safest step: Verify address context first; do not repeat restore until the display and sync checks are separated.
Issue state
Connection or firmware troubleshooting should not require seed words, copied clients, remote access, or support chat validation.
Next safest step: Leave that support path and prepare only non-private device, OS, cable, and error details.
Avoid these common shortcuts while you are narrowing the issue. Most wallet problems are clearer after connection, account, network, token, and update state are separated.
Common mistake
A disconnected or update-mode KeepKey cannot confirm the wallet context, account path, or restored address reliably.
Better step: Fix USB detection with a data-capable cable, direct port, trusted client, and stable app session before balance checks.
Common mistake
KeepKey can light up through a power-only cable while the computer and wallet app still cannot recognize it.
Better step: Swap to a known data cable and avoid hubs, docks, monitor ports, and loose adapters while testing.
Common mistake
A zero balance after restore can come from phrase mismatch, account path, selected network, or stale app sync.
Better step: Compare a known public address, account path, selected network, and app refresh state before another restore attempt.
Common mistake
Connection issues should not require copied wallet clients, unofficial firmware links, seed words, or remote access.
Better step: Use trusted KeepKey paths and prepare only non-private OS, cable, app, firmware screen, and error details.
Start with the most common causes before resetting the wallet, restoring from a recovery phrase, or trusting a support message.
Step 1
Test a data-capable cable and direct USB port first. Many detection failures are physical connection problems.
Step 2
Close the wallet app or browser tab, quit competing wallet extensions, reconnect KeepKey, and approve any device prompts on the KeepKey screen. If the issue began after firmware work, restart the app before repeating setup.
Step 3
If using a web or browser wallet path, check device permissions and supported browser behavior through official KeepKey instructions.
Step 4
Detection problems should not require your recovery phrase. Treat any phrase request during detection as a scam warning.
Step 5
Confirm backup readiness offline, verify the update source inside official software, keep USB stable, close competing wallet apps, and avoid copied installers or remote helpers.
Step 6
After firmware or app updates, restarting the app, reconnecting the device, approving prompts, and waiting for account discovery can be normal before balance checks are reliable.
Step 7
Compare a known public address, account type, derivation or passphrase context, selected network, and app sync state before entering the recovery phrase again.
Step 8
A zero balance, hidden token, stale account view, or delayed sync is a visibility problem until public address or transaction evidence shows funds moved.
Detection may pause until the device screen is unlocked or a request is approved.
Browser permissions and extensions can block hardware wallet recognition even when the USB cable works.
A stale app session or outdated wallet software can keep the device from appearing in the expected account view.
Bootloader or update mode can change how a hardware wallet appears to the computer. Follow official on-screen state instructions before reset or restore decisions.
After firmware, app updates, or restore work, re-open the app, approve device prompts, let account discovery finish, and check network or token display before reset steps.
For official KeepKey help, downloads, updates, or contact options, use KeepKey's official portal and verified official channels. This page helps you prepare safe, non-private context before opening support portals.
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.
Community reports
KeepKey troubleshooting reports often involve USB connection, wallet detection, firmware prompts, balance display, recovery planning, and fake support warnings. These examples avoid private wallet data and focus on the support pattern.
These examples are informational and reflect common user-reported wallet issues. Never share your recovery phrase, seed phrase, private keys, PIN, or wallet backup with anyone. Official wallet support should never ask for your recovery phrase.
“My KeepKey powers on, but the wallet app will not connect to it.”
Connection issues may involve charge-only USB cables, unstable hubs or adapters, device prompts, app state, firmware mode, or another wallet session using the device.
“The app says my KeepKey wallet is not detected even after reconnecting it.”
Detection problems often involve USB data, browser or app permissions, stale wallet tabs, device authorization prompts, or outdated wallet software.
“My KeepKey firmware update is stuck and I do not know if it is safe to continue.”
Firmware update problems can involve USB instability, update mode, app prompts, operating system permissions, or fake support pages exploiting update panic.
“KeepKey shows zero balance after reconnecting, but I expected funds to be there.”
Zero-balance displays may involve wrong account, network, stale wallet app sync, missing account after restore, or a different recovery phrase context.
Report wallet issue
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.
Common wallet issues
Use these maintained support paths to move from a symptom to the right setup, recovery, troubleshooting, or security help without sharing private wallet data.
Related problems
If this page is close but not exact, check these nearby support topics so the next step matches the failure pattern.
Use the KeepKey support hub for setup, connection, firmware, recovery, and security help.
Open helpShare non-private symptoms to help organize recurring KeepKey support problems.
Open helpAvoid remote helpers and anyone asking for recovery words, private keys, PIN, or wallet validation.
Open helpOfficial wallet support should never ask for your recovery phrase, seed phrase, private keys, PIN, wallet backup, screen sharing, or remote access. Verify downloads, QR tools, and update prompts on the official wallet site before acting.
Related troubleshooting
Move to the next closest KeepKey check only after the current issue type is clear.
Use the broader connection checklist if the device disconnects or never reaches the app.
OpenPhysical USB issues can appear as wallet detection failures.
OpenDetection can fail when the device is in update or firmware recovery state.
OpenReturn to the KeepKey hub for setup, recovery, balance, app, and safety paths.
OpenFAQ
Common causes include cable data problems, denied browser permissions, stale wallet tabs, competing apps, locked device prompts, firmware state, or outdated wallet software.
No. Detection is a device or app access issue. Balance display should be checked separately after the wallet connects.
No. Device detection should not require typing your recovery phrase into a website, chat, or support form.
Prepare operating system, browser or app used, device state, error text, cable/port tried, and screenshots without private data.
Common causes include phrase mismatch, passphrase or hidden-wallet context, derivation or account path, selected network, hidden tokens, stale sync, or imported accounts that need separate handling.
Updates can put the device in update mode, require reconnecting, reset app or browser permissions, delay account discovery, or leave balance data stale until the official app refreshes.
Use official KeepKey support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.