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.
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.
Use a data-capable cable, confirm computer permissions, avoid untrusted browser prompts, and check whether the official app recognizes the device before restoring anything.
Handle firmware updates only through verified official software. A firmware prompt should not require typing seed words into a website, chat, or support form.
Zero balance or missing transactions can come from the wrong account, network, passphrase, derivation path, sync delay, or exchange withdrawal still pending.
Keep the phrase offline and private. Do not photograph it, paste it into support, or use a recovery check page from an ad, email, DM, or search result.
Read the device screen carefully before approving. If the destination, network, fee, or contract request is unexpected, reject and investigate first.
Avoid remote access, paid recovery, messaging-app helpers, fake live chat pages, and anyone asking to be added to your wallet or computer.
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.
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.
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.
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 support paths to move from a symptom to the right setup, recovery, troubleshooting, or security help.
Related problems
If this page is close but not exact, check these nearby support topics.
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, or wallet backup. Verify downloads and update prompts on the official wallet site.
FAQ
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.
Use official KeepKey support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.