Use this Keystone troubleshooting page when the hardware wallet will not connect through QR pairing, the companion app cannot complete handoff, or the device is not ready for signing.
Independent wallet security guidance. This site is not Keystone.
Keystone 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
Keystone not connecting is usually caused by app pairing context, camera or QR scan conditions, locked device state, firmware readiness, wrong network or account, or an unsafe cloned support path.
Common wallet topics include Keystone not connecting, QR pairing problem, app handoff failure, device connection issue, wallet access problem, or fake Keystone support warning.
Never share your recovery phrase, seed phrase, private keys, or PIN.
Wallet topics
Use detection-specific checks if the app cannot recognize the Keystone wallet.
OpenIf the connection issue happens while signing, troubleshoot QR handoff and approval flow.
OpenFirmware state can affect pairing and device readiness.
OpenDo not reset or restore until recovery phrase safety is clear.
OpenReturn to Keystone wallet support for setup, QR signing, firmware, and balance help.
OpenReport non-private Keystone connection symptoms to PhraseWallet.
OpenKeystone device troubleshooting is safest when you separate display, sync, device, firmware, and recovery phrase concerns before changing wallet settings. Use official Keystone 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
Start from Keystone's official site or verified app path, then confirm the active wallet account and network before pairing from any QR code.
Step 2
Lock and unlock the device, close and reopen the app, check camera permissions, and retry the QR flow before resetting or restoring.
Step 3
Clean the phone camera and Keystone screen, raise brightness, avoid glare, keep the full QR visible, and scan the code expected for that exact step.
Step 4
Charge the device and verify firmware guidance through official Keystone sources. Do not enter recovery words into any update, sync, or support page.
Check app version, camera permission, selected wallet, network, and whether the app expects pairing data or signed transaction data.
Confirm the device is unlocked, charged, showing the expected QR screen, and not blocked by setup, firmware, or confirmation prompts.
If connection fails only during signing, separate pairing problems from unsigned QR scan, on-device approval, and signed QR broadcast steps.
For official Keystone help, downloads, updates, or contact options, use Keystone'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
Keystone troubleshooting reports often involve QR pairing, firmware prompts, companion app account display, recovery planning, balance visibility, 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.
“My Trezor is connected by USB, but Trezor Suite does not recognize it.”
Connection issues may involve USB cable type, bridge or web permissions, outdated firmware, browser support, or device authorization prompts.
“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 Keystone support hub for QR pairing, firmware, balance, recovery, and transaction signing help.
Open helpShare non-private symptoms to help organize recurring Keystone 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 QR pairing context, camera permissions, glare, locked device state, firmware prompts, battery level, or using the wrong wallet account.
Do not reset until you have confirmed recovery phrase safety and tried app, permission, battery, QR, and firmware checks.
No. Connection troubleshooting should not require sharing or typing your recovery phrase, private key, PIN, or screen access.
Device model, app version if known, phone model, connection step, exact error, and steps tried. Never include seed words or private keys.
Use official Keystone support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.