Trezor not connecting
“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.
Independent wallet support
Keystone QR Signing Problem? Transaction Help
Use this Keystone QR signing support page when unsigned transaction QR codes will not scan, signed QR codes will not broadcast, or approval details do not match what you expected.
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
- 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.
Keystone wallet guidance
A Keystone QR signing problem is usually caused by scan direction, screen brightness, camera focus, app permissions, wrong network, oversized transaction data, firmware state, or an unsafe transaction request.
Common wallet topics include Keystone QR signing problem, QR scan failure, unsigned transaction QR, signed QR broadcast issue, transaction approval problem, or Keystone signing error.
Never share your recovery phrase, seed phrase, private keys, or PIN.
Wallet topics
Common Keystone Help Topics
Keystone not connecting
If QR signing fails during app/device connection, start with connection checks.
OpenKeystone wallet not detected
If the app cannot recognize the device before signing, troubleshoot detection.
OpenKeystone balance not showing
If the transaction is for an asset not visible in the app, check token and network display.
OpenKeystone firmware update problem
Firmware state can affect QR signing and device readiness.
OpenKeystone support hub
Return to Keystone wallet support for QR, app, and recovery help.
OpenReport this QR signing issue
Report non-private QR signing symptoms to PhraseWallet.
OpenKeystone device Troubleshooting Checks
Keystone 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.
Unsigned QR
Signed QR
Camera focus
Transaction review
Broadcast step
Keystone Troubleshooting Checks
Use these checks to separate ordinary setup friction from wallet safety risk before you reset, restore, reinstall, or open wallet support portals.
USB and browser path
Use a data-capable cable, confirm computer permissions, avoid untrusted browser prompts, and check whether the official app recognizes the device before restoring anything.
Firmware safety
Handle firmware updates only through verified official software. A firmware prompt should not require typing seed words into a website, chat, or support form.
Balance display confusion
Zero balance or missing transactions can come from the wrong account, network, passphrase, derivation path, sync delay, or exchange withdrawal still pending.
Recovery phrase handling
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.
Transaction review
Read the device screen carefully before approving. If the destination, network, fee, or contract request is unexpected, reject and investigate first.
Fake support risk
Avoid remote access, paid recovery, messaging-app helpers, fake live chat pages, and anyone asking to be added to your wallet or computer.
Likely Causes
Start with the most common causes before resetting the wallet, restoring from a recovery phrase, or trusting a support message.
The app is scanning signed data when the device expects unsigned transaction data, or the direction is reversed
The phone camera or Keystone screen is dim, dirty, blurry, cropped, or affected by glare
The selected network, account, token, or transaction data does not match the hardware wallet context
The transaction has too much data, a contract approval, or a signature request that needs careful review
The app or device firmware state is outdated or not ready for that QR workflow
A phishing site is asking for a dangerous signature or approval while posing as support
Recovery And Troubleshooting Steps
Step 1
Confirm the QR direction
Follow the exact Keystone flow: app shows unsigned data for the device to scan, then the device shows signed data for the app to scan and broadcast when appropriate.
Step 2
Improve scan conditions
Increase brightness, clean screens and camera lenses, avoid reflections, hold steady, and keep the entire QR code visible.
Step 3
Review transaction details on device
Reject the request if the destination, network, token, amount, fee, or contract permission does not match your intent.
Step 4
Separate signing from balance issues
If signing fails because the wrong account or network is selected, fix account and token context before retrying approvals.
Keystone device And Device-Specific Help
Companion app
Check camera permission, selected wallet, selected network, transaction status, and whether the app is waiting for signed QR data.
Keystone device
Confirm the device is unlocked, showing the intended scan or signed QR screen, and displaying transaction details you recognize.
Firmware and update state
If QR signing broke after an update prompt, verify official firmware state and app version before restoring or resetting.
Keystone Official Support Checklist
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.
Device model
Keystone device version if known
Issue type
Screenshots without private info
Never include recovery phrase
Never include private keys
Keystone 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.
Community reports
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.
KeepKey wallet not detected
“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.
Ledger Live not detecting device
“Ledger Live does not detect my device even though it is plugged in.”
Connection problems may involve USB cables, browser or device permissions, outdated Ledger Live versions, drivers, firmware status, or using a charge-only cable.
KeepKey showing zero balance
“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
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.
Common wallet issues
Common Wallet Issues
Use these support paths to move from a symptom to the right setup, recovery, troubleshooting, or security help.
Keystone not connectingOpen troubleshooting helpKeystone wallet not detectedOpen troubleshooting helpKeystone firmware update problemOpen troubleshooting helpKeystone balance not showingOpen troubleshooting helpKeystone recovery phrase helpOpen troubleshooting helpKeystone QR signing problemOpen troubleshooting help
Related problems
Related Wallet Problems
If this page is close but not exact, check these nearby support topics.
Keystone support hub
hubUse the Keystone support hub for QR pairing, firmware, balance, recovery, and transaction signing help.
Open helpReport a Keystone issue
reportShare non-private symptoms to help organize recurring Keystone support problems.
Open helpFake support warning
scamAvoid remote helpers and anyone asking for recovery words, private keys, PIN, or wallet validation.
Open helpAvoid fake wallet support
Official 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.
Fake firmware download pages
Recovery phrase validation scams
Support chats asking for seed words
Remote access requests during wallet troubleshooting
FAQ
Common Keystone Help Questions
Why will my Keystone QR code not scan?+
Common causes include wrong QR direction, glare, low brightness, camera focus, cropped QR codes, app permissions, wrong network, or firmware/app state.
Why does the app not broadcast after scanning signed QR?+
The signed data may not match the selected network or account, the transaction may be stale, or the app may need a safe refresh before broadcast.
Should I approve a Keystone QR request I do not recognize?+
No. Reject unexpected destinations, contract approvals, token permissions, or signature requests and investigate before trying again.
Can QR signing troubleshooting require my recovery phrase?+
No. QR signing should not require sharing or entering recovery words, private keys, PIN, or remote access.
Related Wallet Guidance
Need Official Keystone Next Steps?
Use official Keystone support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.