Use this Keystone support page when a companion wallet app does not detect the Keystone device, pairing does not complete, or recognition fails during setup or 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
A Keystone wallet not detected problem is commonly a pairing record, camera permission, QR scan, firmware mode, device prompt, or wrong wallet-account context issue.
Common wallet topics include Keystone wallet not detected, app recognition problem, QR pairing issue, device prompt problem, firmware state issue, or Keystone app detection failure.
Never share your recovery phrase, seed phrase, private keys, or PIN.
Wallet topics
Use broader connection checks if detection is one part of the problem.
OpenIf detection works but signing does not, focus on QR signing flow.
OpenIf the wallet is detected but assets are missing, troubleshoot account and token display.
OpenFirmware state can affect whether apps recognize the device.
OpenReturn to Keystone wallet support for broader troubleshooting help.
OpenReport non-private app and device recognition 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
Check the app source and Keystone official access path before pairing. Fake apps can look normal until they ask for recovery words.
Step 2
Detection can fail when the app expects a pairing QR but the device is showing a signing QR, setup prompt, or firmware screen.
Step 3
Allow camera permissions, remove stale pairing attempts only when you understand the effect, and retry from the correct hardware wallet screen.
Step 4
If the app detects a wallet but assets look wrong, switch to balance and network troubleshooting instead of repeating setup.
Confirm app version, active wallet, camera access, selected network, and whether the wallet was imported, paired, or opened watch-only.
Charge the device, unlock it, review the current screen, and follow model-specific prompts without entering the recovery phrase online.
Scan the correct QR code in the correct direction for the current task: pairing, unsigned transaction data, or signed transaction data.
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 blocked camera permission, stale pairing records, wrong device screen, old app or firmware state, or using the wrong wallet context.
No. Detection problems are usually local app, device, or pairing issues. Check address and network separately before assuming funds moved.
No. Detection should not require typing your recovery phrase into a website, chat, unverified app prompt, or support form.
Device model, phone or computer model, app version, current step, error text, and screenshots without private information are safer than private keys or seed words.
Use official Keystone support links for device-specific support, and keep private wallet recovery data offline while you troubleshoot.