Hardware wallet setup
Learn how to activate a device, create a wallet, verify the recovery phrase and connect the OneKey App.
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Find practical guidance for OneKey hardware wallet setup, recovery phrase backup, app downloads, firmware updates, transaction status, supported assets and account display.
Set up a OneKey hardware wallet
Restore a wallet with a recovery phrase
Download and install OneKey App
Update OneKey firmware
OneKey transaction pending
View supported coins and networks
Browse by topic
Choose a topic to find setup steps, recovery guidance, app installation help, firmware update notes, transaction support and asset display answers.
Recovery phrase and wallet restore
Understand how to record recovery information, restore an existing wallet and move to another compatible device.
App downloads and connection help
Find help for macOS, Windows, iOS, Android, browser extension installation and device connection workflows.
Common support questions
Each group answers a real user task, from device setup and app installation to firmware updates, transaction status and supported assets.
Set up a OneKey hardware wallet
Use this section when setting up a OneKey device for the first time, creating a new wallet or pairing the device with the app.
How to initialize a OneKey hardware walletHow to use OneKey for the first timeOneKey wallet creation guide
How do I initialize a OneKey hardware wallet?
For first use, power on and activate the device, create a new wallet, record and verify the recovery phrase, and then pair the device with the OneKey App.
What should I prepare before using OneKey?
Prepare a quiet environment, a stable connection, enough device battery and a physical place to record the recovery phrase offline.
Why should I verify the recovery phrase?
Recovery phrase verification confirms that you recorded the restore information completely and in the correct order before using the wallet.
Recovery phrase and wallet restore
Use this section to understand recovery phrase backup, restoring an existing wallet and moving wallet access to another compatible device.
Restore a wallet with a recovery phraseRestore on another deviceWallet restore guide
What if my recovery phrase is unavailable?
If the recovery phrase is unavailable and no valid backup exists, wallet access usually cannot be restored. Complete an offline, accurate backup during setup.
Can I restore my wallet on another OneKey device?
Yes. If the recovery phrase is complete and available, you can usually restore the wallet on another compatible device or wallet environment.
How do I restore an old wallet to a new device?
Choose the restore option on the new device, enter the recovery phrase in order, and then reconnect the account view in OneKey App.
App download, connection and extension help
Use this section for OneKey App installation, desktop connection, mobile setup and browser extension installation questions.
Download and install OneKey AppOneKey device connection helpBrowser extension installation help
What should I do if OneKey App will not download?
Check the download entry, operating system version, network connection, browser restrictions and app store availability for your region.
What should I check if the device does not connect to a computer?
Check whether the cable supports data transfer, the USB port works, the device is unlocked and the computer allows external device access.
What should I do if the browser extension will not install?
Confirm that your browser version is supported, then check extension store access, browser cache and possible extension conflicts.
Firmware update troubleshooting
Use this section when a firmware update cannot complete, takes longer than expected or needs another update attempt.
Update OneKey firmwareOneKey firmware update stuckOneKey firmware update guide
What should I do if a firmware update fails?
Check battery level, network connection, cable quality and the update entry point. Reconnect the device and try the update again.
What should I do if a firmware update appears stuck?
Avoid repeatedly disconnecting the device. Wait for a while, then follow the update process again if there is no progress.
What should I do after an update if the device behaves unexpectedly?
Restart the device, reconnect the app and check whether the firmware version is displayed correctly. Submit a ticket if the issue continues.
Transaction status, Gas fees and signing
Use this section for pending transactions, signing prompts, Gas fee review and broadcast-related questions.
OneKey transaction pendingOneKey signing issueHigh Gas fee review
What should I do if a transaction is pending?
Check the transaction hash in a block explorer and review network congestion, fee settings and node status before deciding the next step.
Why did signing fail?
Common causes include a locked device, network request errors, unsupported parameters, outdated firmware or app versions, or an incompatible dApp request.
How should I review a high Gas fee?
Review the network condition, transaction type and current Gas market before confirming, especially on EVM networks.
Supported coins, networks and asset display
Use this section to understand supported coins, supported networks, token display and account view questions.
View supported coins and networksToken not showing in OneKeyAsset display help
Which coins and networks does OneKey support?
OneKey supports many major networks and token assets. Actual support depends on the current app version, firmware and network integrations.
What should I do if a token is not showing?
Check whether the selected network, address and account are correct, and whether the token needs to be added manually or refreshed.
Why do assets look different after switching networks?
Assets can appear different when you switch networks or accounts. Return to the correct network and account view, then refresh the asset list.
Orders, shipping and warranty
Use this section for order status, shipping timelines, after-sales help and hardware wallet warranty questions.
Check OneKey order statusOneKey shipping timelineOneKey warranty policy
How long does shipping usually take after purchase?
Shipping time depends on inventory, regional warehouse status and payment confirmation. Campaign periods or new product launches may affect timing.
How do I check my OneKey order?
Check the order confirmation email, payment record or support channel. Submit a ticket with order details if you need additional help.
Does a OneKey hardware wallet have a warranty?
Warranty coverage usually depends on the purchase channel, device condition and current policy. Submit details for support review when needed.
dApp connection, approvals and signing prompts
Use this section for dApp connection, wallet approval and signing prompt questions across supported browser and app workflows.
OneKey dApp connection helpWallet approval not respondingSigning prompt not showing
What should I do if a dApp connection fails?
Check whether the selected network matches the dApp, the browser extension is enabled, the request is visible and the dApp supports the wallet environment.
Why is a wallet approval not responding?
Common causes include blocked requests, extension state issues, a locked device or an expired session. Refresh the page and reconnect first.
What should I do if the signing prompt does not appear?
Check browser pop-up settings, extension status, app connection and hardware wallet connection, then reconnect the session and try again.
Address review, receiving and network selection
Use this section to review receiving addresses, selected networks, Memo or Tag fields and transaction details before or after a transfer.
Receiving status helpNetwork selection reviewAddress review guide
What should I check if a received transfer is not showing?
Check whether the transaction hash is confirmed, then review the receiving address, selected network and any Memo or Tag fields.
What should I do after selecting the wrong network?
The next step depends on address control, network compatibility and the receiving platform. Contact the receiving platform when needed.
How should I review an address before sending?
Review the address prefix and suffix, network name and asset type on a trusted screen before sending, especially for larger transfers.
Still need help?
If your question is not covered above, download the OneKey App, check the relevant guide or submit a ticket with device and app details.
