OneKey Privacy Policy

1. Overview

OneKey respects user privacy. This Privacy Policy explains what information may be processed when you visit the website, download or use apps, browse the Help Center, submit a ticket, participate in activities or contact support.

We aim to process information only when it is reasonably necessary to provide functions, support services, improve compatibility, maintain service integrity or comply with applicable obligations. We do not need recovery phrases, private keys or wallet passwords for normal support.

2. Information we may collect

2.1 Information you provide

When you create an account, subscribe to updates, submit a ticket, join an activity, apply for cooperation, fill out a form or contact us, you may provide your name, email address, contact details, region, device model, screenshots, order information, messages and other materials you choose to share for support.

2.2 Device and app environment information

When you visit the website or use an app, we may process basic environment information for compatibility checks, troubleshooting and service operation, such as browser type, operating system version, app version, device type, crash log summaries, network information, language settings, access time and interaction source.

2.3 Logs and diagnostic information

To identify errors, improve stability and prevent misuse, we may process service logs, error reports, performance metrics, page paths, download request records, ticket status records and operational event logs. This information is mainly used to locate issues and improve product quality.

2.4 Public blockchain information

Some asset addresses, transaction hashes, on-chain records and public contract calls are public blockchain data and may be viewable through block explorers. Even when such information is not actively collected by us, you should manage address associations and identifiable activity carefully.

• We do not use public blockchain data for profiling beyond what is reasonably related to service needs.
• Different functions may rely on public blockchain information, such as asset lookup, transaction broadcasting and history display.
• If you voluntarily connect an address with an email, ticket or identity-related information, that may increase the association between the address and you.

3. How information may be used

We may process information to provide website and app functions, support downloads and updates, respond to support requests, verify orders and after-sales needs, identify abnormal behavior, improve compatibility and performance, analyze product usage trends and comply with applicable obligations.

3.1 Providing and maintaining services

For example, we may display page content, provide download links, help with device connection, provide firmware information, respond to tickets and locate app errors when needed.

3.2 Maintaining service integrity

For example, we may identify abnormal access, download abuse, automated requests, harmful requests, public interface misuse and other activity that may affect service stability.

3.3 Improving product experience

We may use aggregated behavior data, crash reports and support topic trends to improve page structure, download flows, update prompts, compatibility guidance and Help Center content.

3.4 Communication and notices

When you agree to receive notices, we may send product updates, important service notices, release information, service announcements or order-related messages. You may unsubscribe from certain marketing communications where available.

4. Cookies and similar technologies

We may use cookies, local storage, pixel tags, cache identifiers and similar technologies to maintain site functions, improve performance and understand page usage. These technologies may help remember language preferences, count page visits, reduce repeated prompts or support session-level functions.

• Necessary technologies: used to maintain core page functions and service operation.
• Performance technologies: help us understand page loading, device compatibility and common interaction paths.
• Preference technologies: help remember language, region or display preferences.

You can manage cookies through browser settings, but disabling certain necessary technologies may affect some pages or features.

5. Third-party services and external links

OneKey pages may include third-party services, external payment channels, block explorers, app stores, social media entries, ticket systems, analytics services or partner resources. After clicking such links, you may enter an environment controlled by a third party with different privacy practices.

When you download an app through a third-party store, purchase through a payment service, interact on social media or submit requests through an external support system, you may also be subject to the third party's terms and privacy policy. We recommend reviewing those policies separately.

6. Storage, retention and deletion

We retain relevant information for as long as reasonably necessary for the purposes described, unless a longer period is required by law or needed for disputes, operational events, after-sales requests or compliance obligations. Retention periods may vary by data type, use case and legal requirement.

6.1 Retention logic

• Support and ticket data: usually retained for a reasonable period to follow up on prior issues and service quality.
• Operational logs: may be retained for a longer period for audit and abuse-prevention needs.
• Marketing communication records: may be deleted or anonymized after unsubscribe or after a reasonable retention period.

6.2 Deletion and anonymization

Where applicable, we may delete, de-identify or anonymize personal information that is no longer needed. Public blockchain data generally cannot be deleted by a single party.

7. Data protection measures

We use reasonable technical and organizational measures to protect information, such as access controls, least-privilege practices, encrypted communications, log audits, supplier review, monitoring, issue remediation and operational separation where needed. No internet transmission or storage system can be guaranteed in all circumstances.

You should also follow basic protection practices, such as keeping devices under your control, updating apps and firmware, not sharing recovery phrases, reviewing download sources and avoiding sensitive wallet actions in public environments.

8. User rights and choices

Depending on applicable laws and regional rules, you may have rights to access, correct, delete, restrict processing, object to processing, withdraw consent, obtain a copy or file a complaint. The scope of these rights may vary by region, use case and legal framework.

8.1 What you can usually do

• Ask whether certain information is processed and for what purpose.
• Request correction of inaccurate or incomplete information.
• Request deletion of information that is no longer necessary, where applicable.
• Unsubscribe from marketing notices or adjust communication preferences.
• Use support or ticket channels to learn more about privacy request options.

To protect users and prevent unauthorized requests, we may ask for reasonable verification before processing certain requests.

9. Children and minors

Our products and services are generally intended for users who can understand and manage digital-asset related responsibilities. If you are a minor, use the services with the knowledge and guidance of a guardian. If we learn that minor-related information was submitted without appropriate authorization, we will take reasonable steps where applicable.

10. International transfers

Because OneKey services, infrastructure, partners, support systems and users may be distributed across multiple countries or regions, relevant information may be transferred and processed in different jurisdictions. Where this occurs, we aim to use appropriate measures to protect information during transfer and processing.

11. Policy updates

We may update this Privacy Policy from time to time as product features, legal requirements, service methods and compliance obligations change. If updates involve material changes, we may provide notice through the page, app notices, announcements or other reasonable channels.

Continued use of relevant services generally indicates that you have read and understood the updated policy. If you do not agree with an update, you should stop using the relevant services and contact us through an appropriate channel.

12. Contact us

If you have questions about this Privacy Policy, personal information processing, a data request, ticket handling or related service matters, you can contact us through the OneKey Help Center, ticket channel or other available support entry. To improve handling efficiency, provide necessary background but do not submit recovery phrases, private keys or other wallet-control information.