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FAQ

General Queries​

How to Receive Assets on Keystone

Keystone defaults to displaying the main network for each ecosystem. What does this mean? Taking Ethereum as an example, within this ecosystem, there are various networks, with the main network being Ethereum. EVM-compatible chains include BSC, Polygon, Avalanche, etc. Keystone only displays the primary currency - ETH - on the main network.

You can receive assets from BSC, AVAX, and other EVM-compatible chains using the same ETH address because their addresses are identical.

Keystone Doesn't Display Balance

Keystone is an offline device and requires an online connection to update balance information.

To check your balance, send assets, or access additional features, we recommend connecting Keystone with compatible third-party wallets.

For tutorials on connecting to software wallets, please refer to the official website: https://guide.keyst.one/docs/category/3rd-party-wallets.

Sent Assets to Keystone But Haven't Received Them
  1. Check if the transaction ID is confirmed on the blockchain explorer.
  2. Verify if the receiving address is a Keystone address, even its uppercases or lowercases.
  3. Connect to the corresponding software wallet to check the balance. Tutorial: https://guide.keyst.one/docs/connecting-software-wallets-to-keystone.
How to Maintain Battery Health

To prevent such occurrences, it's advisable to avoid exposing the device to extreme temperatures (high or low).

We recommend users enable the "Auto Shutdown" feature to prevent frequent battery depletion, which can help prolong battery life.

There's a small probability that leaving the device unused for an extended period may cause it to fail to start up normally. Typically, when the device remains unused for a long time, it may shut down automatically to prevent over-discharge once the voltage drops below a certain threshold, which helps prevent battery damage and ensures it can still power on.

Software Wallet Related​

Is it Necessary for Keystone to Connect to a Software Wallet?

Yes, you must connect to a software wallet to view your balance because it requires an online connection to retrieve on-chain information and display the corresponding address/account balance.

As a hardware wallet, its primary function is to store the seed phrase and sign transactions securely offline. This approach enhances security by ensuring that the seed phrase remains offline at all times.

For more details you may refer to the blog: Ever Wondered What Your Hardware Wallet Inputs and Outputs?

Keystone 3 Pro No Longer Supports Companion App

Starting from the Keystone 3 Pro, we no longer support the Companion app to enhance user security.

We have integrated numerous excellent third-party wallets such as Metamask and OKX Wallet to assist you in managing your assets with enhanced features and benefits.

You can refer to this tutorial on how to connect third-party software wallets to Keystone: https://guide.keyst.one/docs/category/3rd-party-wallets.

Rest assured that Keystone products still ensure the security of your assets, as every transaction must be signed by the Keystone hardware wallet.

MetaMask Shows First Three Addresses as Grayed Out

This occurs because your MetaMask and Keystone have the same seed phrase. To resolve this issue, you need to clear the data on MetaMask and then reconnect it with Keystone.

However, it's not recommended to import your MetaMask seed phrase into Keystone, as doing so poses risks of exposure online. Instead, it's advisable to create a new set of seed phrases on Keystone, which is done entirely offline. Connecting Keystone with MetaMask without importing the seed phrase online is the best practice for ensuring security and privacy.

What Information is Transferred When Keystone Connects to a Software Wallet, and Does it Compromise Private Keys?

When Keystone initially connects to a software wallet, its QR code doesn't contain your private key. Instead, it generates an extended public key and transfers it to the software side. This allows the hardware wallet to derive new addresses without needing to connect to the software wallet. In other words, while the private key can generate an extended public key, the extended public key transmitted to the software wallet cannot be reversed to derive the private key, significantly enhancing security and privacy.

Why is it NOT recommended to import my seed phrase from MetaMask (or other software wallets) to Keystone?

It is not advisable to import the seed phrase from MetaMask or other software wallets directly into Keystone. This is because the seed phrase becomes vulnerable to hacker attacks once exposed to the internet, which could lead to the loss of your assets.

To enhance the security of your assets with Keystone and MetaMask, we recommend following these steps:

  1. Generate a seed phrase with Keystone and securely store it offline.
  2. Create a new wallet with MetaMask, serving as the dummy wallet and intermediary with Keystone since MetaMask does not support direct syncing with hardware wallets.
  3. Connect MetaMask with Keystone through the "Connect hardware wallet" option by tapping the avatar.
  4. Now you can safely store, buy, send, convert, and swap crypto tokens with MetaMask without exposing your hardware wallet's seed phrase.

Remember, your seed phrase is the key to your crypto funds, so never share it with anyone, including Keystone.

Firmware Upgrades​

Recommended SD Card Specifications

Consider using a different brand of product, such as the KIOXIA microSDXC card 64GB (KCA-MC064GS), for optimal performance.

Inconsistent Checksum

Please note that there are two checksum features in the device: Source Code verification and Firmware verification. These features are designed to authenticate the legitimacy of firmware files and ensure security and authenticity.

USB Upgrade Failure
  • Ensure the USB connection switch is turned on and click "Approve" in the device popup after inserting the USB to proceed with the update on the official website.
  • Use the latest version of Google Chrome to browse the firmware package.
  • Verify that your wallet device version is 1.0.4 or higher before proceeding with the USB upgrade.
SD Card Upgrade Failure
  • Verify if the Micro SD card is formatted in FAT32.
  • Confirm if the file name of "keystone3.bin" is accurate.
  • Ensure the file is stored in the correct location, specifically the root directory rather than a subdirectory.

Recovery​

lf my Keystone is lost or broken, how do I retrieve my assets?

You have the ability to retrieve all of your funds by entering your seed phrase into any wallet that supports BIP39. We recommend immediately importing your seed phrase into a new wallet and transferring your funds to a new address as soon as possible. Additionally, you can also seek assistance from the police.

Keystone Pro users do not need to panic as the device has a built-in self-destruct mechanism that will activate once anyone attempts to physically hack the device. This feature is valid only for 2 years after the date of purchase.

Precautions:​

Each wallet brand uses a distinct derivation path, and importing a recovery phrase into a different brand's wallet may cause certain assets on parts of the addresses to remain hidden and unmanageable. Therefore, if you lose or break your Keystone, we suggest you recover it first with a wallet following the same derivation path as Keystone.

To ensure a smooth recovery process, please be aware of Keystone's specific derivation path. If you have any further inquiries or concerns, please do not hesitate to submit a request to Keystone Support. Our administrators will respond to your request as soon as possible.

Can Ledger seed phrase be Imported?

Yes, they can be imported. Please refer to the tutorial for guidance: Import or Create Wallet. It's important to note that the compatibility of recovery depends on whether the seed phrase standards, root key algorithm, and derivation path are the same or not, etc. While Keystone typically follows commonly used paths on each chain for asset recovery in case the device is unavailable, there might be differences between Ledger and Keystone algorithms.

Currently, BTC paths are consistent, and Ethereum is compatible with Ledger paths, but other paths may differ, potentially resulting in the inability to recover assets on other chains.