Frequently asked
questions.

Your coins live on the blockchain, not on the device, so a missing balance is almost always something the app is not showing yet: another Bitcoin or Litecoin address type, a chain with no balance found, or the balance server being unreachable. KeepKey Desktop has an Audit tool that scans for funds and can hand the results to support. Never type your recovery phrase into another app to “check”. Step by step: My coins are missing or show 0.

This usually means another program is holding the device or the connection needs a restart. You do not need Zadig or extra drivers. Fixes in order: Stuck on “Searching for KeepKey”.

Your old KeepKey still works. Install KeepKey Desktop from keepkey.com/desktop, remove old KeepKey or ShapeShift desktop apps, then update the bootloader first and the firmware second inside the app. Have your recovery phrase with you, but never type it into a computer. Guide: Coming back to an old KeepKey.

Yes. KeepKey Desktop is the current app, and some versions still show the older name “KeepKey Vault”. Download it only from keepkey.com/desktop. More: KeepKey docs FAQ.

Wrong PINs never wipe your KeepKey; the device just makes you wait longer after each failed try. If you choose to wipe it, only the keys on the device are removed; your coins stay on the blockchain. You get them back by recovering with your recovery phrase (and your passphrase, if you used one), so check that your written words are complete first. Guide: Forgot KeepKey PIN.

Install the latest version from keepkey.com/desktop; recent versions fix launch crashes on Intel Macs. KeepKey Desktop needs Windows 10 or later (64-bit), macOS 13 or later, or 64-bit Linux. Guide: KeepKey Desktop won’t open.

Open a support ticket at keepkey.com/support. The chat starts with an AI assistant; open a ticket there and the KeepKey team replies by email. If you can’t use the ticket form, email support@keepkey.com. KeepKey will never ask for your recovery phrase, passphrase or PIN. More: Contact KeepKey support.

One year from the date of purchase. To make a claim, email support@keepkey.com with your proof of purchase. Full terms: KeepKey limited warranty.

Connect your KeepKey and open KeepKey Desktop. The app walks you through generating a new seed or recovering an existing wallet step by step.

Open KeepKey Desktop, select "Recover Wallet," and enter your 12- or 24-word recovery phrase using the scrambled keyboard on your KeepKey’s screen. Full guide: KeepKey Device Recovery.

Connect your device, open KeepKey Desktop, and follow the on-screen update prompt. On a KeepKey that hasn’t been used in years, the bootloader is updated first and the firmware second. Guides: Updating firmware and Updating an older KeepKey.

Yes. KeepKey released firmware 7.14.1 in June 2026 and KeepKey Desktop 1.5.8 in September 2026, and the hardware wallet is sold at keepkey.com/store. Release history and details: Is KeepKey still supported?

Open KeepKey Desktop and use Swap. Swaps are routed across THORChain, Mayachain, Relay, 0x, ChainFlip and ShapeShift — no KYC, no account — and you confirm each trade on your KeepKey. Guide: Swaps in KeepKey Desktop.

Try a different USB cable (some only charge), another port, and close other wallet apps that may be using the device. You don’t need extra drivers. Step-by-step for Windows, Mac and Linux: Troubleshooting.

Your funds are on the blockchain, not the device. Recover on a new KeepKey (or any BIP39-compatible wallet) with your 12- or 24-word recovery phrase, plus your passphrase if you used one. Guide: KeepKey Device Recovery.

Unfortunately, there is no way to recover your wallet without the recovery phrase. This is why securely backing it up on paper and storing it in a safe place is critical.

You can reproduce the build from source and compare hashes. Guide: Verifying KeepKey Firmware.

Yes. Private keys are generated and stored on the device and never exposed to your computer. Guide: 5 Myths About Hardware Wallets.

Yes. Guide: Storing Bitcoin with Multisig with Your KeepKey and Electrum.

Use a BIP39 passphrase for an extra layer of protection. Guide: BIP39 Passphrase and Physical Attack Protection.

Yes. Install the KeepKey browser extension for Chrome, keep KeepKey Desktop running, and connect to Uniswap like any web3 wallet. You confirm every transaction on your KeepKey.

Yes. KeepKey Desktop exposes a local REST API on port 1646. Guide: Understanding the KeepKey REST API.