Question 1

What if there aren’t enough letters when assembling Tablet/Tablet Plus?

Accepted Answer

The 4 sheets of metal letters included are designed according to BIP39 seed phrase probabilities. In rare cases, a letter may be unavailable. You can:{br}{br}1. Use interchangeable letters: b - q, d - p, n - u{br}2. Use the blank side of a letter tile{br}3. Generate a new seed phrase set and assemble again

Question 2

Can it be delivered to my country?

Accepted Answer

1. Check for region availability{br}Refer to the map below which contains all the available countries we ship to {shippingRegion}{br}{br}2. Product availability{br}The Keystone Tablet Punch and Keystone Wallet Pouch are unavailable for shipment to some countries. You may have success placing an order if you remove these items from your cart.

Question 3

Return & Refund Policy

Accepted Answer

Keystone has a 15-day return policy, which allows the buyer to request a refund and return the products within 15 days of receiving them. To qualify for a refund, the products must be in the same condition as when the buyer received them and must be in their original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.{br}{br}For more details, please refer to the link provided: {salesTermsAndConditions}

Question 4

Why is it necessary to update the firmware using a MicroSD card?

Accepted Answer

Executing firmware updates via a SD card is more secure because it reduces the risk of online attacks. The SD card is a physical device that is not connected to the internet, making it less vulnerable to hacking.{br}{br}In contrast, methods such as Bluetooth rely on wireless communication and are more susceptible to interception or spoofing. Studies have also shown that hardware wallets which use SD cards for updates have a lower count of security breaches compared to those that use other methods.

Question 5

Is it possible to import a seed phrase generated by a different wallet into Keystone?

Accepted Answer

Keystone supports 12/18/24-word seed phrase generated by any BIP39 wallet.

Question 6

Can I use a different brand of a hardware wallet to recover my assets if my Keystone is lost or damaged?

Accepted Answer

Keystone requires users to have complete control and ownership of their private keys (seed phrase). If the Keystone device is lost or damaged, the Secure Element will protect the private keys from being exposed. The Keystone Pro also has a self-destruct mechanism that automatically erases all information, including private keys, if the device is disassembled.{br}{br}Different brands of hardware wallets use different derivation paths, so if you import the seed phrase into a hardware wallet of a different brand, some of the assets on certain addresses may not be visible or accessible. If your Keystone is lost or broken, it is recommended to recover your assets using a wallet with the same derivation path as Keystone.{br}{br}If you have any additional concerns, please contact the {keystoneSupportTeam}. Our administrators will assist you as soon as possible.

Question 7

Which cryptocurrencies and tokens does Keystone support?

Accepted Answer

Keystone supports a range of digital assets including BTC, ETH, SOL, NEAR, BNB, POLYGON, APTOS, DOT, KSM, XRP, LTC, DASH, BCH, and TRON.{br}{br}To make it easier to manage your assets, Keystone only displays the main-chain assets. You can add and manage additional tokens via the mobile app.{br}{br}Support for ATOM, AR, and ADA is coming soon.{br}{br}A list of currently {supportedAssetsAndWallets} can be found on our website.

Question 8

How does the Keystone self-destruct mechanism work and when should I replace the device?

Accepted Answer

The Keystone's self-destruct mechanism consists of two components that are in contact with each other. One component is located on the screen and conducts electricity to the other component, which is on the circuit board. If the two components become separated, the component on the circuit board will detect that the screen has been removed and will immediately erase all sensitive information. After the self-destruct feature is activated, the device will be permanently disabled, so it is important to be mindful of this if you like to disassemble and experiment with electronic devices.{br}{br}It is recommended to replace the Keystone Pro after approximately two years, as this is the lifespan of the button battery that activates the self-destruct mechanism. Replacing the device at this point will ensure that the self-destruct feature is still functional for added protection. However, don't worry if you don't plan on replacing the device, it will still work normally as intended.

Question 9

What can I do if I want to revise the order information or cancel it?

Accepted Answer

To cancel the order, please contact {keystoneSupport} as we are unable to make direct changes to the order information on the system.

Question 10

Battery Charging Tips

Accepted Answer

For optimal charging of this product, it is recommended to acquire a USB type A charging adapter that delivers either a 5V1A or 5V2A output and to use the USB type A to USB type C charging cable that is included with the product.The battery has a 1000mAh capacity and standby time of 1-2 days, but frequent usage may reduce it.{br}{br}Caution:{br}{br}1. Using an adapter with an output higher than 5V2A triggers a battery protection mechanism, and lower than 5V1A may affect normal startup.{br}{br}2. The battery does not support fast charging or charging via the laptop interface.

Question 11

There are scratches on my Keystone when I just opened the package.

Accepted Answer

It’s not scratching; instead, we put a very discreet screen protector on there, and it can be peeled off from the edges. Please check out the video to see how to remove it - https://twitter.com/Leray1206/status/1711615252444660207

Question 12

Accidentally Skipped Device Authentication During Setup/How Many Times Can I Verify?

Accepted Answer

Device Authentication during setup can be skipped. To redo the authentication, tap the scan button on your Keystone device whenever needed. There isn't a strict limit on verifying Device Authentication; you can initiate the verification process multiple times as necessary by tapping the scan button on your device.

Question 13

My Keystone cannot be fully charged, it stopped at 90%.

Accepted Answer

This issue is related to battery curves, and we have stressed it by releasing firmware version 1.1.0. Please update your device by following the instructions in this tutorial - https://keyst.one/firmware Once updated, please follow these steps to see if your device can be fully charged:{br}{br} - Use your device until the battery depletes.{br} - Charge it with a 5V1A or 5V2A charger and the USB cable included in the package. Leave it to charge overnight to see if the battery reaches 80% or higher.

Question 14

I cannot update the firmware with the USB.

Accepted Answer

USB update can only be used if your firmware is version 1.0.4 or higher. You can check your firmware by tapping the [...] on the main page, selecting [Device Settings], and finding the version under 'About.' If your current firmware version is lower than 1.0.4, please use a Micro SD card to update and enable this feature.

Question 15

My device is bricked, I cannot turn it on.

Accepted Answer

Firstly, please try to charge it for 1 hour or longer with a 5V1A or 5V2A charger and the included USB cable. After that, please hold and press the button for 16 seconds to force-start your device.

Question 16

Fingerprint Enrollment Challenges

Accepted Answer

If facing issues with fingerprint enrollment, consider restarting the device and attempting the process again. Trying a different finger may also yield better results.

Question 17

Trouble Connecting Wallet via QR Code

Accepted Answer

Ensure camera permission on the PC/Mobile is activated. Confirm the software wallet on the Keystone device is correctly selected. Keep the Keystone device's QR code in front of the camera for a while. Try tapping the QR code to adjust its size or the scanning angle.

Question 18

How can I delete my shipping information?

Accepted Answer

Our legal and tax advisors have confirmed that we can delete customer shipping information that is older than 180 days. To request the deletion of your information, you must confirm that you have no disputes or issues related to your order, such as refund requests, and provide us with the email address you used to place your order with us. This process may take around 2-3 weeks.{br}{br}For specific instructions on how to delete your information, please refer to {shoppingDataRetentionPolicy}{br}{br}Please note that while we will delete billing and shipping address data, records of the customer's city and country will not be deleted. The final deletion process is handled by Shopify and we will follow up on the progress and notify you accordingly.{br}{br}The following information will be deleted upon receiving your confirmation and email address: Name, Email address, Phone number, Billing and shipping addresses

Question 19

How is ForgeBox different from Keystone 3 Pro? Can I use it if I don't know how to code?

Accepted Answer

ForgeBox is an R&D kit that provides a security foundation but comes with no pre-installed features; it requires the ability to write your own code. Keystone 3 Pro is a ready-to-use hardware wallet with official firmware. If you cannot code, ForgeBox is not for you. Please choose Keystone 3 Pro.

Question 20

How do I get started with ForgeBox?

Accepted Answer

Please visit our open-source CLI tool and documentation via our GitHub. Establish your Root of Trust by registering your public key; the hardware will thereafter ensure only code signed by your corresponding private key can execute.

Question 21

What should I keep in mind when running custom firmware?

Accepted Answer

Please ensure you securely store your signing key pair and fully acknowledge that the code aligns with your R&D purpose; you take full responsibility for the security and functionality of the code you sign.

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