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:

1. Use interchangeable letters: b - q, d - p, n - u
2. Use the blank side of a letter tile
3. Generate a new seed phrase set and assemble again

1. Check for region availability
Refer to the map below which contains all the available countries we ship to shipping regions page

2. Product availability
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.

Yes, you can pay your order with cryptocurrency. We support crypto payments in addition to fiat payment methods such as PayPal and Alipay. You can use supported cryptocurrencies including Bitcoin (BTC) and Solana (SOL) to complete your purchase.

To cancel the order, please contact Keystone Support as we are unable to make direct changes to the order information on the system.

Don’t worry if you skipped Device Authentication during setup. You can redo it anytime by tapping the scan button on your Keystone device. There’s no strict limit—feel free to verify your device as many times as needed.

1. Please ensure that Air-Gap Mode is disabled on your device under [···] > [Device Settings] > [Connection].
2. Please make sure you have approved the device connection request in your browser.
3. Try refreshing the page, or access it again using an incognito/private browsing mode.

First, please charge the device for at least 1 hour using a 5V/1A charger or a power bank with the original USB cable included in the box. Then, while keeping it connected to power, press and hold the power button for 16 seconds to force start the device.

If you encounter issues with fingerprint enrollment:

1. Restart your device and try again.
2. Try using a different finger, as some fingers may register more reliably.

To resolve connection issues:

1. Ensure your PC or mobile device has camera permissions enabled.
2. Confirm that the correct software wallet is selected on your Keystone device.
3. Hold the Keystone QR code steadily in front of the camera for a few seconds.
4. Tap the QR code on your device to enlarge it or adjust the scanning angle.

Keystone offers a 15-day return policy. Key points:

1. You can request a refund and return products within 15 days of receipt.
2. Because Keystone is a security product, returned items must keep their original packaging and all accessories intact, and remain in a condition suitable for resale.
3. Once we receive and inspect your return, we will email you to confirm receipt and notify you whether your refund is approved.
4. Approved refunds will be processed and credited to your original payment method within a few days.
For full details, please refer to our Sales Terms and Conditions

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.

For specific instructions on how to delete your information, please refer to Shipping Data Retention Policy

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.

The following information will be deleted upon receiving your confirmation and email address: Name, Email address, Phone number, Billing and shipping addresses