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How can we help you?
We’ve recently encountered plenty of low-level issues and Bitcoin 101 questions. The aim of Trezor Support Team is to help our customers under all circumstances. But if you desire to learn more and it feels like really basic information, please try to find your answer online first. FAQ or manual pages are the perfect places to start your journey.
Did you try to connect your Trezor with a different cable? How about trying to replicate the issue in different browsers? Is there a problem with the internet connection? Those are one of the basic questions which we might ask you once you submit a ticket. You can take the first step ahead of us.
The Troubleshooter is an amazing, powerful and interactive tool where you can learn how to find details about your order or how to fix common issues. If it does not provide you with an answer, it reroutes you to a contact form and assists you with ticket submission.
If you would like your ticket to be resolved faster, please do not include irrelevant
information, it becomes harder to find the key data in an essay.
Pro tip: Say hi first and then write in bullet points.
Be brief, but provide us with as many details about your system as possible, like your OS, browser type, and firmware version. Sending this information in advance can drastically decrease the time needed to isolate the issue. Don’t forget to specify if you are using the Chrome extension or Trezor Bridge. Also, it would be helpful if you could sum up all the steps that you have tried.
Submitting more tickets will not get our immediate attention. Same goes for unnecessary
additional updates within the same ticket. Our Support Specialist would need to sort through all
the relevant information and find their way around your ticket. Moreover, by sending an
additional message to our Support Team, you are “updating” your ticket, which puts it back at
the end of the queue.
For security reasons, we cannot open any unsolicited attachments. Please do not send any
logs, screenshots or archives if we haven’t asked for them.
Please take a deep breath before contacting us. We definitely understand that the crypto world can be really stressful and it is absolutely understandable that you can lose your temper if you suddenly cannot access your funds. But please stay civil. Our team is composed of professionals and very dedicated crypto enthusiasts. They are doing their best to help you out and being rude will not help. On the contrary, it could distract them from assisting you.
Fun fact — 99,5% of the issues are not unique and there is a good chance that someone already had the same problem, shared it and already found a solution! Use search in our subreddit before starting a new thread.
We hope that together we can make the Trezor experience even more comfortable for you. Thank you
very much!
Your Trezor Support Team
Please select the product you have encountered the problem with.
Please select appropriate category related to your problem.
If you do not know how to use your Cryptosteel, please visit our wiki for more information.
In case your Cryptosteel was delivered damaged or it has some physical defect, please continue further.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please select the corresponding issue.
What interface/service are you using with your Trezor device?
The list of official software/services can be found here.
The list of compatible 3rd party software/services can be found here.
Please try to use your Trezor device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please specify the nature of the damage.
Could you please confirm that you saw the error message ”Another U2F device was used to register in this application.” Only when you were trying to use your Trezor device as a U2F token with a web service?
The message ”Another U2F device was used to register in this application” (popisující obrázek) visible on your Trezor device screen/touchscreen, means that your computer is trying to use the U2F feature with some web service, but:
Please try the recovery procedure with your Trezor.
Never start the recovery procedure without making sure that your recovery seed is available and written down correctly.
To verify if your recovery seed is correct, please use the dry-run feature.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
The problem is usually caused by some application that sends U2F requests everywhere or a web with a faulty login form.
We have had reports that there were some problems with Etherdelta, Metamask and Ledger (because of their broken implementation of U2F protocol), for example.
Here are some links describing how to clear the cache of your browser:
Chrome - https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Please try your Trezor device with a different computer. If everything is working with the different computer, then the problem is in your actual configuration (faulty USB ports or something else) and unfortunately, there is nothing that can be done from our side as the only possible solution is to perform the repair or use different computer/configuration.
Checking this option is recommended.
Please let us know with that Trezor Model you're experiencing your issues.
How did you purchase the product?
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Since there are differences in our Trezor Models (Trezor screen vs touchscreen) that may lead to a different kind of problems, please let us know with that Trezor Model you're experiencing your issues.
The functionality of the buttons can be easily tested by confirming/canceling the basic functions of your Trezor device.
This issue could be sometimes clearly visible or perceived when plugging the USB cable into the port. If the issue is visible, it is recommended to take some photos of the damage.
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please note that the physical defects (broken display, scratches, damaged lanyard loop etc) created by the inappropriate use will not lead to accepting your RMA (replacement) request.
More details can be found in the warranty section.
Please select the corresponding interface/service you have problem with.
Please specify the selection.
If you have problems with old-wallet.trezor.io or beta-wallet.trezor.io, please use primarily wallet.trezor.io.
It is the main and updated version of Trezor Wallet interface (feature consistent and most reliable).
Please choose the category that reflects your issue.
Please select the corresponding application.
Please choose the category that reflects your issue.
Please specify the issue.
Please specify the issue.
Please specify the issue.
Please provide details to your issue, by clicking on section that describes the problem, so we can direct you to the appropriate suggestions that may solve your situation.
Please provide details to your issue, by clicking on section that describes the problem, so we can direct you to the appropriate suggestions that may solve your situation.
Please provide more details by selecting one of the possible options.
Please provide more details by selecting one of the possible options.
Please select the operating system you're using with Trezor.
Please try to use your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please select the option that matches your problem.
Did you perform the firmware update before this problem occurred?
Please check whether you see the Trezor device in the list of USB devices after typing and executing this command in the terminal (command line): ioreg -p IOUSB
You can find more details regarding the terminal (command line) here.
Please verify if you have correctly installed UDEV rules. Click here for more details.
Windows sometimes regards Trezor as a new device after the firmware procedure and the drivers do not update automatically.
The driver is provided by Windows itself as Trezor is the standard USB device. There is no specific driver to download.
Please try to use your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please open the “Device Manager” (click here to show the details how to do it) while your Trezor device is plugged into the computer, search for the unrecognized driver (icon with a yellow triangle with "!" mark inside), click on the item with the right mouse button and choose "update drivers".
Please try to use your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please try to use your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
What method are you using for communication between your Trezor device and your computer?
There are two methods: WebUSB (Google Chrome browser only) and Trezor Bridge (Google Chrome and Firefox browser).
Please try your Trezor device with a different computer. If everything is working with the different computer, then the problem is in your actual configuration (faulty USB ports or something else) and unfortunately, there is nothing that can be done from our side as the only possible solution is to perform the repair or use different computer/configuration.
Checking this option is recommended.
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please make sure that you're using Google Chrome browser that can use WebUSB connection. The latest versions of the browser are recommended.
If you're not able to use WebUSB, then we will suggest to use Trezor Bridge instead.
The link for downloading Trezor bridge can be found here (select the appropriate version based on your operating system and please don't click on "PGP signature", it will not download the needed file).
Please check whether “trezord” (https://wiki.trezor.io/Trezor_Bridge) process is running on your system via Task Manager or Activity Monitor (based on your operating system). Here is general information regarding Task Managers (Activity Monitors).
The above mentioned “trezord” process is necessary for the communication between your Trezor device and the computer.
Some antiviruses, firewalls, add-ons (especially Privacy Badger or Ghostery) or VPN programs could block this process, causing Trezor to be unrecognized by your computer. Please verify those possibilities by turning off or changing the privacy settings in the respective software.
As the first troubleshooting step, please try to use your Trezor device with Beta Wallet Interface (beta-wallet.trezor.io).
Please select the type of your issue.
Please select the type of your issue.
If it is possible, please try switching to a different cryptocurrency by clicking on (Wallet Settings) Select wallet currency, then on the Save & Reload button and refresh the browser by using the F5 key on your keyboard.
Please clear your browser cache or try to run it in incognito (private) mode.
Here are some links describing how to clear the cache of your browser.
Chrome - https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Here are some links describing how to use incognito (private) mode -
Chrome - https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DAndroid&hl=en
Firefox - https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history
Do you see your Trezor device status as “connected”? The information can be found under the name of your Trezor in the Trezor Wallet interface.
Some antiviruses, firewalls, add-ons (especially Privacy Badger or Ghostery) or VPN programs can interfere with this process.
Please verify those possibilities by turning off or changing the privacy settings in the respective software.
Please try your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters and USB reductions as well.
Please try your device with different computer. The problem may be in your actual configuration (faulty USB ports). Checking this option is recommended.
Is it possible that your accounts holds too many or too large transactions? Do you remember the Trezor Wallet interface warning you about this in the past?
In case you are not able to load your accounts at all, there are a few suggestions how to access them.
Tip1:
Please try to use your Trezor device with Electrum wallet. Here is a guide how to use it with our product - https://blog.trezor.io/using-trezor-with-electrum-v3-a0b9bcffe26e
If you were able to access your accounts, you should optimize them according to the advice included in this article - https://blog.trezor.io/solution-to-slow-loading-optimize-your-accounts-4ab5a00f12fe
Tip2:
Please proceed only in emergency situations. Providing your recovery seed may compromise the whole security of your wallet and put your funds at risk.
Please try to restore your accounts with the recovery seed (https://wiki.trezor.io/Recovery_seed) directly in Electrum wallet.
Here is a guide how to do it - link na wiki (musí se nejprve dodělat článek)
If you were able to access your accounts, you should immediately transfer your funds to the new wallet on your Trezor device according to the advice included in this article - https://blog.trezor.io/solution-to-slow-loading-optimize-your-accounts-4ab5a00f12fe
The procedure should be performed with these steps:
1. Wipe your Trezor device (https://wiki.trezor.io/index.php?title=User+manual%3AWiping+your+Trezor&ModelType=1)
2. Create the new wallet and write down the new recovery seed (https://wiki.trezor.io/index.php?title=Getting+started+in+5+steps&ModelType=1) “Create new wallet”
3. Transfer the funds back to the safety of Trezor device (https://wiki.trezor.io/index.php?title=User+manual%3AReceiving+payments&ModelType=1) and optimize your accounts according to this article - https://blog.trezor.io/solution-to-slow-loading-optimize-your-accounts-4ab5a00f12fe
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
The message “Wrong PIN entered” on your Trezor display means that you are entering an incorrect PIN. Unfortunately, there is no other explanation for this situation.
Please take a look at the following link where it is explained how PIN matrix works - https://wiki.trezor.io/User_manual:Entering_your_PIN
If you have the correct recovery seed (https://wiki.trezor.io/Recovery_seed), you do not need to worry. There is a way how to set a new PIN by wiping your Trezor device. Your Trezor device will be also wiped after the 16th failed attempt of entering the PIN.
If you have already some funds stored there, you can restore your whole wallet with the corresponding recovery seed.
1) Visit wallet.trezor.io
2) When the PIN window shows up, click on X button to close the window
3) You will now enter your wallet
4) Click on the name of your Trezor (My Trezor by default)
4) Now proceed to 'Advanced' tab
5) Select the option “Check recovery seed” and perform it with your seed
6) Continue with “Wipe Your Device” button on the bottom page in bright red color (https://wiki.trezor.io/index.php?title=User+manual%3AWiping+your+Trezor&ModelType=1)
6) Confirm action on your Trezor to wipe your device.
7) Unplug and plug in your Trezor.
Now you will see two options in your wallet.
If you had some coins on your Trezor, select an option “Recover wallet” - you will be asked to enter your seed in random order, please follow the instruction on your Trezor.
If you had no coins on your Trezor, select the option “Create a new wallet” - you will have new seed generated.
In case you have problems with the recovery, please go to the next step.
1. Please check your internet connection (whether the other webpages are working).
2. Please check whether your firewall, antivirus or VPN is not blocking Trezor Wallet interface (linky na wallety).
3. You can check the functionality of our servers via this link (http://status.trezor.io/). If a server is down, our team is already working on fixing this issue. Thank you for your patience.
Please try your Trezor device with a different computer. If everything is working with the different computer, then the problem is in your actual configuration (faulty USB ports or something else) and unfortunately, there is nothing that can be done from our side as the only possible solution is to perform the repair or use different computer/configuration.
Checking this option is recommended.
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please check if you are connected to your Dropbox account. Popisující obrázek
If you have more accounts, please try switching between them when connecting to the Trezor Wallet interface (wallet.trezor.io).
Please try these instructions to set the homescreen (https://wiki.trezor.io/index.php?title=User+manual%3AHomescreen&ModelType=1)
You can create your own homescreen with this editor.
To upload your custom homescreen, it has to be in the required format (128 x 64 px; black & white only).
Please clear your browser cache or try to run it in incognito (private) mode.
Here are some links describing how to clear the cache of your browser.
Chrome - https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Here are some links describing how to use incognito (private) mode -
Chrome - https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DAndroid&hl=en
Firefox - https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history
Please check if your Dropbox account is not full (https://www.dropbox.com/help/space/account-space-left) and the mtdt file in the Dropbox folder "/Apps/Trezor/" is not missing or overwritten with an empty file.
If yes, try to restoring your Dropbox account (https://www.dropbox.com/deleted_files). For more information, contact Dropbox support (https://www.dropbox.com/contact).
Since the labeling is tied to the respective setup/recovery seed (https://wiki.trezor.io/Recovery_seed), the information from labeling will not be visible when you wiped the device and proceed with a new setup.
You can try to use the original recovery seed where you’ve set the labeling in recovery process.
Before you start the recovery procedure, please make sure that your current wallet and funds on it are backed up with your recovery seed via dry-run feature(https://blog.trezor.io/test-your-seed-backup-dry-run-recovery-df9f2e9889)!!!
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Every processed transaction and every transaction waiting for confirmation can be found on the blockchain of the respective cryptocurrency.
Example: The Bitcoin transactions, can be seen with this block explorer. (https://www.blockchain.com/explorer).
There should be several block explorers for each respective cryptocurrency.
Please take a look at the respective blockchain to verify the status of your transaction.
Firstly, we are really sorry for such an unfortunate situation.
In case you see some sent transactions which you did not confirm, there are only two possible attack vectors.
1. Your seed was compromised (https://wiki.trezor.io/Recovery_seed) - Your recovery seed is the only way how to restore your whole wallet (balance, accounts etc). If the attacker gets to your recovery seed, he or she can clone your wallet and operate with all your funds not protected by the passphrase (https://wiki.trezor.io/Passphrase).
This may happen when you keep your recovery seed digitally (on your computer, mobile device, USB drive etc) or when you provide the recovery seed to a third-party service (especially when you want to claim some forks) or when your recovery seed was stolen (someone else has physical access to it).
Please note that we cannot track the person who used your recovery seed or when and how it was compromised, because it is not leaving any trackable information.
2. Someone knows your PIN (potentially even your passphrase) (https://wiki.trezor.io/PIN) - If somebody knows your sensitive data like PIN or passphrase and has physical access to your Trezor device, he or she can freely manipulate with the balance stored there.
We would suggest to check who had the possibility to manipulate with your Trezor device and keep it as an evidence (for fingerprints for example).
Conclusion
Overall, the two presented scenarios are the only explanation for your situation. There is no evidence that Trezor was ever actually hacked and we recommend to start the investigation with the police according to the facts suggested in this text.
Are you experiencing problems after confirming to send the transaction (timed out, stuck browser)?
It is important to keep in mind that the Trezor hardware wallet is only responsible for signing transactions when being sent from the device. It is not responsible for confirming the transaction on the respective network.
Please select who was the receiver of this transaction. Poznámka aby si uživatel uložil link na tx, pro případnou další komunikaci
If you provided a lower fee, it may take some time until the transaction is included in the next block (confirmed by the respective network). In some cases, when the fee is very low, the transaction might not be processed at all and will return to its source after some time.
It is important to keep in mind that the Trezor hardware wallet is only responsible for signing transactions when being sent from the device. It is not responsible for confirming the transaction on the respective network.
In this case, the transaction was probably not sent or processed at all by the respective network (blockchain) and your balance should be the same. Transactions not processed by the network are returned after some time.
Please take a look at these instructions about how to create a transaction (https://wiki.trezor.io/index.php?title=User+manual%3AMaking+payments&ModelType=1).
It is important to keep in mind that the Trezor hardware wallet is only responsible for signing transactions when being sent from the device. It is not responsible for confirming the transaction on the respective network.
Some cryptocurrencies are unfortunately using the same address formats. The developers of the respective cryptocurrencies are responsible for introducing their products without confusing the users and distinguishing the addresses properly.
If you are one of these victims, you can try our recovery tool (https://trezor.io/recover-coins/).
Please note that only certain scenarios can be resolved and the receiver needs to be your Trezor device account.
More details about how to operate with the claiming tool can be found here - https://blog.trezor.io/recover-coins-guide-bitcoin-litecoin-78da0d290c79
Did you verify your generated receiving address with “Show full address” function
(https://wiki.trezor.io/index.php?title=User+manual%3AReceiving+payments&ModelType=1)? Upravit
There may be some scenarios in such case.
1. The transaction was sent to someone else and that person claims that he or she did not receive anything, but the transaction is clearly confirmed by the respective blockchain (network). In this case we would suggest to verify the address provided by that person. It is possible that you were provided with a wrong address or that you mistyped the address when sending funds.
Comparing both addresses ( the one provided and the one on blockchain) is the key.
Note that some address formats are also case sensitive.
2. If the transaction was sent to some exchange account or a third-party wallet, you will need to contact the support of the respective service. Some suggestions presented in the previous point may be helpful when communicating with their support.
Please keep in mind that nobody can revert confirmed transactions. There is freedom in using cryptocurrencies. However, the freedom entails that you are the sole person responsible for your funds. It is, therefore, necessary to check carefully where you send your funds. Remember, you are your own bank.
We are sorry, but there is nothing more we can do in a situation like this.
Do you see your Trezor device status as “connected”? The information can be found under the name of your Trezor in the Trezor Wallet interface.
Do you use passphrase (https://blog.trezor.io/hide-your-trezor-wallets-with-multiple-passphrases-f2e0834026eb) protection?
If you generated the receiving address under a passphrase, please make sure you are typing the correct one.
The passphrase is case sensitive, it can contain any ASCII characters and its length can be up to 50 characters.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Comparing the generated address for receiving your funds that is shown on your computer with the address shown on Trezor device screen, is one of the crucial aspects to make sure that this address is not changed by some malicious software like a specialized malware.
That is why it is set “Show full address” as a default option when generating the new addresses.
More details can be found here - https://wiki.trezor.io/index.php?title=User+manual%3AReceiving+payments&ModelType=1
We would suggest comparing all the addresses you can see in your receive tab with the destination address shown on blockchain where your funds ended.
Is the address matching the address generated by the Trezor device?
If you could not find the funds in the address in the Receive tab, it could be caused by these possible scenarios:
1. You have mistyped the destination address when sending the funds.
2. There is some malicious software, like specialized malware, that changed the destination address - we strongly suggest to run some antivirus tests on your computer.
Unfortunately, in both of the presented scenarios, the funds are lost and cannot be reverted unless you know the person who owns the addresses where the funds were sent.
3. The passphrase protection was used.
When there is a large number of unconfirmed transactions in the respective network, it is possible that not all of them will fit into the memory of the nodes immediately. It is an inherent technical limitation of Bitcoin and some other cryptocurrencies.
For instance, the transaction can get temporarily "lost" on its way to some node (it generally happens to low-fee transactions) and, therefore, it will not propagate to our servers. Hence, the unconfirmed transaction can be visible for a while, but then disappears from the Trezor Wallet interface (wallet.trezor.io).
If a transaction disappears from the Trezor Wallet interface after a longer time of not being confirmed, it might mean that it was canceled due to a low fee.
Once the transaction is confirmed by the network, its status will update in the Trezor Wallet interface.
It depends on the rules for the respective network (blockchain) for the particular cryptocurrency and how big is the mempool (https://wiki.trezor.io/Mempool) of unconfirmed transactions in this network.
Example: There may be some tools that will let you know what is the status of the mempool, such as this one - https://jochen-hoenicke.de/queue/#1,24h
In short, the transactions wait in the mempool to be “picked up” by miners. When the network is overwhelmed, the miners will prioritize the transactions with higher fees.
In such situations, the transaction can be confirmed and included into the next block or canceled by the network.
Example: It may take up to 14 days until the transaction is deemed as invalid by the Bitcoin network (other cryptocurrencies may have a different rules).
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Description of the problem:
You are probably trying to sent too many microtransactions at once and Trezor device has problems verifying all the inputs it contains.
Description of the problem:
The reasons why you cannot create the transaction could be a wrong address type to which you are trying to send your funds.
Please make sure you are operating in the correct wallet and that you are trying to use the address format that is available for the current wallet.
It can be also caused by an extra space in the copied address. Please copy only the address.
Possible solution:
Please divide your transaction into smaller parts, until Trezor device is able to send your transaction.
It is also good to take a look at this article, to optimize your accounts and prevent such problems in the future - https://blog.trezor.io/solution-to-slow-loading-optimize-your-accounts-4ab5a00f12fe
Possible solution:
Please follow the instructions how to create the transaction - https://wiki.trezor.io/index.php?title=User+manual%3AMaking+payments&ModelType=1
Please check whether you see “Disconnected device” or “Connected device” when your Trezor is plugged in.
This status is always displayed under your Trezor name.
Please test the functionality of the right button on your Trezor device. You can try to change some of your settings to see its functionality.
Please describe the problem by selecting the appropriate category.
Firmware update - (https://wiki.trezor.io/index.php?title=User+manual%3AUpdating+your+Trezor%27s+firmware&ModelType=1)
Passphrase - (https://blog.trezor.io/hide-your-trezor-wallets-with-multiple-passphrases-f2e0834026eb)
Recovery procedure - (https://wiki.trezor.io/index.php?title=User+manual%3ARecovery&ModelType=1)
Wiping Trezor device - (https://wiki.trezor.io/index.php?title=User+manual%3AWiping+your+Trezor&ModelType=1)
There are only two official claiming tools for Trezor device.
For Bitcoin Cash (https://trezor.io/claim-bch/)
for Bitcoin Gold (https://trezor.io/claim-btg/)
Both are are hardforks (https://wiki.trezor.io/Hard_fork) of Bitcoin.
You can claim those cryptocurrencies only if you had some Bitcoin stored on your Trezor device before the hardforks were started (Bitcoin Cash and Bitcoin Gold launched their own blockchain).
For more details please visit these articles:
Bitcoin Cash - https://blog.trezor.io/claim-bcash-bitcoin-cash-bch-bcc-trezor-wallet-f0a810d5864a
Bitcoin Gold - https://blog.trezor.io/claim-bitcoin-gold-bgold-btg-f66969e7f2c0
It indicates that your Trezor device was wiped during the firmware update process and then you proceed with the new setup. This happens occasionally when something goes wrong with the update procedure or when it is necessary by the nature of the update. That is why we always recommend making sure your recovery seed (https://wiki.trezor.io/Recovery_seed) is available before you start the update procedure.
If you have your recovery seed for your original wallet (where you stored the funds), there is nothing to worry about.
There are two recovery options in the Trezor Wallet interface (wallet.trezor.io):
Standard recovery - https://wiki.trezor.io/index.php?title=User+manual%3ARecovery&ModelType=1
Advanced recovery - https://wiki.trezor.io/User_manual:Advanced_Recovery
The passphrase is a great way to protect your funds with additional layer of security, but it is necessary to know its mechanics before you start to use it.
Each passphrase creates a different wallet.
Therefore, it is necessary to type the same passphrase you used for storing your funds.
The passphrase is case sensitive, it can contain any ASCII characters and its length can be up to 50 characters.
Please check whether the passphrase is enabled. Popisný obrázek (video/gif)
Leaving the passphrase field blank (not entering any characters and simply hitting “Enter”) reveals your standard wallet.
If you have performed the recovery and still see the wrong balance then it can mean two things:
1. You did not use the correct recovery seed where your funds were stored. Please make sure that you are using the right seed.
It is also possible that you have mistyped some of the seed words. Please check your seed words with this list (https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt), where all words are presented. We would suggest searching for words that could be easily confused..
Here are also some suggestions - https://wiki.trezor.io/Commonly_misspelled_words_of_recovery_seed
Your seed cannot be changed once generated, it can only be incorrectly written down.
2. You are using the passphrase protection and your funds were protected by the passphrase wallet.
The solution in this case is to enable passphrase and type the correct passphrase where you transferred your funds.
For more details regarding the passphrase, use these links: (https://blog.trezor.io/hide-your-trezor-wallets-with-multiple-passphrases-f2e0834026eb)
Please also check whether the passphrase is enabled. Popisný obrázek (video/gif)
Leaving passphrase field blank (not entering any characters and simply hitting “Enter”) will reveal your standard wallet.
In case you wiped your Trezor device and want to access your wiped wallet again, there is no need to worry as long as you have your recovery seed for the wallet in question.
There are two recovery options in the Trezor Wallet interface (wallet.trezor.io):
Standard recovery - https://wiki.trezor.io/index.php?title=User+manual%3ARecovery&ModelType=1
Advanced recovery - https://wiki.trezor.io/User_manual:Advanced_Recovery
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please provide us more details by choosing the appropriate option.
Please provide us more details by choosing the appropriate option.
Please provide us more details by choosing the appropriate option.
If you do not have a full backup of the recovery seed, you should not use your Trezor device
https://wiki.trezor.io/Recovery_seed_backup_fail
There are basically two scenarios:
1.You have no coins/passwords stored on this Trezor device - you can wipe it (https://wiki.trezor.io/index.php?title=User+manual%3AWiping+your+Trezor&ModelType=1) and start the new setup (https://wiki.trezor.io/index.php?title=Getting+started+in+5+steps&ModelType=1#Create_a_new_wallet) with writing new and complete set of recovery seed.
2.You have coins stored on this Trezor device - please follow the instructions from this article (https://wiki.trezor.io/User_manual:Emergency_situations#You_have_one_Trezor_device_and_recovery_seed_IS_NOT_available)
Please let us know what error message you see on Trezor device screen.
What problem do you need to be resolved?
Description of the problem:
The "Unofficial firmware detected" message usually points out that there was some problem with the update or that you are about to use unofficial firmware, which is surely not recommended.
Description of the problem:
The "Broken firmware" message usually points out that there was some problem with the update.
Possible solution:
Please try to repeat the update procedure from the Trezor Wallet interface(wallet.trezor.io) until the official firmware is successfully installed.
Important:
If you already have some coins or passwords stored on your Trezor device, please verify if you have the correct recovery seed with the dry-run feature (https://blog.trezor.io/test-your-seed-backup-dry-run-recovery-df9f2e9889) before starting the update procedure.
Here is the link for more details regarding how to start the firmware update - https://wiki.trezor.io/index.php?title=User+manual%3AUpdating+your+Trezor%27s+firmware&ModelType=1
Please try to use your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please try your Trezor device with a different computer. If everything is working with the different computer, then the problem is in your actual configuration (faulty USB ports or something else) and unfortunately, there is nothing that can be done from our side as the only possible solution is to perform the repair or use different computer/configuration.
Checking this option is recommended.
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Possible solution:
Please try to repeat the update procedure in the Trezor Wallet interface (wallet.trezor.io) until the official firmware is successfully installed.
Important:
If you already have some coins or passwords stored on your Trezor device, please verify if you have the correct recovery seed with the dry-run feature (https://blog.trezor.io/test-your-seed-backup-dry-run-recovery-df9f2e9889) before starting the update procedure.
Here is the link for more details regarding how to start the firmware update - https://wiki.trezor.io/index.php?title=User+manual%3AUpdating+your+Trezor%27s+firmware&ModelType=1
If your antivirus (typically Kaspersky or Norton) is reporting our Bridge software as virus or trojan, then it is most likely a false alarm.
There is no need to worry, as Trezor Bridge downloaded from Trezor Wallet interface (wallet.trezor.io, beta-wallet.trezor.io) or the official source page (https://wallet.trezor.io/data/bridge/latest/index.html) is safe to use and virus/trojan-free.
In conclusion, if downloaded from our websites, it is safe to use even when detected as a virus/trojan by your antivirus.
You can help us whitelisting our software by reporting it as false positive to the respective support of the antivirus company.
Description of the problem:
We have encountered reports about this problem from some time ago. It started with the version of OS X 10.8, which have set certain rules that elevated the security level for all non-Apple distributed applications.
Trezor Bridge is surely not a harmful piece of software if you download it from our official website (wallet.trezor.io) or source page (https://wallet.trezor.io/data/bridge/latest/index.html), so you can use it without any worries (you should click on the installer to download the needed software).
Here are the instructions for reinstalling Trezor Bridge.
For Windows:
1. Download the latest Bridge version from here: https://wallet.trezor.io/data/bridge/latest/index.html
2. Run the Task manager (press CTRL + Shift + Escape)
3. Terminate the trezord.exe process
4. Go to C:\Program Files (x86)\TREZOR Bridge, find the uninstall.exe, hold Shift and right-click on it and choose "Run as administrator"
5. Uninstall the Trezor Bridge
6. Delete all the remaining files (if there are any left)
7. Run the new bridge installation
8. Go to wallet.trezor.io and try if it works
For Mac:
1. Open terminal (http://blog.teamtreehouse.com/introduction-to-the-mac-os-x-command-line), then type - pkill trezord
2. Go to - applications/utilities
3. Remove folder TREZOR Bridge
4. Go to wallet.trezor.io
5. Download the new version of the installer (https://wallet.trezor.io/data/bridge/latest/index.html)
6. Run installer
7. Refresh wallet.trezor.io
Here is the link for downloading the latest available versions of the Bridge software for the respective operating systems - https://wallet.trezor.io/data/bridge/latest/index.html
Please click on installer or the corresponding deb package (for Linux) to download the needed software.
You can also check the functionality of our servers via this link (http://status.trezor.io/). If some server is down, our team is already working on fixing this issue. Thank you for your patience.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Possible solution:
Please update the security settings of your operating system so it is possible to download or use Trezor Bridge.
Here are some instructions about how to allow downloading files from an unidentified developer - https://kb.wisc.edu/page.php?id=25443
What problem do you need to be resolved?
The first update (from the bootloader (https://wiki.trezor.io/Bootloader) version 1.3.2) should be processed with clicking on “Install firmware update” when plugging your Trezor device to the computer and visiting Trezor Wallet (wallet.trezor.io).
If there was some problem or interruption during this procedure, please start the update manually by holding both buttons on your Trezor device while plugging it to the computer and continue with the provided instructions on the Trezor screen and in the Trezor Wallet interface.
Here is the link for more details regarding how to start the update - https://wiki.trezor.io/index.php?title=User+manual%3AUpdating+your+Trezor%27s+firmware&ModelType=1
From the bootloader (https://wiki.trezor.io/Bootloader) version 1.3.2, when you plug your Trezor device for the first time, the firmware update is processed by clicking on “Install firmware update” (followed with a text message in the Trezor Wallet interface- wallet.trezor.io), without comparing the fingerprint.
All following updates need to be executed manually by the customer and in such case, the fingerprint is visible.
Here is the link for more details regarding how to start the update - https://wiki.trezor.io/index.php?title=User+manual%3AUpdating+your+Trezor%27s+firmware&ModelType=1
The fingerprint is also not case sensitive, so you do not need to worry if there is a difference in lower or upper caps characters.
When manually attempting to update the firmware, do you see on the Trezor device screen Loader 1.3.0 version?
Description of the problem:
There is a small problem with Trezor Bootloader 1.3.0, which prevents the device from being properly recognized if a user holds the device buttons pressed for a longer-than-necessary amount of time. The problem can be resolved by pressing the buttons only for a short amount of time (click) when entering Bootloader mode.
Possible solution:
1. Plug micro-USB into Trezor device.
2. Align USB-A to a port on your computer.
3. Plug the USB-A into your computer. At the same time, click both buttons on your Trezor device.
4. The device should boot up in Bootloader mode, and the computer should recognize it.
5. If the computer does not recognize your Trezor device, please try again. Timing is essential.
It should be resolved with a click rather than with holding the buttons down. We have reports that it helps to quickly release the buttons when plugging the USB cable in.
Please try your device with several different USB cables (it is always better to use multiple cables to make sure that something important was not overlooked).
Make sure the cables are for transferring data, not only for charging purposes.
The USB cable that was successfully used for transferring data with another device is the best candidate for this test.
Please avoid using USB hubs, USB adapters or USB reductions as well.
Please try your device with a different computer. The problem may be in your actual configuration (faulty USB ports). Checking this option is recommended.
How did you purchase the product?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
In case you purchased the product from one of our resellers (not from our official e-shop at shop.trezor.io), please contact them directly as all RMA procedures are handled by the resellers.
The purpose of the RMA procedure is to report a faulty product so that you can claim a replacement, not to claim back your money. The return window for RMA is, therefore, based on warranty conditions of the product.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Description of the problem:
If you see an error message related to the recovery process, it means that you have mistyped a seed word or that it was entered in the wrong order.
Description of the problem:
In case you have encountered the error message (The seed is INVALID!), then it means that the seed written on your recovery card is different than the seed that is actually valid in your Trezor device.
In other words, your Trezor device is not backed up and in an emergency situation (lost, non-functional or wiped Trezor after the firmware update), you will not be able to recover your wallet with this recovery seed.
Possible solution:
Please enter the seed words in the correct order according to the information visible on your Trezor display (you will be asked to enter your seed words in a shuffled order).
Here is the link for the recovery instructions - https://wiki.trezor.io/index.php?title=User+manual%3ARecovery&ModelType=1
There is also a possibility that a seed word has been mistyped, please check your seed words with this list (https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt) where all possible seed words are presented. We would suggest searching for words that could be easily confused.
This link can be helpful - https://wiki.trezor.io/Commonly_misspelled_words_of_recovery_seed
Conclusion:
If you still see an error message during or after the recovery procedure, then unfortunately, your recovery seed is not written correctly and even if it pains us a lot, we are not able to help you in this matter.
In every situation, you need to make sure that your seed is written down correctly as it is the only way to restore your wallet.
We suggest using the dry-run feature (https://blog.trezor.io/test-your-seed-backup-dry-run-recovery-df9f2e9889) to prevent such unfortunate situations in the future.
Possible solution:
In case you have more recovery seeds, please make sure you use the correct one that is installed in your Trezor device.
We strongly suggest transfering all your funds from the Trezor device as described here (https://wiki.trezor.io/User_manual:Emergency_situations#You_have_one_Trezor_device_and_recovery_seed_IS_NOT_available), creating a new seed and then return your funds back to the safety of your Trezor device.
Is Trezor Wallet interface (wallet.trezor.io) working without problems?
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
There are few explanations what could happen.
1. All your entries (passwords) are tied to the respective recovery seed and if you wiped your Trezor device or it was wiped, for example by the firmware update, TPM would want to create a new database of passwords
2. The encrypted file with the entries saved in the service you’re using (Google Drive or Dropbox) was damaged or overwritten. We would suggest checking the capacity of the service where the file is stored.
Google Drive - https://drive.google.com/settings/storage
Dropbox - https://www.dropbox.com/help/space/account-space-left
Please select the appropriate answer.
We will try a series of steps that can resolve your problem.
Please try to restart your TPM.
Please check the version of your TPM (https://chrome.google.com/webstore/detail/trezor-password-manager/imloifkgjagghnncjkhggdhalmcnfklk
If you use an older version, please download the newest one and disable the older one.
Please check the storing capacity of the service (Google Drive or Dropbox) you use and make some room if it is full.
Google Drive - https://drive.google.com/settings/storage
Dropbox - https://www.dropbox.com/help/space/account-space-left
Please try to connect your Trezor device with a different service (if you are using Google Drive, try Dropbox and vice versa).
More details can be found here - https://wiki.trezor.io/index.php?title=User+manual%3APassword+Manager&ModelType=1#Sign_in_with_Google_Drive_or_Dropbox
Please try your device also with a different computer to see if the issue is not specific to your configuration.
We are sorry for the inconvenience, please send us a message including the details about the issue and our Support Team will answer in a timely manner (please take a look at our responsivity policy).
Please start the recovery procedure with your original recovery seed (the seed where the entries were saved).
Here can be found instructions for the recovery procedure - https://wiki.trezor.io/index.php?title=User+manual%3ARecovery&ModelType=1
If you have some funds stored on your actual setup (Trezor device), please make sure that they are backed up by your recovery seed via dry-run feature (https://blog.trezor.io/test-your-seed-backup-dry-run-recovery-df9f2e9889).
1. Please check whether the pswd file from the corresponding service (either Google Drive or Dropbox)
a) is not missing
b) or is not overwritten with an empty file.
The pswd file should be located at:
Google Drive - My Drive/Apps/TREZOR Password Manager
Dropbox - Apps/Trezor Password Manager/
2. If the file is missing or overwritten, then please try to restore your account. For more information how to do it, contact the Dropbox (https://www.dropbox.com/contact) or Google support (https://support.google.com/?hl=en)
In such case we are really sorry, but it seems that you didn’t associate your entries (passwords) with the recovery seed you have available.
It’s unfortunate, but there is nothing that can be done from our side as it is necessary to have backed up your assets (funds and passwords as well) with the recovery seed.
You can try to return few steps back to verify whether the problem is not in the corrupted file, if you didn’t try it already.
As the first troubleshooting step, please read the information about this application here - https://wiki.trezor.io/index.php?title=User+manual%3AUsing+Trezor+with+Android&ModelType=1
This is the old tool for Chrome browser designed only for the basic settings of the Trezor device.
This software is obsolete and should not be used.
Basic information how to operate with python-tools can be found here: https://wiki.trezor.io/Python_tools
If you have encountered problems with the python-tools related to the Trezor device, please forward it here: https://github.com/trezor/python-trezor/issues
Description of the problem:
If your Trezor device is not detected by your mobile device (Trezor Manager), please use this tool to verify that your mobile is compatible. Your mobile device needs to have at least Android OS version 3.1 and the USB host feature must be available (https://developer.android.com/guide/topics/connectivity/usb/host).
Possible solution:
With this tool (https://play.google.com/store/apps/details?id=eu.chainfire.usbhostdiagnostics&hl=en), you can verify whether your mobile device has this feature available.
Certain mobile devices do have this feature, but it is not enabled by default. Please contact the support of your mobile device manufacturer to receive the necessary instructions.
Please verify if your OTG cable (https://wiki.trezor.io/OTG_cable) is connected correctly.
The OTG cable should be plugged in with the correct end, so please try switching the sides.
Please verify if your OTG cable is not faulty.
You can test it by trying to transfer some data via this cable. If it is not possible, the cable is probably defective.
We recommend trying your Trezor device with a different OTG cable (preferably more cables).
Is Trezor Wallet interface (wallet.trezor.io) working without problems?
This means that your Trezor device is functional and the problem is in your mobile device.
Please repeat the previous route and suggestions. It is possible that you overlooked some important details.
Please select the corresponding application.
If the service or software that you want to use with your Trezor was not found in the list of compatible third-party products, you need to contact the developers of that product and ask them to start the integration procedure with us.
In case you are a developer yourself, please take a look here (https://github.com/trezor) and start the necessary steps yourself.
If your product is interesting, we will surely provide more assistance.
Does the Trezor Wallet interface (wallet.trezor.io) work without problems?
Does the Trezor Wallet interface (wallet.trezor.io) work without problems?
Does the Trezor Wallet interface (wallet.trezor.io) work without problems?
Does the Trezor Wallet interface (wallet.trezor.io) work without problems?
This indicates that the Trezor device is functional, but the problem is in the third-party compatible software or service. Please contact their respective support, as we are not the developers nor maintainers of their product.
Was the firmware update performed prior to this issue?
When you visit the Trezor Wallet interface, did it recognize the device and ask you to enter the PIN?
If you're experiencing flickering of your touchscreen during the operations with your Trezor device, please update your firmware to the version 2.0.10 since it is a software problem that is fixed by this firmware version.
The information how to find your current version of the firmware installed on your Trezor device is included here.
Here you can find the basic information via links related to Logistics matters.
Please select the appropriate category where we can help you with your problem.
Please specify your selection.
Please specify your selection.
Please specify your issue.
Please let us know what problem needs to be solved.
Please let us know what you’re interested in or provide details about your problem.
Please provide details about your problem or request.
Please select your request.
Please let us know what problem needs to be solved.
Please provide more details about your problem.
The invoice is sent to the email you used to create the order, once your package is shipped. Pořešit s Dorianem
Please check your spam folder to see if the email with the invoice didn’t end up there.
We are sorry, but the customs duties or related taxes are not paid by us.
It is mentioned in our e-shop when you're confirming the conditions (otherwise the order could not be created).
The part of these conditions is as follows "I understand that I am responsible for paying customs duties, local taxes, and other related fees, if applicable."
If you refuse to pay the customs and related taxes, the package will be sent back to us and once returned, we can:
1) Resend the package, but you will need to pay the shipping cost again
2) Refund the price of your order minus the shipping costs
If you want to refuse the package even after the information above, please let us know via the form in the following step.
Unfortunately, since we're subject to the EU law and we do have an ongoing official contract with the DHL, UPS and the Czech Post, we're obliged to print out the full price on the package. Sorry about that.
What document do you require?
Customs duties and taxes are always calculated based on the local laws of the destination country. Unfortunately, we are unable to keep track of all the rules and laws for every country. Therefore, please contact your local authorities in order to get an estimated customs fee.
For your information, the product will be shipped from the European Union as a USB device with HS code 847180. The total declared value for customs department is the full price of the order, including shipping.
The KYC documents are not submitted by us, as the name suggests, they need to be processed by the customer itself.
Here you can find what KYC documents are.
We recommend to contact the respective courier that is handling the delivery process for your parcel to coordinate the procedure directly with you.
Please provide more details about your problem.
The promo code needs to be entered into the “I have a promo code” (doprovodný obrázek, video) section as described below before you pay for your order.
When an invalid VAT ID is entered, you will see right in the e-shop interface, that it was not accepted by our system.
It is possible that our system didn’t reflect a valid VAT ID (it could be too new or there was a different problem in the database).
You can check the validity of your VAT ID here. In case your VAT ID is not registered (listed) here, we can't accept it in our e-shop.
To be able to use a promo code, it needs to fulfill these criteria:
1) The promo code needs to be still active - We release promo codes during some specific dates or events, always available for a limited period of time or number of uses. This detailed information is presented on our blog or the newsletter.
Please subscribe to our newsletter through our form that is located at the bottom of our website and check out our blog to be on top of the news!
2) The promo code needs to be valid - Only our own released promo codes can be used. Please check if your promo code is from official sources (link na blog a příklady adresy našeho emailu pro podobné záležitosti?)
Unfortunately, we cannot apply the discount retrospectively.
We believe the device is worth every penny of its original price, so you don't need to feel bad about buying it for a full price as proven by many satisfied customers
Please select the corresponding payment method you used for your order.
This situation can happen only with Bitcoin payments.
In case you have some doubts whether your payment was sufficient, please verify the status of your order first.
If your order has “Paid” status, then everything is fine and your order will be processed according the presented conditions.
The status of your order can be found via your e-shop account.
Please verify whether your Bitcoin transaction was already confirmed on the blockchain.
We recommend using one of the blockchain browsers where you need to type the destination address provided by our e-shop when paying with Bitcoin.
Suggested blockchain explorers:
https://btc-explorer.trezor.io/
You may have created multiple orders by accident. Please check whether the cancellation notification is not related to a different order that was not paid for.
You can see all your orders when you log to your e-shop account (or accounts if you created more orders under different emails) with this link.
If the suggestions above didn’t resolve the situation, please continue further.
You may have created multiple orders by accident. Please check whether the cancellation notification is not related to a different order that was not paid for.
You can see all your orders when you log to your e-shop account (or accounts if you created more orders under different emails) with this link.
Two scenarios can happen:
1) Your order has status “Waiting for the payment”.
In such case, your payment is still not processed and confirmed by the blockchain.
You can verify the transaction.
We recommend using one of the blockchain browsers where you need to type the destination address provided by our e-shop (shop.trezor.io) when paying with Bitcoin.
Suggested blockchain explorers:
https://btc-explorer.trezor.io/
2) Your order has status “Canceled”.
In such case, the payment was insufficient and the order was canceled after 7 days.
We are planning to add more payment options, but there is currently no estimated time of availability.
As soon as a new payment method is ready, you will see it as a new option in our e-shop (shop.trezor.io) and it will be also publicly announced on our social media (twitter, reddit).
Please subscribe to our newsletter through our form that is located at the bottom of our website and check out our blog to be on top of the news!
You can also check our Trezor Official shop on Amazon whether it better suits your needs.
We are planning to add more shipping methods (couriers), but there is currently no estimated time of availability.
As soon as a new shipping method is available, you will see it as a new option in our e-shop and it will be also publicly announced on our social media (twitter, reddit).
Please subscribe to our newsletter through our form that is located at the bottom of our website and check out our blog to be on top of the news!
Please be aware that for Russia there is currently only standard shipping available because the problems with the customs.
You can also check our Trezor Official shop on Amazon whether it better suits your needs.
If our e-shop website is not available at all (connection timeout/server down), we are working as fast as possible to fix this issue.
Only to make sure that something important is not overlooked, please:
1. Check your internet connection with another website
2. Try a different browser
3. Try to visit our website in incognito/private mode (link co je to incognito/private mód)
You can also verify the functionality of our servers by using this link.
We suggests to verify whether you didn’t create more e-shop accounts under different emails.
Restoring the password
To restore your password, please use this link and click on the “Recover your password” button located on this website (popisující obrázek).
In the next step you’ll need to enter an email address where the instructions for setting a new password will be sent and then hit the “Reset my password” button.
If you didn’t receive the email with the instructions, please check your spam folder and whether you entered your email address correctly.
If you need to contact our support, please submit your ticket here.
All unpaid orders are automatically canceled after 7 days, so there is no need to contact our support in case you didn’t pay yet.
Paid orders are processed within 48 hours during business days, if not stated otherwise by a notification when creating your order (ie. backorder (vysvětlit co je to backorder - eshop wiki, starají se Dušan a Mára) or another special situation related to the status of our stock).
It is possible to cancel the order only if it is in "New" status. You can check the status by login to your e-shop account.
All messages that are not related to the request for the cancelation will be automatically deleted!!!
If your order was not paid yet, there is no need to contact the support, since all unpaid orders are automatically canceled after 7 days. Therefore you can, without worries, create another order that would fit your needs.
Paid orders are processed within 48 hours during business days, if not stated otherwise by a notification when creating your order (ie. backorder or another special situation related to the status of our stock).
It is possible to change the order only if it is in "New" status. You can check the status by login to your e-shop account.
All messages unrelated to the specific form will be put on low priority and might take longer to respond or even be deleted!!!
Please specify your current situation.Is the order already delivered to you?
If your order was not paid yet, there is no need to contact the support, since all unpaid orders are automatically canceled after 7 days. Therefore you can, without worries, create another order that would fit your needs.
Paid orders are processed within 48 hours during business days, if not stated otherwise by a notification when creating your order (ie. backorder or another special situation related to the status of our stock).
It is possible to postpone the order only if it is in "new" status. You can check the status by login to your e-shop account.
All messages unrelated to the specific form will be put on low priority and might take longer to respond or even be deleted!!!
If you fulfill the needed criteria, please contact our Support Team to file your request.
If you fulfill the needed criteria, please contact our Support Team to file your request.
Please bear in mind that the refunds for returned orders can be claimed only when all needed conditions are fulfilled and the full amount is not returned (viz text below).
Orders can be returned for refund only within 15 days from the day your package was received. More details can be found here: https://shop.trezor.io/static/shared/warranty-refund-policy.pdf
1. When the Trezor box is not open, we will refund the cost of the Trezor product(s) minus the shipping cost you paid for this order once it is returned. The shipping cost for sending the returned product(s) back to us is also carried by you.
2. When the Trezor box is open, we will refund the cost of the Trezor product(s) minus 18 EUR for each unit (because of testing, refurbishing and repacking the product) and minus the shipping cost you paid for this order once they are returned. The shipping cost for sending the returned product(s) back to us is also carried by you.
If you ordered more products in one parcel, you can also return only the specific parts.
For example, from the order with two Trezor One White, you can return only one Trezor One White and so on.
In case you paid with Bitcoin, please also read the conditions for Bitcoin refunds.
Before you decide to refuse the package, please read the conditions and possible outcomes below.
Refund conditions can be found here.
If you’re decided to refuse your order, please wait until delivery messenger (courier service) will notify you that your parcel is ready to be delivered and then kindly ask them to return the parcel to the sender.
Once the parcel is returned to us, we will start the refund procedure and contact you.
Please forward us more details regarding your issue.
Please verify if your order is in “Shipped” status. You can log to your e-shop account to see this information.
What status do you see?
Please choose the shipping method you selected for your order.
You can see the chosen shipping method for your order when you log into your e-shop account.
Please let us know the status of your order.
Přidat on Hold status
Standard shipping is only available in EU countries and Russia. Its traceability is limited.
Delivery time may vary from 5 days to 6 weeks depending on your location and your national postal service.
Parcels sent via Standard shipping can be traced here (https://www.postaonline.cz/trackandtrace) until it leaves the country of origin. Thereafter it can be traced on the website of the postal service in your country, if available.
Please read this information describing the conditions to start the investigation process with the Czech post and how long it may take.Link na how-to, wiki
DHL shipping is professional and fast delivery service. Your order is fully traceable and this information is available for up to 90 days since the package was handed to DHL courier.
Delivery time may vary between 2 and 5 business days (it may be delayed by the customs procedure).
1) Please verify the status of your parcel via DHL tracking portal.
Parcels sent via DHL shipping can be traced here (http://www.dhl.com/en/express/tracking.html)
2) If your parcel was not delivered within the stated time frame, please contact your local DHL directly. dávat nějaké konkrétnější info kam psát/volat? (asi bych nedávala, na local si každej snad kontakt najde)
UPS shipping is professional and fast delivery service that is currently available for the following countries: UK, CZ, SK, PL and DE.
Your order is fully trackable and this information is available for up to 120 days since the package was handed to UPS courier.
Delivery time may vary between 1 and 3 business days (it may be delayed by the customs procedure).tohle zatim nevim, jestli tam psat, protoze UPS nebezi do zadne zeme mimo EU?
1) Please verify the status of your parcel via UPS tracking portal.
Parcels sent via UPS shipping can be traced here (https://www.ups.com/tracking/tracking.html)
2) If your parcel was not delivered within the stated time frame, please contact your local UPS directly.
Paid orders are processed within 48 hours during business days, if not stated otherwise by a notification when creating your order (ie. backorder or another special situation).
Orders with standard shipping are processed every Monday and Thursday, therefore purchases with this shipping method are most prone to delays.
The tracking ID is available only once your order has been shipped.
Paid orders are processed within 48 hours during business days, if not stated otherwise by a notification when creating your order (ie. backorder or another special situation related to the status of our stock)
Once the order is shipped you will receive the notification from [email protected] email and then you can see the tracking ID in your e-shop account (https://shop.trezor.io/user/login).
This situation has several explanations.
1. You’re entering an incorrect tracking ID
2. Your order was not entered in the tracking database of the respective service yet
If you chose standard shipping for your order, the package may have left Czech Republic, and it is now untraceable until the destination country's postal service claims it.
After leaving the country of origin, the parcel travels to a foreign country where it is accepted at customs services. This is where most of the delays happen. It is unfortunate because the delivery will appear in the customer's post tracking system only after it is released by the customs.
You can receive three types of tracking ID according to the shipping method you’ve chosen for your order.
Types of tracking ID
Standard shipping: 13 characters (letters and numbers ID that starts with RR and ends with CZ)
DHL shipping: 1234567890 (ten digits ID)
UPS shipping: 18 characters (combined letters and numbers ID always starting with 1Z) příklady pro všechny tracking IDs?
Tracking portals
For DHL: http://www.dhl.com/en/express/tracking.html
For UPS: https://www.ups.com/tracking/tracking.html
For Standard shipping: https://www.postaonline.cz/trackandtrace
Orders sent via Standard shipping can be traced here until it leaves the country of origin. Thereafter it can be traced on the website of the postal service in your country, if available.
Please check if the content of the package reflects the content of your purchase by logging to your e-shop account (https://shop.trezor.io/user/login/) and selecting the corresponding order.
Please check if the content of the package reflects the content of your purchase by logging to your e-shop account (https://shop.trezor.io/user/login/) and selecting the corresponding order.
1. Please contact the respective courier service or national post that handled the delivery for the possible explanation why your package is damaged.
We would suggest making photos of your package that will clearly describe its status.
2. Sometimes the package is opened by the customs. Unfortunately, we can't do anything to prevent customs from doing so as it is within their legal powers.
The customs mostly label such packages with the information that it was opened by them. When contacting the courier service or national post, you should also be informed, whether this happened.
If your package was opened, it is highly possible that it was done by the customs. Unfortunately, we can't do anything to prevent customs from doing so as it is within their legal powers.
The customs mostly label such packages with the information that it was opened by them. When contacting the courier service or national post, you should also be informed, whether this happened.
If you want to know how your Trezor device is protected against the tampering, please select an appropriate model.
If you want to know how your Trezor device is protected against the tampering, please select an appropriate model.
Packaging/Device protection levels
The Trezor box is protected by holographic seals and it is also virtually impossible to open the box and device itself without breaking it (the case is sealed using ultrasound https://wiki.trezor.io/Chassis), so you would see right away if someone tampered with it.
Software protection levels
All Trezor devices are distributed without a firmware software, so you need to install it for your first use (https://wiki.trezor.io/index.php?title=Getting+started+in+5+steps&ModelType=1#Install_the_latest_firmware). If there is a firmware installed already, then that means that someone used this device before you. Obrázek
The bootloader verifies the firmware signature. The device only runs if the firmware is correctly signed by SatoshiLabs.
Our Bootloader software is write protected, as the JTAG is disabled. MCU is safeguarded by the Memory Protection Unit., that ensures you're using a valid firmware version signed by us. If not, then there is a warning message on the Trezor display.Obrázek
More details can be found via these links:
https://wiki.trezor.io/Tamper-evident_hologram#Trezor_One
https://blog.trezor.io/trezor-one-tamper-evident-packaging-f98d3f63569d
Device protection levels
Trezor Model T USB-C port is protected by a holographic seal and it is also virtually impossible to open device itself without breaking it (the case is sealed using ultrasound https://wiki.trezor.io/Chassis), so you would see right away if someone tampered with it.
Software protection levels
All Trezor devices are distributed without a firmware software, so you need to install it for your first use (https://wiki.trezor.io/index.php?title=Getting+started+in+5+steps&ModelType=2#Install_the_latest_firmware). If there is a firmware installed already, then that means that someone used this device before you. Obrázek
The bootloader verifies the firmware signature. The device only runs if the firmware is correctly signed by SatoshiLabs.
Our Bootloader software is write protected, as the JTAG is disabled. MCU is safeguarded by the Memory Protection Unit., that ensures you're using a valid firmware version signed by us. If not, then there is a warning message on the Trezor display.Obrázek Ověřit si, jestli to u TT není trochu jinak
More details can be found via these links:
https://wiki.trezor.io/Tamper-evident_hologram#Trezor_Model_T
Please select the category you are interested in.
Please let us know what you would like to integrate.
You can check our roadmap, to see what is planned for each respective Trezor model.
Developers also may take a look here before choosing one of the categories.
Please select the category that reflects your needs.
From what area do you request the information?
For the list of our official resellers, please click here.
Please be aware that we have also official stores on Amazon US, Amazon DE and Newegg (Trezor One, Trezor Model T).
Dodat odkazy a později ještě rozlišit resellery s námi autorizovaným supportem (zeptat se sales jak to vypadá)
Coinmap is a website project which shows a map of venues where Bitcoin is accepted as a payment. More information about Coinmap can be also found on our wiki.
What do you need to perform with the Coinmap?
The list of the compatible services/applications can be found here.
For customers:
In case you would like to see some service or application integrated with our products, please contact their developer team and ask them to start the integration process with us.
For developers:
Developers can take a look at our GitHub repository and start the integration process from here or write email to [email protected] with all necessary details. It may take some time until your request/email is answered, so please be patient.
For all:
You can subscribe to our newsletter through our form that is located at the bottom of our website and check out our blog to be on top of the news!
Here you can find the information about what operating systems and browsers are currently supported: Operating systems
For customers:
Once the support for the new platform/browser is released, the information is announcened via our social media (Blog, Twitter, Reddit).
For developers:
Developers can take a look at our GitHub repository and start the integration process from there.
For all:
You can subscribe to our newsletter via the form located at the bottom of our website and check out our blog to be on top of the news!
For customers:
Please do not include the requests for support of new cryptocurrencies here. The correct category for these requests is "I want more cryptocurrencies to be supported" with its rules and conditions.
In case you want to see a particular feature in one of our products, please provide us with details. The feature can be considered anything that improves or add functionality to our hardware or software products.
For developers:
Developers can take a look at our GitHub repository and start the integration process from here.
For all:
Before introducing an idea or request for a new feature, please take a look on "Available features" category, to check whether that feature was not implemented already.
You can also subscribe to our newsletter through our form that is located at the bottom of our website and check out our blog to be on top of the news!
Under reconstruction. Coming soon!
Please use the official sales page for the contact and resolving your needs there.
Under reconstruction. Coming soon!
Under reconstruction. Coming soon!
Please select the corresponding category.
Our Security Principles are summarized here
Please take a look at this link for Security Best Practices.
Information about our Bug bounty program can be found here.
Please select the corresponding category.
For general overview concerning legal matters please visit our e-shop or specify the category.
You can find the list of all supported coins and tokens here.
Please be aware that there is a different set of supported cryptocurrencies for each model (Trezor One and Trezor Model T) and some are supported only by the firmware.
Supported only by the firmware means, that the cryptocurrency is ready to use with the respective model, but there is no wallet (interface) to operate with it yet.
Trezor Wallet interface directly supports Bitcoin, Bitcoin Cash, Bitcoin Gold, Dash, Digibyte, Dogecoin, Ethereum, Ethereum Classic, ERC20 tokens, Litecoin, Namecoin, Vertcoin and Zcash (only transparent transactions).
Some supported cryptocurrencies can be accessed through 3rd-party wallets (for example, MyEtherWallet or MyCrypto has the integration with Trezor for using Ethereum/Ethereum Classic/ERC20 tokens).
You can refer to our Wiki for more details regarding all recommended 3rd-party wallets.
All supported coins for the respective model can be stored using one Trezor device (you do not need any additional devices).
Trezor officially supports these forks:
Bitcoin Cash (please click on the links for more information) - Wiki, Blog
Bitcoin Gold (please click on the links for more information) - Wiki, Blog
For customers:
If you would like to expand the list of the cryptocurrencies supported by our devices, please address this wish to the developers of said cryptocurrency, as we do not have the resources to develop all integrations by ourselves. It is impossible for us to have up-to-date information and to understand every existing cryptocurrency, after all.
Otherwise, please wait for our official announcement via our social media (Blog, Twitter, Reddit). Until then, the answer is going to be the same, even if you contact our support.
This answer applies to all questions regarding the unsupported cryptocurrencies.
For developers:
Developers can contact our integration specialist at integration[at]satoshilabs.com (musí se upravit na samostatnou form pod tímto emailem, jinak zcela z textu vypustit a dát link na github). Since the number of the requests is high, it may take some time until your email is answered. Thank you for your patience.
For all:
Please subscribe to our newsletter via the form that is located at the bottom of our website and check out our blog to be on top of the news!
Trezor is not supporting any ICO or Airdrops.
Private key extraction:
There is no way to access your private keys unless they are exported directly from your recovery seed (https://wiki.trezor.io/Recovery_seed) (12, 18 or 24 words generated with your Trezor device). The fact that Trezor keeps these private keys isolated is actually an important security feature.
There are third-party tools capable of deriving the individual private keys from your recovery seed. However, we are not able to evaluate or guarantee the safety of such services. Therefore, we cannot recommend using them. We do not encourage Trezor users to export any private keys from the recovery seed, as it can be compromised this way.
We are afraid you will have to do your own research and make a judgment on your behalf.
In case you decide to export your seed in order to claim your individual private keys, please do so only after sending all your funds from the wallet associated with your current seed to the newly generated wallet (new seed). Afterwards. stop using that seed to avoid unnecessary risk.
In order to evaluate the support for more forks, there are several conditions that must be fulfilled by the team of developers standing behind the respective fork.
Our conditions are as follows:
1. The forked currency must be open-source, to be verifiably safe to use alongside other currencies.
2. The Bitcoin fork must have a strong, two-way replay protection. Without replay protection, you could lose your cryptocurrency when trying to use the fork.
3. The blockchain of the fork must be online, active and running. This requirement effectively means that miners are working to keep the blockchain alive and that the blocks are created at a regular period.
4. The forked coin must be backed by a development team, which regularly updates the codebase. Without this assurance, the fork might just be a quick-to-get-rich scheme at the expense of investors into the coin.
5. The cryptocurrency must be supported by reputable services, such as exchanges or wallets. No-name or previously unknown exchanges are not considered reputable.
SatoshiLabs reserve the right not to support a fork even if it addresses all the needed conditions, when we think that the support is not appropriate.
Basically, all forks that we want to support are announced through our social media. Please subscribe to our newsletter via the form that is located at the bottom of our website (http://trezor.io) and check out our blog at https://blog.trezor.io to be on top of the news!
Asking our Support Team will lead to the same answer as described here.
Please specify the category.
The technical specification for Trezor One can be found here. For more detailed information please use this link.
You can also visit our GitHub page.
The technical specification for Trezor Model T can be found here. For more detailed information please use this link.
You can also visit our GitHub page.
For the complete list of our official apps, please refer to this link.
For the complete list of the 3rd-party compatible software please refer to this link.
Please specify the category.
What are the differences between the original Trezor One and the new Trezor Model T?
Trezor Model T features/improvements
Hardware
- Big touchscreen with vibrant colors (no need for physical buttons, safer recovery and entering PIN/Passphrase directly on the screen.)
- Slot for a microSD card (it will be possible to encrypt data stored on it)
- USB-C connector
- Faster CPU
Software
- Trezor Model T runs on entirely new firmware called Trezor Core. It will allow much faster development for new features, some of which will be portable back to Trezor One.
- New software stack means easier integration for new coins (more supported cryptocurrencies).
For a more detailed comparison please click on this link.
Links to technical specification:
What happens to Trezor One in the future?
We will keep selling Trezor One alongside with its newer counterpart Trezor Model T.
Those two models are focusing different market segments and should do not compete.
We will keep supporting Trezor One, including security updates.
Trezor Wallet (wallet.trezor.io)
It is the official production-level, battle-tested version of the web wallet interface provided by SatoshiLabs. It is feature-conservative, meaning new functions are added at a slower pace and only after they are thoroughly tested, to ensure the highest reliability of the wallet. The purpose of this wallet is to provide a continuous and stable access to Trezor device.
Trezor Beta Wallet (beta-wallet.trezor.io)
It is a less-tested version of the web wallet interface. New features are first released here, before we consider them to be sufficiently reliable for the production wallet. It serves as a public feature-testing platform for the Trezor community, providing power users with quick access to new features. Even though it is mainly for testing purposes, this wallet is safe to use as in all cases, your private keys are protected by Trezor device.
Old Wallet (old-wallet.trezor.io)
It is an older version of the interface intended for backwards compatibility when a new version is released to Trezor Wallet (wallet.trezor.io) (production) web wallet interface. It is useful when some significant changes are applied. In other words, the previous Trezor Wallet ends here when it is replaced by the newer version.
Wallets can be used interchangeably, as they are just the interface for your Trezor device.
Our products are running under the LGPL 3.0 licence.
Please use this link for more details regarding the licence.
For more information related to legal matters, you can use the general overview on our e-shop.
First of all, we certainly do not plan to stop our business, but even if something unexpected happens, you can use Trezor with a variety of compatible third-party services. Some of these services can be used for the recovery process, letting you access your funds directly in the respective wallet.
Here is the complete list.
Moreover, since our code is open-source, developers from around the world can maintain it and add new functionalities.
Advanced users can run their own local instance of Trezor Wallet interface in combination with the local blockbook. More details can be found here.
We are very pleased that you have decided to place your business on Coinmap.
Adding a venue on Coinmap is a very simple process. Everything you need to do is summarized in this workflow:
1. Visit coinmap.org
2. Click on Go To Map
3. Click on the left bottom corner of the website and select a preferred login method (needless to say, that Trezor connect is very secure and user-friendly option)
4. After a successful login locate the desired area
5. Right click on the area and fill in all the requested information
6. By clicking on Save, the venue will be created
The venues can be removed only by Coinmap admins. First, you need to send your request (report) for evaluation whether it is eligible.
Please take a look at these instructions how to send us a report about the venue you want to delete:
1. Visit coinmap.org
2. Click on Go To Map
3. Click on the left bottom corner of the website and select a preferred login method (needless to say, that Trezor connect is very secure and user-friendly option)
4. After a successful login, locate the venue you want to remove (report)
5. Click on the desired venue, you will see the Actions menu
6. From the Actions menu select the Report Venue option (you can leave a comment about why you want to remove this particular venue - the subject of the email should remain the same to locate the venue in our system).
7. Send the email
All done! Once our admins get to your report, the request will be analyzed and if it is eligible, the venue will be removed.
It may take some time, so thank you for your patience.
The venues can be updated directly by the owner of the venue with one exception described below.
Please take a look at these instructions how to edit your venue:
1. Visit coinmap.org
2. Click on Go To Map
3. Click on the left bottom corner of the website and select a preferred login method (needless to say, that Trezor connect is very secure and user-friendly option)
3. After a successful login, locate your venue you want to update
4. Click on the respective venue, you will see the Actions menu
5. From the Actions menu, select the Edit Venue option and update the desired information
6. Click on SAVE
Exception:
If you want to change the location of your venue, you need to create a new venue in the correct location and report the older venue from Coinmap (see Deleting a venue section).
This procedure needs to be done due to the limitations of the Coinmap interface.
Unfortunately, there is no easy way to obtain it, but the advanced users have an opportunity to get the needed information with the help of our Coinmap API.
Please read the included documentation to understand what parameters should be used and what else can by done with the help of the Coinmap API.
Please take a look at this guide how to split and send your Bitcoin Cash forks.
We are not planning to add any official claiming tool for Bitcoin SV (BSV) fork at the moment.
See also "Conditions for supporting a fork" section (you need to go back), if you're interested in knowing our policy for adding the support for the forks.
If you have concerns whether your Trezor is a genuine product from our company, please refer to this blog article, where you will find the information about how to distinguish between the original and fake Trezor.