Question 1

My Keystone 3 pro cannot turn on.

Accepted Answer

Hi there,

Thank you for reaching out to Keystone Support.

There may be an issue with charging not reaching full capacity or the battery level display, which is a known quirk caused by the embedded system. To troubleshoot, please follow these steps:

Utilize a 5V1A or 5V2A adapter along with the provided USB cable for charging.
Charge your device for at least one hour, and then attempt to restart the device by performing a 16-second long press.

If the problem persists, please follow the steps below for a smooth firmware update process:

Access Recovery Mode on your device:（Update when you successfully enter recovery mode. The battery does not need to exceed 20%. If a relevant error occurs, it proves that you have not successfully entered the first step.）

Connect to Your Computer:

Connect your Keystone 3 Pro to your computer using the provided USB cable.

Long-press the power button for 20 seconds to enter Recovery Mode.

For Windows Users: Your Keystone 3 Pro will be recognized as a USB drive in File Explorer.
For macOS Users: Look for a "No Name" USB drive icon on your desktop or find it in Finder under "Locations."

Download Firmware Package: Keystone firmware update

Click the “SD card Update” icon;
Download the firmware package named "keystone3.bin" to your computer.

Transfer Firmware:

Drag the downloaded firmware fi

Question 2

Which cryptocurrencies and tokens does Keystone support?

Accepted Answer

Articles on: Keystone Hardware Wallet

Keystone supports a range of digital assets including BTC, ETH, SOL, NEAR, BNB, POLYGON, APTOS, DOT, KSM, XRP, LTC, DASH, BCH, and TRON.

To make it easier to manage your assets, Keystone only displays the main-chain assets. You can add and manage additional tokens via the mobile app.

Support for ATOM, AR, and ADA is coming soon.

A list of currently Supported Assets and Wallets can be found on our website.

Updated on: 17/02/2023

Question 3

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

Accepted Answer

Articles on: Keystone Hardware Wallet

Keystone requires users to have complete control and ownership of their private keys (recovery phrase). If the Keystone device is lost or damaged, the Secure Element will protect the private keys from being exposed. The Keystone Pro also has a self-destruct mechanism that automatically erases all information, including private keys, if the device is disassembled.

Different brands of hardware wallets use different derivation paths, so if you import the recovery phrase into a hardware wallet of a different brand, some of the assets on certain addresses may not be visible or accessible. If your Keystone is lost or broken, it is recommended to recover your assets using a wallet with the same derivation path as Keystone.

If you have any additional concerns, please contact the Keystone Support Team. Our administrators will assist you as soon as possible.

Updated on: 17/02/2023

Question 4

Keystone Hardware Wallet Feature Highlights

Accepted Answer

Articles on: Keystone Blogs Keystone Hardware Wallet is a 100% Air-gapped QR code communication hardware wallet for Bitcoin, Ethereum, tokens of EVM compatible chains, USDT, BCH, XRP, Tron, LTC, Dash, Polkadot, Kusama and 1000+ more cryptocurrencies.

It offers a convenient cold storage and blind signing solution with an open source firmware, 4 inch touchscreen and PSBT Bitcoin multisig support. Protect your cryptocurrency with the perfect balance between secure and convenient hardware wallet with mobile phone support.

These are the full feature highlights of the Keystone Essential and Pro.

All hardware wallets need some means of connecting to the network to sign transactions; how “air-gapped” your hardware wallet is depends on how it limits the attack surface when transmitting data to an internet-enabled device. QR codes have a smaller attack surface than USB, NFC, and Bluetooth, making them the perfect means of data transmission for an air-gapped hardware wallet. We have pioneered an animated QR code solution that enables transmission of larger amounts of transaction data and have also developed microSD card capability as requirements for compatibility with desktop wallets like Electrum and Wasabi are more demanding.

Using QR codes, you can verify each and every data transmission to ensure that information coming into the Keystone Hardware Wallet contains no trojans nor viruses and information going out doesn’t leak private keys

Question 5

Return & Refund Policy

Accepted Answer

Articles on: Keystone Hardware Wallet

Keystone has a 30-day return policy, which allows the buyer to request a refund and return the products within 30 days of receiving them.
To qualify for a refund, the products must be in the same condition as when the buyer received them and must be in their original unsealed packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

For more details, please refer to the link provided: Sales Terms and Conditions

Updated on: 17/02/2023

Question 6

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

Accepted Answer

Articles on: Keystone Hardware Wallet

Executing firmware updates via a SD card is more secure because it reduces the risk of online attacks. The SD card is a physical device that is not connected to the internet, making it less vulnerable to hacking.

In contrast, methods such as Bluetooth rely on wireless communication and are more susceptible to interception or spoofing. Studies have also shown that hardware wallets which use SD cards for updates have a lower count of security breaches compared to those that use other methods.

Updated on: 17/02/2023

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