Frequent Question

Keystone FAQ (常见问题解答)



目录



Firmware Upgrade


Q: Why did my Keystone firmware upgrade fail?


关键字: firmware upgrade;SD card;USB;update failed;upgrade error


If the firmware upgrade fails, please check the following: 1. Make sure AirGap Mode is enabled if upgrading via SD card. 2. Ensure your computer network connection is stable if using USB upgrade. 3. Use the original USB cable. 4. Confirm the SD card is formatted as FAT32. 5. The recommended SD card size is 64GB and should not exceed 512GB. 6. Make sure the firmware file is named exactly keystone3.bin. Do not rename the file manually or use names like keystone3 (1).bin. If the issue continues, please contact support@keyst.one with operation photos/videos, the issue description, current firmware version/type, and target firmware version/type.


Q: Why does my computer not recognize my Keystone device during firmware upgrade?


关键字: device not recognized;USB connection;computer not detect


Please check the following: 1. Use the original USB cable. 2. Try another USB port or computer. 3. Make sure your computer network connection is stable. 4. Confirm the device firmware upgrade file is correct. If the issue continues, please contact support@keyst.one with photos/videos, issue details, current firmware version/type, and target firmware version/type.


Q: What should the firmware file name be for upgrade?


关键字: firmware file;keystone3.bin;file name


The firmware file name must be exactly keystone3.bin. Do not rename it manually or use a modified file name such as keystone3 (1).bin.




Wallet Connection


Q: Why is my wallet address different between Keystone and my software wallet?


关键字: address mismatch;MetaMask;OKX;third party wallet


This issue usually happens because the hardware wallet and software wallet are not using the same account. Please check: 1. Confirm the address/account shown on your Keystone device matches the address/account used in the software wallet. 2. On Keystone: Home page → Select the cryptocurrency → Click the arrow below the QR code to view the address list. 3. Make sure the correct wallet account is selected.


Q: Why can my software wallet not find my assets after connecting Keystone?


关键字: seed phrase;multiple wallets;PIN code


Please check whether you are using the correct wallet. If multiple seed phrases are imported into Keystone, unlock the wallet with the corresponding PIN code. Make sure the seed phrase matches the wallet containing your assets.


Q: Why are my assets missing after restarting Keystone?


关键字: passphrase;hidden wallet;assets missing


If you use a passphrase-protected wallet, the device will return to the default wallet after reboot. Please enter the correct passphrase wallet to access your assets.


Q: Why can I not see my NFTs after connecting Keystone?


关键字: NFT missing;NFT not showing


Please check that the connected software wallet account address matches the Keystone wallet address. Also confirm that the correct network and account are selected in the software wallet.


Q: Why did my transaction signing fail with Keystone?


关键字: transaction failed;signature error


Please check that the software wallet account matches the Keystone account address and that the device firmware and software wallet are updated to the latest version.


Q: Why is my crypto balance or asset not refreshed?


关键字: balance not updated;asset not refreshed


Please check: 1. Network connection. 2. Whether VPN affects the connection. 3. Try switching between WiFi and mobile data. 4. Make sure both Keystone firmware and software wallet are updated.




Order & Shipping


Q: How can I check my order shipping status?


关键字: tracking number;shipping status;delivery


Once your order is shipped, a tracking number will be sent to the email address used for the order. Please check your email and wait for the delivery update.


Q: Why has my order not been shipped for a long time?


关键字: delayed shipping;not shipped


Please contact support@keyst.one with your order number. Customized products may require additional processing time.


Q: What should I do if items are missing from my order?


关键字: missing item;wrong quantity;partial delivery


Please contact support@keyst.one with your order number and details of the missing items.


Q: What should I do if my package is lost during international shipping?


关键字: lost package;international shipping;claim


Please contact support@keyst.one with your order number and shipping details for further assistance.




Hardware Issue


Q: What should I do if my Keystone device is physically damaged?


关键字: physical damage;device damaged


Please describe what happened and send clear photos of all six sides of the device to support@keyst.one for evaluation.


Q: My Keystone device does not turn on or the screen is frozen. What should I do?


关键字: device not turning on;black screen;freeze


Please try the following: 1. Charge the device overnight using the original charging cable and a 5V1A/2A power adapter. Avoid high-voltage chargers. 2. After charging, press and hold the power button for more than 12 seconds to restart. 3. If there is still no response, connect the device to a powered-on computer using the original cable and hold the power button for more than 16 seconds.


Q: Why is my Keystone device not charging?


关键字: charging issue;cannot charge


Please use the original charging cable with a 5V1A/2A power adapter and charge overnight. Avoid high-voltage adapters. If the issue continues, contact support@keyst.one with device photos, order number, and the SN number starting with 96.


Q: Why is my Keystone screen not responding?


关键字: screen issue;unresponsive


Please restart the device by holding the power button. If the issue continues, contact support@keyst.one with photos/videos, order number, and the SN number starting with 96.




Blockchain Basics


Q: Why is my transaction pending for a long time?


关键字: pending transaction;transaction stuck


Please check the blockchain explorer for the latest transaction status. Also check your network connection, VPN settings, and ensure your hardware wallet and software wallet are updated.


Q: Why has my deposit not arrived yet?


关键字: deposit delay;balance delay


Please check the blockchain explorer first. The arrival time depends on blockchain confirmation speed. Also check your network connection and wallet software status.


Q: What is the gas fee and why does it change?


关键字: gas fee;network fee


Gas fees depend on blockchain network congestion and are not controlled by Keystone. Transactions require the native token of the blockchain to pay gas fees.




Security & Recovery


Q: What should I do if my Keystone wallet is lost or stolen?


关键字: lost wallet;stolen device;broken device


Your assets remain safe as long as your seed phrase is not exposed. Keystone devices have anti-tamper self-destruct protection. You can restore your wallet using the seed phrase in any compatible BIP39 wallet.


Q: How does Keystone protect against PIN brute force attacks?


关键字: PIN code;brute force protection


Keystone includes security mechanisms to protect against unauthorized PIN attempts. If you have security concerns, please contact support@keyst.one with details.




Warranty & Replacement


Q: What is Keystone warranty policy?


关键字: warranty;replacement;refund


Keystone provides a one-year warranty. If you purchased Keystone Care+, the extended warranty period applies according to your plan.


Q: How can I request a replacement or refund?


关键字: device replacement;refund request


Please contact support@keyst.one with your order number and detailed issue description to request replacement or refund assistance.




Product Customization



关键字: custom edition;custom SKU;special edition;missing link


Please tell us which event, wallet brand, or blockchain project the customized wallet is related to. We will help identify the correct SKU. If it is a discontinued or unavailable product, please contact support@keyst.one for further assistance.


Q: Can I still purchase a customized Keystone wallet that is not listed on the website?


关键字: custom wallet;limited edition;custom product


Please provide details about the customization (event, project, wallet, or blockchain). We will check availability. For discontinued customized products, please contact support@keyst.one.




Payment Issue


Q: Why did my payment succeed but my order information is not showing?


关键字: payment failed;order missing;payment completed


Please provide your payment transaction ID and proof of successful payment to support@keyst.one. Our team will check the order status in the backend and provide a solution.


Q: What should I do if I paid but did not receive an order confirmation?


关键字: payment confirmation;order not created


Please send your payment details, transaction ID, and any payment confirmation information to support@keyst.one for verification.




Shipping Address


Q: Can I use a PO Box address for delivery?


关键字: PO Box;postal box;delivery address


PO Box addresses may be rejected by local logistics providers and may cause delivery issues. We recommend using a private pickup option if available during checkout. Please provide a complete delivery address using this format: Name, Address, Zip code, City, Province/State, Country, Contact Number, Email Address.


Q: What address format should I use when placing an order?


关键字: private pickup;shipping address format


Please provide a complete physical delivery address with the following information: Name, Address, Zip code, City, Province/State, Country, Contact Number, Email Address.




Customs & Import


Q: How long does customs clearance usually take?


关键字: customs clearance;Southeast Asia;Thailand;Vietnam


Customs clearance time varies by country. In some Southeast Asian regions such as Thailand and Vietnam, the process can be unpredictable and may take around 7 days to 1 month. Some packages may fail clearance and be returned to the sender. We recommend using another delivery location if possible.


Q: What happens if my package is stuck in customs?


关键字: customs delay;international shipping


Customs processing is handled by local authorities and the timeline is not controlled by Keystone. Please monitor the tracking information and contact the shipping provider for local customs updates.




DOA Issue


Q: What should I do if my Keystone device arrives not working?


关键字: dead on arrival;DOA;new device not working


Please try the following first: Use the original charging cable with a 5V1A/2A power adapter and charge the device overnight. Avoid high-voltage adapters. If the issue continues, please contact support@keyst.one with device photos, order number, and the SN number starting with 96.


Q: My new Keystone device cannot turn on. What should I check?


关键字: device cannot start;first activation


Please charge the device overnight using the original charging cable and a 5V1A/2A power adapter. Avoid high-voltage chargers. If there is still no response, contact support@keyst.one with device photos, order number, and SN number starting with 96.




Product Authenticity


Q: How can I verify that my Keystone device is authentic and not tampered with?


关键字: genuine product;tampered device;security verification


All Keystone devices are shipped with security seals. Please check whether the seal has been opened when receiving the package. You can also verify your device security through the official authentication page: https://keyst.one/authentication


Q: How can I know if my device was opened before delivery?


关键字: seal;package opened


Please check the security seal on the package. If the seal is damaged or opened, please contact support@keyst.one with photos for assistance.




Bulk Purchase


Q: Do you offer bulk purchase discounts?


关键字: bulk order;discount;wholesale


Yes. Please provide the SKU and quantity (PCS) you plan to purchase. Contact support@keyst.one and our team will provide a quotation.


Q: Can I get a special price for a large quantity order?


关键字: enterprise purchase;large order


Yes. Please send your required SKU and purchase quantity to support@keyst.one for bulk pricing support.




KYC


Q: Do I need to complete KYC to purchase or use Keystone products?


关键字: self custody;KYC requirement;privacy


No. Keystone products are self-custody wallets and do not require KYC. Users maintain full control of their own assets.




Discounts & Payment


Q: Do Keystone Gen 2, Keystone Pro,  or Keystone Essential users get upgrade discounts?


关键字: upgrade discount;Keystone Gen 2;Keystone Pro;Keystone Essential;Keystone 3 Pro


Yes. Keystone Gen 2, Keystone Pro, and Keystone Essential users may be eligible for upgrade discounts when purchasing a Keystone 3 Pro. Eligibility and discount amounts depend on your previous purchase history. Please contact support@keyst.one with your order number and device serial number (SN) for verification.


Q: Can I use multiple discount codes in one order?


关键字: discount code;multiple coupons;promotion code


No. Discount codes cannot be combined. Only one discount code can be applied per order.


Q: What if I forgot to use a discount code when placing my order?


关键字: forgot discount;price adjustment;promotion


If you qualify for a promotion that started shortly before or after your purchase, please contact us within 7 days after receiving your order. Our team will review your case and check whether a price adjustment is available.


Q: Do Ledger or Trezor users receive special discounts?


关键字: Ledger discount;Trezor discount;competitor users


Eligible Ledger and Trezor users may qualify for special promotions. Please provide proof of ownership or a photo of your device and contact support@keyst.one for verification.


Q: What payment methods does Keystone accept?


关键字: payment methods;PayPal;Alipay;credit card;crypto


We accept secure payment methods including PayPal, Alipay+, major credit/debit cards (Visa, Mastercard, UnionPay), and cryptocurrencies including BTC, ETH, and Solana Pay.




Shipping & Delivery


Q: Where does Keystone ship to?


关键字: shipping countries;shipping regions;international shipping


Keystone ships to many countries and regions worldwide. Shipping availability depends on your location and local regulations. Please check the latest shipping regions here: https://keyst.one/shipping-regions


Q: How can I track my Keystone order?


关键字: tracking number;order tracking;shipping email


Once your order ships, you will receive a shipping confirmation email with your tracking number and tracking link. Use the tracking information to monitor delivery progress.


Q: Why has my order not shipped yet?


关键字: order not shipped;shipping delay;processing time


Most orders are processed and shipped as quickly as possible. Customized, limited-edition, or co-branded products may require longer production time. If your order exceeds the expected timeframe, please contact support@keyst.one with your order number.


Q: How long does Keystone shipping usually take?


关键字: delivery time;shipping duration


Delivery time depends on destination, customs clearance, and carrier performance. Tracking updates may take several days after shipment.


Q: My package shows delivered but I did not receive it. What should I do?


关键字: delivered but missing;package not received;lost package


Please check with family members, neighbors, building management, or safe locations where the carrier may have left the package. If you still cannot locate it, please contact support@keyst.one.


Q: What should I do if my package is delayed?


关键字: package delayed;delivery delay;carrier issue


Shipping delays may happen due to customs clearance, weather, carrier backlog, or local delivery issues. If the delay is unusually long, please contact support@keyst.one.


Q: Can I choose a specific shipping carrier?


关键字: shipping carrier;DHL;YT;Amazon Logistics


We currently do not support selecting a specific carrier. The carrier is automatically selected based on your destination and the most suitable shipping route, using logistics partners such as YT, Amazon Logistics, DHL, and others.




Address Changes


Q: Can I change my shipping address after placing an order?


关键字: change address;shipping address update


If your order has not shipped, address changes may be possible. If it has already shipped, changes cannot be guaranteed. Please contact support@keyst.one as soon as possible with your order number.


Q: Can I change my address after my order has shipped?


关键字: shipped order;delivery address change


Once an order has shipped, address changes cannot be guaranteed. Some carriers may allow limited updates depending on destination and shipping method.




Tax Information & Customs


Q: Why do I need to provide a tax ID?


关键字: tax ID;customs clearance;import information


Some countries require tax identification information for customs clearance. Providing the required information helps avoid shipping delays or failed deliveries. Please contact support@keyst.one if you need to provide it.


Q: Which countries may require a tax ID for delivery?


关键字: Brazil tax ID;Mexico tax ID;Chile tax ID


Countries such as Brazil, Mexico, and Chile may require tax identification numbers for customs clearance. Providing the required Tax ID helps prevent delays.


Q: Do I need to pay customs duties or import taxes?


关键字: customs duty;VAT;GST;import tax


Customs duties, VAT, GST, and import taxes are determined by your local customs authority and are the responsibility of the recipient.




Customized & Co-Branded Products


Q: Why is my customized or co-branded order taking longer to ship?


关键字: custom order;co-branded;limited edition;production time


Customized and co-branded products usually require longer production cycles than standard products. Total production and shipping time may take approximately two months.


Q: Can I cancel a customized order?


关键字: custom order cancellation;personalized product


Once production has started, customized orders generally cannot be canceled.




Order Cancellation


Q: Can I cancel my Keystone order?


关键字: cancel order;order cancellation


Orders can usually be canceled before shipment. Once an order has shipped, cancellation is no longer possible and standard return procedures apply.


Q: Can I cancel my order after it has shipped?


关键字: shipped order;cancel shipment


No. Once an order has shipped, it cannot be canceled. If you no longer want the product, please wait until delivery and contact support@keyst.one regarding return options.




Returns & Refunds


Q: What is Keystone's refund policy?


关键字: refund policy;return window;unopened product


Keystone offers a 15-day return window for eligible unopened products after delivery. Returned products must remain unopened and in original packaging. More details are available here: https://keyst.one/refund-policy


Q: Can I return a used hardware wallet?


关键字: used hardware wallet;security return


No. For security reasons, used hardware wallets are not eligible for return or refund.


Q: Who pays for return shipping?


关键字: return shipping fee;return cost


For returns due to personal reasons, customers are generally responsible for return shipping costs and applicable fees.


Q: Can I return a customized or co-branded product?


关键字: customized product return;co-branded return


Customized products may have different return restrictions. Please contact support@keyst.one for specific guidance.


Q: How long does it take to receive my refund?


关键字: refund processing;refund time


After the refund is approved and processed, funds are returned through the original payment method. Processing time depends on your payment provider.


Q: Can I receive a refund in cryptocurrency?


关键字: crypto refund;cryptocurrency payment refund


Cryptocurrency refunds may be available depending on the original payment method and order situation. Please contact support@keyst.one for assistance.




Invoices


Q: Can I request an invoice for my order?


关键字: invoice request;receipt;billing document


Yes. Invoices can be issued after your order has been delivered.


Q: Why can I not get an invoice before delivery?


关键字: invoice before delivery


Invoices are generated after successful delivery to ensure the order information is accurate and complete.


Q: Can I modify invoice details?


关键字: invoice modification;billing information


Some invoice information can be updated before issuance. Please contact support@keyst.one with your requirements.




Personal Data


Q: Can I request deletion of my personal information?


关键字: data deletion;personal information;privacy


Yes. Customers may request deletion of eligible personal information after the order process is complete and there are no active disputes or chargebacks.


Q: What personal information can be deleted?


关键字: delete data;personal information scope


Eligible information may include your name, email address, phone number, invoice details, and shipping-related personal data, subject to legal and compliance requirements.




Order Status & General Questions


Q: I have not received a shipping notification. What should I do?


关键字: shipping notification;no email;order update


Please check your spam or junk folder first. If you still cannot find the email, contact support@keyst.one with your order number.


Q: My order requires additional information before shipping. What should I do?


关键字: additional information;customs document;missing details


Please provide the requested information as soon as possible. Missing address details, tax information, or customs documents may delay shipment.


Q: How can I get help with my specific order?


关键字: order inquiry;order support


Please contact support@keyst.one and include your order number so our team can assist you more efficiently.


Updated on: 09/07/2026

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