Contact KeepKey support
Never send your recovery phrase, passphrase or PIN to anyone. KeepKey support never asks for them. Anyone who does is trying to steal your funds.
Many problems are solved in Troubleshooting and the FAQ.
Reach the KeepKey team
- Go to keepkey.com/support and choose Open Ticket. This opens support.keepkey.com .
- The support site starts with KeepKey’s AI assistant. It answers many questions right away, but it isn’t a person.
- To reach a person, open a ticket there and give the email address you want replies sent to. The KeepKey team replies by email.
If you can’t use the ticket form, email support@keepkey.com.
What to include
- Your operating system and version, for example Windows 11 or macOS 15.
- Your KeepKey Desktop version: Settings → Application → App Version.
- Your firmware version: Settings → Device → Firmware.
- Any report you copied in KeepKey Desktop: Copy report from Windows Run diagnostics, or the report from Audit (missing coins).
- What you tried, and the exact error message.
Reports and screenshots can show your addresses and balances. Hide them if you don’t want to share them.
Orders, returns and warranty
- Orders and invoices: open a ticket and include your order number.
- Refunds: only for devices that are still sealed and returned within 10 days of the order.
- Warranty: see the KeepKey limited warranty . It lasts one year from the date of purchase. To make a claim, email support@keepkey.com with your proof of purchase.
Report a KeepKey Desktop bug
github.com/keepkey/keepkey-vault/issues