# 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](/docs/desktop/troubleshooting) and the [FAQ](/docs/faq).

## Reach the KeepKey team

1. Go to [keepkey.com/support](https://keepkey.com/support) and choose **Open Ticket**. This opens [support.keepkey.com](https://support.keepkey.com).
2. The support site starts with KeepKey's AI assistant. It answers many questions right away, but it isn't a person.
3. 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](mailto: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](/docs/desktop/troubleshooting#my-coins-are-missing-or-show-0)).
- 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](https://keepkey.com/limited-warranty). It lasts one year from the date of purchase. To make a claim, email [support@keepkey.com](mailto:support@keepkey.com) with your proof of purchase.

## Report a KeepKey Desktop bug

[github.com/keepkey/keepkey-vault/issues](https://github.com/keepkey/keepkey-vault/issues)

## Related

- [Troubleshooting](/docs/desktop/troubleshooting)
- [Coming back to an old KeepKey](/docs/desktop/coming-back)
- [FAQ](/docs/faq)
- [Staying Safe](/docs/learn/staying-safe)