If you're having an issue adding, signing, or health checking a hardware device, we have some device-specific articles with troubleshooting suggestions unique to that device.
See the links below to be directed to troubleshooting support for your specific device:
For a full list of our support devices, see Supported platforms + hardware wallet firmware.
Below are some general troubleshooting suggestions for hardware device issues.
- Ensure your firmware is up to date. Check out our firmware support page to know which firmware to use and how to update it.
- Chrome is the most reliable browser for hardware device signing. Avoid using Firefox or Brave with Ledger and Trezor, specifically.
- Reconnect your device to your computer.
- Make sure you've entered your PIN correctly.
- If you're using a Ledger, make sure the Bitcoin app is open and your device says 'Application is ready.'
- If you're using a Trezor, make sure the Trezor Suite Desktop app is open because it acts as a bridge when connecting your device.
If you've tried the steps above and are still getting an error, please send the error description to our support team. Including a screenshot of the message may also be helpful.
Platinum and Diamond members can reach out directly to their Client Advisor.
Gold members may submit a support request here.
