If OneKey Classic or OneKey Classic 1S does not turn on after pressing the power button, or if the screen displays dim or blurry images, the issue may be caused by internal screen damage.
To verify
The screen does not light up or displays blurry interfaces when powered on or during charging;
When connected to a computer via USB-C cable, the OneKey app recognizes the device, but the screen remains unresponsive;
Windows may display a notification that a USB device has been connected.
Dim screen display
Device detected by OneKey App
Internal Screen Damage
If the conditions mentioned above are met, your OneKey Classic or Classic 1S is likely experiencing an internal screen issue, even if the external screen appears normal. Internal components might be damaged or broken.
The primary cause of this issue is improper use or storage.If your product is still under warranty, OneKey offers a one-time replacement service.
Damaged (left) vs Normal
Replacement Process
Submit videos via a ticket proving internal screen damage;
Provide your order number and any additional information as requested by OneKey staff;
After OneKey confirms the replacement, recharge or destroy the faulty device and show proof;
Confirm shipping information for the replacement.
Important Notes for Replacement
The warranty period for the replacement product is one year, starting from the day OneKey ships it.
To prevent OneKey from repeated replacements for the same faulty device, OneKey will verify your destruction video before shipping the alternative hardware wallet to you. (If you are asked to ship back the faulty device, OneKey covers the shipping costs. The replacement device will be sent upon arrival of the faulty device.)
If your product is out of warranty, OneKey cannot provide replacement services. However, damage to the physical wallet will not affect your assets on the chain, and you can recover assets using recovery phrases on a new wallet or app wallet.