If you forget your PIN code, there’s no need to worry; your crypto assets remain secure, and every transaction is permanently recorded on the blockchain.
However, it’s important to note that when the PIN number is entered wrong for the 10th time (or the 5th time), the OneKey hardware wallet will erase all backups and factory reset. The reset rule depends on the hardware wallet model and firmware version.
Whether you are resetting the device proactively or it is being reset automatically after incorrect PIN entries, there is no limit to the number of times you can reset the OneKey hardware wallet. In theory, it can be reset an unlimited number of times.
Below are the solutions for each scenario. Please follow the instructions according to your situation.
Scenario 1: Forgot PIN Code, Device Not Locked, Recovery Phrase Available
On your hardware wallet device, navigate to: "Settings" -> "Security".
Under the "Security" menu, select "Reset Device".
After resetting the device, import your recovery phrase to restore your wallet and set a new PIN code.
Scenario 2: Forgot PIN Code, Device Locked, Recovery Phrase Available
Enter the incorrect PIN code 10 or 5 consecutive times.
The hardware wallet will automatically reset the device.
After resetting the device, import your recovery phrase to restore your wallet and set a new PIN code.
Scenario 3: Forgot PIN Code, Device Not Locked, Recovery Phrase Lost
In this case, you need to connect to a software wallet that supports OneKey device connections (e.g., OneKey App, OKX Web3 Wallet, Rabby) to transfer your assets out;
Make sure not to press the lock screen button to keep the device in an unlocked state.
Scenario 4: Forgot PIN Code, Device Locked, Recovery Phrase Lost
In this scenario, your hardware wallet account cannot be recovered;
This is because the "Recovery Phrase/Private Key" is the sole means of recovering your crypto assets.
If you need any assistance, please submit a request at the OneKey Help Center, and our customer support team will try their best to assist you.