If your OneKey Classic 1S or Classic 1S Pure experiences button issues (such as buttons not pressing down, no device response when pressed, or abnormal noises when pressed), you can troubleshoot and resolve the issue as follows.
Far Right Button Unresponsive/Abnormal
When the far right button exhibits the following:
Button cannot be pressed down
No functional response from the hardware wallet when pressed
Abnormal noise when pressed
It is recommended to have your purchase order number ready and contact Online Support for assistance. If your device is within the warranty period, we can assist you with a replacement.
Far Left Power Button Unresponsive
An unresponsive far left power button is more common when the battery of a new device has been deeply discharged.
We recommend trying a long-duration charge first:
Connect the hardware wallet to a power source and charge it continuously for 6–10 hours.
If it returns to normal after charging, you can continue to use it as usual.
If the device is not used for an extended period, it is recommended to charge it regularly to prevent battery damage from deep discharge.
If the issue persists after a continuous long-duration charge, please have your purchase order number ready and contact Online Support for further troubleshooting.