Before You Begin: Try Troubleshooting First
If you encounter an issue while using OneKey App, we recommend first reviewing the relevant articles in OneKey App Troubleshooting and following the suggested steps.
If the relevant Help Center articles do not resolve the issue, follow the steps in this article to export the status logs. Then refer to How to Contact OneKey Support and Submit Issue Information to contact OneKey Support, and provide the log ID or log file so our support team can investigate further.
Export Status Logs
Open OneKey App and go to the wallet home page.
Tap More.
Go to Settings → About.
Tap Export Status Logs.
Follow the on-screen instructions to upload or export the logs.
After the export is complete, upload the generated log file and send the log ID or log file to OneKey Support.
Recommended Information to Include
A detailed description of the issue and any error messages;
The steps you took before the issue occurred;
The approximate time when the issue occurred;
Relevant screenshots or screen recordings, if available.
Security reminder: Never share your recovery phrase, private keys, wallet password, or PIN with anyone. OneKey Support will never ask for this information.