If your OneKey Classic or OneKey Classic 1S does not power on after holding the power button or the screen displays faint or blurry images, the issue might be due to internal screen damage.
To Check
- Screen doesn't light up or displays blurry interfaces when powers on or being charged;
- When connected to the computer via USB-C cable, the OneKey APP recognizes the device, but the screen remains unresponsive;
- Windows system might display a USB device connection notification.
Weak Screen Display
Device detected by OneKey App
Internal Screen Damages
If the above conditions are met, your OneKey Classic or Classic 1S likely has an internal screen issue, even if the external screen looks normal. The internal components may be damaged or broken.
The primary reason for 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 the internal screen damage;
- Provide your order number and any additional information as requested by OneKey staff;
- After OneKey's confirmation on the replacement, mail back or destroy the malfunctioning device and show proof；
- Confirm mailing information for the replacement.
Important Notes for Replacements
- The new product’s warranty period starts from the shipping date of the original order.
Example: If you bought a 1S in January 2024, encountered this issue in May 2024, and completed the replacement process in June 2024, the new wallet's warranty still starts from January 2024. - To protect OneKey from repetitive replacements for the same malfunctioning device, OneKey will verify your destruction video before shipping the replacement hardware wallet to you.
(If you are asked to ship back the malfunctioning device, OneKey covers the shipping costs. The replacement device will be sent upon the arrival of the malfunctioning device.) - If the replacement hardware wallet experiences internal screen damage again, OneKey cannot offer further warranty services.
If your product is out of warranty, OneKey cannot provide replacement services. However, hardware wallet damage will not affect your on-chain assets, and you can recover assets using recovery phrases on a new hardware wallet or an App wallet.