OneKey Support Center

Address problems and solutions for importing mnemonic or connecting hardware wallet

  • Updated

Situation 1: Importing a token (private key) into OneKey from an external wallet (a different wallet)

First and foremost, we do not recommend using the mnemonic from the hot wallet in the hardware wallet. The hardware wallet's role of keeping the mnemonic in the security chip to isolate the network is rendered worthless after the mnemonic has come into contact with the network.

Some users report address changes or issues when importing the mnemonic(private key) from an external wallet. There are various other cases, in addition to human faults such as errors in transcribing and backing up the mnemonic and mistyping the word when importing:

1. Different mnemonic standards

The BIP39 standard is used to create OneKey's mnemonics. Importing non-BIP39 compliant mnemonics will result in an import error. (BIP39 is not known to be supported by Electrum.)

2. BIP39 standard key, but after importing, the BTC address is modified.

A public key corresponds to a private key, and the address is calculated from the public key.

BTC now has three forms of address calculation, which means that each BTC private key has three parallel addresses that are independent of one another and do not share the amount on the address, therefore you must choose the correct format when creating an address.

 SegWit starting with "3" is now recommended, as it is widely available and has cheaper transfer fees.


SegWit starting with "3" is the default address produced by the OneKey wallet app.

When creating a wallet, you can click Advanced and select BTC Address Type,if the address of the coin deposit is not in this format.


SegWit starting with "3" is the default address produced by the OneKey Desktop.

In the Account type section of your New Account, you have two other options.


3. is the BIP39 standard mnemonic, however after importing, the ETH address changes.

OneKey's default ETH import path is m/44'/60'/0'/0/0, which is also the most often used import path.

External wallets (other wallets) have a different import path than OneKey, which results in different addresses when the mnemonic is imported.

On the OneKey wallet app, you can change the import path.

How to stay away from it:

(1) When importing, keep in mind the import path of the previous mnemonic and change it.

(2) Instead of importing the external booster directly, create a new booster on the hardware wallet and transfer it after ensuring the address is accurate.

Situation 2: Use the OneKey hardware wallet to solve problems connecting to the software side

1. Enable Password Protection.

There is no such thing as a correct or incorrect Pass, each new Pass will generate a new address and private key with the original mnemonic. It's two separate accounts from the one before it. To get the prior address, you'll need to enter the previous Password.

Check out this page for more information on Pass: What is Pass?

2. Clear the contents of the hardware wallet.

You can choose to create a new mnemonic after resetting the hardware wallet. The new mnemonic will be completely distinct from the previous one, and it will not be able to produce the same address or get the assets from the previous one. Please make careful to provide evidence for the use of the mnemonic.

3. Confusion between software and hardware wallets

The software wallet address is always utilized as the hardware wallet address, and if you reset the plug-in or switch browsers, you'll see that the address has changed and the assets are no longer accessible.

For more information about software wallets and hardware wallets, you can check out:Blockchain Wallet Basics / The distinction between software and hardware wallets

4. You notice that the address has changed after changing the device (resetting the hardware wallet) and using it for a period.

When you link a hardware wallet to a browser plugin, the browser plugin will encrypt and store the public key locally. Because of the cache, if you change or reset the hardware device to connect with the browser plug-in at this time, the browser will still use the old mnemonic's address.

When you connect the hardware wallet to another browser, the hardware wallet address displayed in the wallet app or desktop differs from the hardware wallet address presented in the browser plugin.


If you're not sure which case it belongs to, use the methods below to figure it out.

1. Check to see if the software wallet address or the hardware wallet address has been used before.

(1) After the software wallet address and the hardware wallet address, there are different flags.

(2) Whether each transfer requires a click on the hardware wallet to confirm.

2. To see if Pass is the issue, open the desktop and check if Pass is enabled.

(1) If the incorrect Pass has been input, try again until the proper Pass has been entered.

(2) Turn off the Pass switch and connect with a fresh browser and hardware wallet if it hasn't been entered yet.

3. Verify that Pass has not been input, that Pass is not enabled, and that the current address is not the same as the prior address.

Check to see whether the hardware wallet has ever been reset or replaced.

(1) Replaced: Simply reinstall the appropriate hardware wallet.

(2) Reset: Use a new browser to connect to the hardware wallet, import the old helper words from the backup into the wallet, and complete the transfer.


  • Import the old mnemonic into another wallet to inspect them; do not import the mnemonic back into this hardware wallet unless you are certain the situation has been resolved.
  • To figure out which mnemonic belongs to the address used, look at the prior address transfer history and compare it to the hardware wallet's reset (replacement) time.


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