We've compiled a list of frequently asked questions from our users, and you can find the answer to your query by searching for keywords in this page. If you don't find what you're looking for, please contact our customer support team.

You are also welcome to correct us at any time if there is a deficiency in the answer.

1. When my OneKey hardware wallet comes, what should I do?
Note: If you bought your OneKey hardware wallet from a third-party store, check the outside box for damage and tears in the security code.

2. An overview of the OneKey hardware wallet

3. How long does the OneKey wallet last, and how do I charge it and use it?

(1) Duration of life

The OneKey wallet battery is a 100mAh lithium-ion battery whose life is mostly governed by the number of complete charge/discharge cycles. The battery capacity will be reduced to 70% of its original capacity after 700 complete charge/discharge cycles, and the battery capacity will continue to diminish with continued use.

(2) Charging Procedures

Use a phone charger with a 5V 200mA or higher output.
The gadget will not charge if you use a cable having Type-c connectors on both ends.

(3) Charging time

The charging period is approximately 90 minutes, and the battery icon on the LCD will continue to flash while charging and will stop blinking once fully charged.

Note: When the smartphone is in hibernation mode and charging is done properly, the battery icon is not visible.

(4) How long should you use it?

It is dependent on personal usage habits; once completely charged, it can last for approximately 120 minutes if used continuously.

For more details you can see: How long does the OneKey hardware wallet last?

4. I can't find the token I'm looking for. What currencies does OneKey accept?

OneKey supports the ERC20, BSC, and HECO public chains. We should support the coins that aren't currently supported, but the timeline is unpredictable, so keep an eye on OneKey for the latest updates.

This is what we are now advocating for:  https://onekey.so/en-US/cryptos
This is a list of coins that may be readily added to the plugin:  https://www.onekey.so/en-US/tokens
Take a look at OneKey's current product line:

5. What is the procedure for importing a mnemonic?

To import a mnemonic on the hardware wallet OneKey (only how to import a mnemonic into the hardware wallet is described here), please see:How to restore the wallet (import a mnemonic)

6. Why can't I generate (import) mnemonic without using the Internet, and why doesn't the balance appear once I generate (import) one?

(1) The OneKey hardware wallet follows the BIP39 protocol and creates the booster on the hardware itself, eliminating the need for an Internet connection.
(2) Because the hardware wallet cannot communicate with the network directly, it must be linked to other software in order to display the account address and balance.

7. Why does the hardware wallet generate mnemonic rather than a private key, and how can I get the private key?

(1) The OneKey hardware wallet follows the BIP39 protocol and creates mnemonic on the device itself.
The following is a simplified version of the process: mnemonic→seed→master private key→child private key→child public key→address.

(2) The mnemonic can only be viewed once, and neither the mnemonic nor the private key can be exported after that.

8. How can I ensure that I have accurately written down the mnemonic?

You can perform a backup check on the desktop side of OneKey, please see: Desktop Mnemonic Checking Tutorial

9. How many bits of mnemonics does OneKey generate?

(1) By default, OneKey hardware wallets that are connected to a desktop client generate a 24-digit mnemonic.
(2) You can choose 12/18/24 digits for OneKey hardware wallets that produce mnemonics.
(3) By default, OneKey software wallets generate a 12-digit mnemonic.

10. When I import the mnemonic into the hardware wallet, why does it show as invalid?

(1) Re-import the mnemonic to make sure it's the right one.
(2) Verify that the preceding wallet complies with BIP39. (At this time, Electrum is not known to support it.)

11. Why is it necessary for me to create a PIN code?

Make sure that only users who know the PIN code can use the hardware wallet to make it more secure.

12. How does the PIN code safeguard my belongings?

The hardware wallet can only be used with the right PIN code; if you enter it wrong 10 times, the hardware wallet will be reset.

13. I have a 6-digit PIN, how can I enter it?

To get the seventh digit, hit the up or down key, then OK when the check mark appears.You can see how to unlock with PIN: How to unlock with PIN  

14. Is a 9-digit PIN code safer than a 6-digit PIN code, and how do I choose one?

Because the security of 9 digits is stronger than that of 6 digits, you must select a certain number of digits.

15. What should I do if my OneKey hardware wallet is lost?

To swiftly transfer assets out, locate the backup mnemonic and re-import it into a wallet that accepts the BIP39 format.

16. Why do I need to be online at all? Is it still untrustworthy?

Don't worry, our security chip protects your assets by isolating the key from the network. It is the private key that does not interact with the network, not your device; the network is used for broadcasting out.

17. Is it safe to use OneKey Wallet for all of my transactions?

When users leave the network, we promise that their coins will not be lost. Consider mining: the user deposits the coins in the project party's contract address, and contract authorisation is the same as handing up power. The coins aren't guaranteed if something goes wrong with the contract.

18. Can Bluetooth be used to connect computers to hardware devices?

That's impossible. The desktop is connected to the physical device by data connection, while the mobile app is connected to it via Bluetooth.

19.After numerous attempts, why am I unable to install Bridge?

You can see if your computer has a computer manager like 360. Close any antivirus software, such as 360, Tencent Explorer, and try again before installing Bridge for the first time. Check out: Repeated Bridge Installation Prompts for additional information.

20. My computer is a Mac, why isn't there a display when I use the cord to connect my computer and hardware device?

Our cable is an a-port, while the Mac has a c-port. A c-to-c cable will not effectively transfer data.

21.Is a Mac-connected OneKey Hardware Wallet more secure than a Windows-connected OneKey Hardware Wallet?

When a computer is connected to the Hardware Wallet, no distinction exists between the two systems. The mnemonics are completely isolated because the Hardware Wallet is not directly connected to the network.

22.What should I do if I want to see the coins I topped up at the second address on the mobile app and OneKey browser extension?

You can reconnect to the hardware and produce fresh addresses, which are generated sequentially.

23.Can you assist me in resetting my OneKey browser extension login password?

The ext's login password is the same as the lock screen password, and it can't be recovered if you forget it.

24. When I have both the MetaMask and OneKey browser extension active, why does the OneKey browser extension not load?

Because the MetaMask and OneKey browser extension are incompatible, you can only view it if you keep one of them open in your browser. Settings - Extensions is the path to changing plug-ins.

25. Why is the address generated by the phone different from the address generated by the desktop hardware wallet?

(1)The software wallet created by a cell phone is akin to a hot wallet but is unrelated to a hardware wallet.

(2) Different address forms are generated by the same assistance word; BTC has three formats, with the same address appearing in each.

(3)Make sure you have set Passphrase.(See Article 26 for details)

26.What is the definition of Pass?

(1) Pass' major goal is to construct a new wallet that is not dependent on the original mnemonic. It's the same as putting a slash after the mnemonic, therefore the address of the created child private key will change.
(2) It's exclusively for expert players, and it's neither described nor suggested here.

27. What if the Hardware Wallet app is unable to establish a Bluetooth connection?

Please look over the following: The Hardware Wallet app is unable to connect to a Bluetooth device.

28. I'd like to learn more.

Visit the official OneKey website at: https://onekey.so/en-US 

Go to the OneKey Support Center at: https://help.onekey.so/hc/en-us 

29. Isn't it true that none of the above is a problem for me?

You can submit a request through the Help Center, and we'll respond as quickly as possible.

OneKey Desktop currently supports the following currencies:

OneKey Android version: supports BTC, ETH, and most tokens on the Binance, Heco, OEC, CFX, and STC chains, and you can add your own contracts.

Onekey iOS version: Support BTC, ETH, and most tokens of Binance, Heco, OEC, CFX, STC chains, and you can add your own contracts.

OneKey Browser Extension: Supports Google and Firefox browsers, with Brave and Edge being able to add contracts of their own.