If your OneKey Classic or OneKey Classic 1S does not power on after pressing and holding the power button, or if the screen is dim or blurry, it may be due to internal screen damage.
How to check
The screen does not light up, or displays a blurry interface when powering on or charging;
When connected to a computer via a USB-C cable, the OneKey app detects the device, but the screen remains unresponsive;
The Windows system may display a USB device connection notification.
Dim screen display
Device detected by the OneKey App
Internal screen damage
If the above conditions are met, your OneKey Classic or Classic 1S likely has an internal screen issue. Even if the exterior screen appears normal, the internal components may be damaged or broken.
The primary cause of this issue is improper use or storage. If your product is still under warranty, OneKey offers one-time replacement service.
Damaged (left) vs. Normal
Replacement procedure
Submit a video via ticket to prove the internal screen damage;
Provide your order number and any other additional information as requested by OneKey staff;
After OneKey confirms the replacement, return or destroy the damaged device and provide proof;
Confirm the shipping information for the replacement device.
Important notes for replacement
The warranty period for a replaced product is 1 year from the date OneKey ships it.
To prevent OneKey from making repeated replacements for the same damaged device, OneKey will review the destruction video of your device before shipping the replacement hardware wallet.
(If you are asked to return the damaged device, OneKey will cover the shipping costs; the replacement device will be shipped once the damaged device arrives.)
If your product is out of warranty, OneKey cannot provide replacement service. However, damage to the hardware wallet will not affect your on-chain assets, and you can recover your assets using the recovery phrase on a new hardware wallet or app wallet.