If your OneKey Classic or OneKey Classic 1S does not power on after pressing and holding the power button, or the screen displays a faint or blurry image, this may be caused by internal screen damage.
How to Check
The screen is not lit 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 is unresponsive;
The Windows system may display a USB device connection prompt.
Faint screen display
Device detected by OneKey App
Internal Screen Damage
If the above conditions are met, your OneKey Classic or Classic 1S may have an internal screen damage issue, even if the external screen appears normal. The internal components may be damaged or broken.
The main reason for this issue is improper use or storage. If your product is still under warranty, OneKey provides one free replacement service.
Damaged (Left) vs. Normal
Replacement Process
Submit a video via a 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 show proof;
Confirm the shipping information for the replacement device.
Important Notes for Replacement
The warranty period of the replacement product is 1 year, starting from the date OneKey ships it.
To allow OneKey to prevent duplicated replacements for the same damaged device, OneKey will review your destruction video before shipping out the replacement hardware wallet.
(If you are required to return the damaged device, OneKey will cover the shipping costs. The replacement device will be sent upon receipt of the damaged device.)
If your product is out of warranty, OneKey cannot provide replacement services. However, hardware wallet damage will not affect your assets on the blockchain, and you can recover your assets using the recovery phrase on a new hardware wallet or app wallet.