Frequently Asked Questions

Hardware wallets

It is well known by now that keeping your cryptocurrency on a software wallet or exchange puts your holdings at risk. Getting a hardware wallet is the best way to outsmart hackers and avoid losing your assets. 

With a hardware wallet, your private keys remain completely offline. Even when you send or receive transactions, your information remains sealed off from your computer, the internet, or any centralized company server. 

This makes it nearly impossible for hackers to access and steal your cryptocurrency while you are transacting with others online. 

Better yet, even if your wallet were to fall into the hands of a third party, full encryption fo your data via PIN numbers and other additional layers would prevent them from being able to access your funds. 

Ultimately, getting a hardware wallet is a critical step in the process of responsibly investing in and protecting your cryptoassets. 

When you first initialize and setup your hardware wallet, a 12, 18, or 24 word mnemonic seed phrase will be generated that represents your private key. This list of words should be written down and stored in a safe location. 

As long as the list of words is backed up on paper or in other physical form, you can enter it into any compatible software or hardware wallet to recover your assets. 

If your device were to fall into the hands of a third party, a PIN number will prevent them from accessing your funds.

As long as you have your 12, 18 or 24 word seed, you can enter it into any compatible software or hardware wallet and recover your assets.

Bluetooth connection in hardware wallets like Ledger Nano X or Coolwallet is encrypted, so there’s no need to be worry.


The Ledger Nano S is compatible with Windows (7+), Mac (10.9+) and Linux.

If you are using a Windows 7, you will need to finalize the update on another device. Once the firmware is updated, the device is fully compatible with Windows 7.

Ledger Nano X -unlike Nano S-  features Bluetooth, so can be easily connected to your smartphone (iOS, Android) or your desktop (with USB-c cable).
Ledger Nano X has more capacity than Nano S, so you can install more apps on it at the same time.

If you get stuck anywhere in the update process, first try the following steps:

1. Close Chrome and all other applications (crypto wallets, Geth, Parity, Mist, Bitcoin Core, etc).

2. Turn OFF VPN and anti-virus.

3. Quit, reinstall and restart the Ledger Manager.

4. Change the USB-cable if possible.

5. Restart the computer.

6. Try another computer.

7. Try the update at a later time (sometimes the Ledger servers are busy).

if the problem still remains, please contact us.

this often means the USB cable is not fully inserted. Simply disconnect and reconnect the USB cable.