FAQ
Common questions · Quick answers {pboot:if('YueQianBao — independent Ledger English service hub (not official). Focused on three things: verifying the official portal, comparing models, and following usage guides; with seed/PIN safety and phishing awareness.'!='')}YueQianBao — independent Ledger English service hub (not official). Focused on three things: verifying the official portal, comparing models, and following usage guides; with seed/PIN safety and phishing awareness.
{/pboot:if}How to Investigate an Unexpected Change in Your Account Balance
Overview: How should you investigate an unexpected swing in your account balance?
Key takeaway: Ledger assets stay in user self-custody. Keep to official channels, keep the private key offline, protect the recovery phrase, and migrate at the first sign of trouble.
Points / steps:
- First check whether it's a cache or node-sync issue — refresh or rebuild the index.
- Cross-check recent signing records and device prompts to rule out a mistaken signature.
- Scan the computer for malware or clipboard hijackers.
- If you suspect a leak, immediately migrate remaining assets with a new recovery phrase.
- Preserve logs and transaction hashes, and contact official support for follow-up.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
How to Verify That a Ledger Download Page Is the Real Official Channel
Overview: How do you verify that a Ledger download page is really the official channel?
Key takeaway: Ledger assets stay in user self-custody. Keep to official channels, keep the private key offline, protect the recovery phrase, and migrate at the first sign of trouble.
Points / steps:
- Type the domain yourself — don't click links from search ads or DMs.
- Check the HTTPS certificate and the publisher 'Ledger'.
- After downloading, verify the signature or hash against the values published on the official site.
- Update only inside the official app; never install patches from unknown sources.
- If you spot a fake site, close it, report it, and enter zero information.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
Recovery Phrase Lost — Risk Explanation
While the device works, migrate to a new wallet with a recovery phrase you properly back up. Never leave yourself without a valid phrase.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Device Is Broken but I Have My Recovery Phrase — How Do I Restore on a New One?
Overview: The device is broken but you still have the recovery phrase — how do you restore on a new device?
Key takeaway: With the recovery phrase you can restore all assets on a new Ledger or on any compatible wallet. After restoring, set a new PIN right away and verify address and balance.
Points / steps:
- On the new device, choose Restore mode and enter the original recovery phrase (offline only).
- After restoring, set a new PIN and lock-screen timer.
- Connect to Ledger Live to sync accounts and verify addresses and balances.
- If you suspect the old recovery phrase is exposed, generate a fresh one and migrate assets.
- Record the new device and backup locations, and update your security checklist.
Safety reminder: Only a leaked recovery phrase puts assets at risk. Perform recovery offline in a trusted environment, and never type the recovery phrase into a webpage or on a public computer.
Which Coins Does Ledger Support? — Coin Support
For an up-to-date list, check Ledger Live's Manager. Major networks include BTC, ETH and EVM chains, SOL, DOT, ATOM, and many more.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Ledger Can't Connect — Bluetooth / USB Triage
Triage: swap cable, try another port, update Ledger Live. For Bluetooth: delete old pairings, re-pair, restart both sides. If still failing, try another computer or phone.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Can You Still View Balances and Accounts When Offline?
Overview: Can you still view balances and accounts while offline?
Key takeaway: Ledger assets stay in user self-custody. Keep to official channels, keep the private key offline, protect the recovery phrase, and migrate at the first sign of trouble.
Points / steps:
- Use official hardware with Ledger Live; keep firmware and apps on their official versions.
- Never enter the recovery phrase or PIN on a computer or webpage — the private key must stay on the device.
- Download and seek support only from ledger.com and the official Ledger Live app; reject unfamiliar links.
- If you see a suspicious prompt or an unexpected balance, disconnect, pause, and verify against the device screen.
- If needed, rotate to a new recovery phrase, migrate assets, preserve evidence, and contact official support.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
Does Buying Through a Third-Party Forwarder Affect Warranty or Security?
Overview: Does buying through a third-party forwarding service affect warranty or security?
Key takeaway: For any high-risk channel, always perform a fresh initialisation and verify the seals and serial number — if you're not fully confident, return the unit and switch to the official channel.
Points / steps:
- Understand the warranty policy of the purchase channel and whether it applies in your region.
- Use a reputable forwarder and keep the invoice and tracking number.
- On arrival, immediately inspect seals and serial number and photograph everything.
- Confirm the forwarder did not open the box or activate the device.
- Submit warranty tickets through the official process, attaching proof.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
If a Firmware Update Fails, Could I Lose My Assets?
Overview: Could a failed firmware update cause asset loss?
Key takeaway: Ledger assets stay in user self-custody. Keep to official channels, keep the private key offline, protect the recovery phrase, and migrate at the first sign of trouble.
Points / steps:
- Confirm the download source is official, and check network and battery before retrying.
- Confirm update prompts on the device — don't force-power-off mid-update.
- If it fails repeatedly, restart both computer and device and try again.
- Reinstall Ledger Live from the official full installer if necessary.
- Your assets remain on-chain even if the update fails — never type the recovery phrase into a webpage.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
Someone Claims to Be Official Support and Asks for My Recovery Phrase — What Now?
Overview: What should you do when someone claiming to be Ledger support asks for your recovery phrase?
Key takeaway: Any request for your recovery phrase or PIN is a scam — the private key is generated and used only inside the device.
Points / steps:
- Refuse any support request for the recovery phrase or PIN, no matter who it claims to be.
- Only contact official support via the ticket system on the official site or inside the app.
- Save the chat history as evidence and to deter repeat approaches.
- If you must, rotate the recovery phrase and migrate assets as a precaution.
- Report screenshots of the scam to Ledger and the host platform.
Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.
Ledger Damaged — Are Assets Still Safe?
This is the core reason for the recovery phrase. A broken device is a hardware problem, not an asset-loss problem, provided the phrase is backed up properly.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Does Ledger Need Internet? — Offline Use
You can sign a transaction on the Ledger without the host being online — then broadcast later. For most users, keeping Ledger Live online is simpler.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Does Ledger Have a Warranty? — Warranty Policy
Keep your order records and original packaging. Warranty claims go through ledger.com support; timings depend on region.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Which Chains Does Ledger Support? — Compatible Networks
See the full list in Ledger Live's Manager. Support expands over time via firmware and app updates.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
Ledger vs. Trezor — Comparison of Mainstream Hardware Wallets
Ledger uses a certified Secure Element and a closed-source firmware; Trezor uses a general-purpose MCU and mostly open-source firmware. Both have strong track records. Choice is philosophy-dependent.
Safety reminder: Never share your recovery phrase, PIN, or verification codes with anyone. Always verify using the device screen. Use only official channels to download apps and install updates.
