An unexpected replacement device should be handled as an order-record and device-state check. The goal is not to question a channel, but to confirm whether the order record, packaging state, device screen, and Ledger Wallet context support the same next step.
Order record should be reviewed before setup
Record the package information, order reference, sender path, and any included note. Then compare those details with the known order or support entry before connecting the device or starting setup.
The entry verification checklist helps compare source path, order context, device state, and local record.
Packaging and device screen describe the state
Check packaging condition and what the device screen shows: welcome flow, PIN request, recovery phrase step, update prompt, or connection prompt. Those observations should be written down before the user decides whether to continue.
- Record order reference and packaging state.
- Compare the device screen with expected setup flow.
- Keep backup words and PIN values out of package photos or messages.
Setup boundary depends on the screen and app context
If the device enters setup, Ledger Wallet context should align with the screen. The recovery phrase explainer is the reference for why backup words must remain private during setup.
Finish with an order-and-state decision
Close with order record, package observation, device state, Ledger Wallet context, and final decision. That keeps the article operational without turning arrival differences into channel anxiety.
