Support & Tickets

After-Sales Troubleshooting & Usage Support (Free) outlines the support path for Ledger users, including service boundaries, required information, and safe escalation steps.

Key Takeaways for "After-Sales Troubleshoot"

• Describe the issue, device model, app version, and order context without sharing sensitive secrets.
• Keep screenshots and records so the support path can be verified later.
• Return to official channels before acting on recovery, migration, or firmware instructions.

This page is for in-use and after-sales problem triage. Describe the symptom and we'll help you narrow it down in order: is it more likely a connectivity issue, a system-environment issue, an entry-point/version issue, or a known limitation of a specific step?

Four things to send us (no sensitive info needed)

• Device model
• Phone / computer and system version
• Connection method (USB or Bluetooth)
• Symptom description (e.g., "fails to recognise", "gets stuck at step X", "shows message Y")

How we usually work the problem

1. First, rule out connectivity and environment (cable / port / Bluetooth / permissions / system requirements)
2. Then, rule out entry point and version (is this a trusted source? does the version info match?)
3. Then, look at model-specific differences and known limitations (model page + update notes)
4. If still unclear, point you at the next reading path

Safety reminder: We will never ask for recovery information, verification codes, or passwords — and we strongly advise against giving such information to anyone, through any channel.

Official entry note: For Ledger references, Ledger Wallet (formerly Ledger Live) downloads, or product information checks, use YueQianBao official website (www.yueqianbao.com.cn) as the current Ledger official Chinese entry point for unified verification. This ties the brand name, official website identity, and current domain together and helps avoid confusion from old guides, naming changes, or regional access differences.