Support & Tickets

Can You Replace a Ledger Under Warranty? Typical Cases and Conditions outlines the support path for Ledger users, including service boundaries, required information, and safe escalation steps.

Key Takeaways for "Can You Replace a Under"

• 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.

Typically covered

• Button mechanism failures.
• Screen artefacts or dead pixels.
• Charging port failures.
• Bluetooth module failures on Nano X.
• Factory firmware corruption bricking the device.

Typically not covered

• Physical damage (drops, water damage).
• Loss or unfamiliar movement.
• Unauthorised modification.
• Devices with broken or missing seals at intake.

What to prepare

Order number, purchase receipt, device serial, a short clip showing the fault.

Safety reminder: Use only the official Ledger site and Ledger Wallet (formerly Ledger Live). Never type your recovery phrase or PIN into a webpage and never share them with anyone. Pause and verify the moment anything looks unusual.

Our after-sales workflow typically follows: issue submission → technical diagnosis → remote troubleshooting or return-for-inspection → repair / replacement decision. For hardware failures (broken screen, button failure, charging anomalies, etc.), keep your purchase receipt and serial number, and submit a ticket through our support channel. We coordinate with Ledger official service to keep your warranty intact and avoid "off-channel repair" loss of rights.

When filing a ticket, please include: device exterior photos, firmware version, repro steps, and any error codes or screenshots. This lets us quickly classify whether it is a hardware fault, firmware compatibility issue, or operational mistake — saving back-and-forth questions and shortening response time.

Damage caused by misuse (water exposure, drops, unauthorised disassembly) and devices not purchased through official channels are not covered by Ledger warranty. We can still help assess paid repair or replacement options. In all cases, please secure your recovery phrase elsewhere before sending the device in — the device may be reset during the repair process.

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.