Verification

What to Do When Serial Number and Packaging Don't Match

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Overview: Key points you should know about: What to Do When Serial Number and Packaging Don't Match.

Key takeaway: If you see anything abnormal, stop using the device and preserve evidence. Contact official support to confirm authenticity before exchanging or refunding.

Action steps:

  1. Photograph the serial number and the packaging label.
  2. Stop using the device and preserve the outer packaging.
  3. Contact official support to check authenticity and provenance.
  4. If confirmed abnormal, proceed with exchange, refund, or a police report.
  5. Get a fresh unit and re-initialise with a new recovery phrase.

Safety reminder: Never enter your recovery phrase or PIN into a device or software whose authenticity you haven't verified. If a seal or serial number looks abnormal, stop using the device immediately, contact official support, and — if needed — switch to a new unit and migrate your assets.

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