Trezor Support
How to Contact Trezor Support
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Trezor Support will help troubleshoot any problems with Trezor hardware wallets and associated SatoshiLabs software. Operating throughout the year, our support team are happy to help with any support ticket completed through the Trezor Help Center.
There’s now a new home for the Trezor community on Trezor Forum. Search for threads about technical questions and get help from other users’ queries and answers from official SatoshiLabs moderators.
Please do not reach out via social media or email, it will be much quicker to contact us by opening a ticket. As soon as you receive an email confirmation from us, your ticket is in the queue. We will continue to notify you on a regular basis about the current status of your ticket until you are connected with a member of Trezor support.
If, after several hours, you have not received a confirmation that your ticket was received, please check your spam folder. You will always receive a reply once you open a ticket. If you do not find the confirmation email in your spam folder, please re-submit the ticket and check there are no mistakes in the email address.
To help us address your issue faster, there are some easy steps you can take. When creating a new support ticket, please refer to the guide below.
How to describe your issue in a support ticket.
By giving us a clear description of your problem and the workarounds you have already tried, please make sure you include the following information when submitting a ticket:
1. Summarise the problem. E.g. “Trezor Suite does not recognize my connected device”.
2. If the issue is technical, please give context and explain how to reproduce it:
- What are you trying to do when the problem occurs?
- Does it happen consistently across different operating systems, devices or browsers? Which ones have you tried?
- What Trezor device are you using and what firmware version is installed?
- What Trezor software are you using?
3. Describe any steps you have taken to resolve the problem. E.g. “I have tried three different USB cables and made sure the USB was fully inserted. I have downloaded and installed the latest version of Trezor bridge.”
- For problems with a transaction, please provide the transaction ID. You can find this in each transaction’s detail view in Trezor Suite.
- For problems with an order, please provide your order ID. This will be included in your order confirmation email.
Find out which versions of firmware and bridge you are using by visiting our Technical support troubleshooter and unlocking your device.
You will receive an automated reply once your ticket has been added to our support system. When a support team member has picked it up, you will be notified. Please, do not send multiple report tickets for the same issue.
Check your spam folder if you do not receive an automated reply after opening a support ticket.
Alternatives to contacting Trezor support
The only official and secure way to receive personal support for your Trezor devices or software is through the Trezor Help Center. There, you will be taken through a troubleshooter that will help you resolve many common issues, without needing to wait for a response.
If your issue is not answered by the troubleshooter, open a support ticket using the following links:
Trezor Wiki is another extensive resource which will answer many questions relating to Trezor, Bitcoin, and cryptocurrencies. Visit the Trezor user portal to access the Trezor user manual and find answers to frequently asked questions regarding orders, warranties and more. For example:
- How do I reset my Trezor PIN?
- How do I receive a payment on my hardware wallet?
- Why hasn’t my package arrived yet?
More experienced users may benefit from documentation available via our GitHub.
What data might Trezor Support ask for?
For security reasons, make sure you check you are not sharing unnecessary confidential or sensitive information when you contact Trezor support.
Trezor Support may ask for sensitive information such as:
- An email address used for the order
- The order number
- Order shipping details including a name and an address
- A public key (XPUB) may help, but we respect your right not to share it
Trezor Support will never ask you for private information such as:
- Recovery seed words
- Passphrase
- PIN
- Or for remote access to your computer
What‘s the difference between sensitive and private information?
Anything that can be used to personally identify you as is sensitive information. Things like your phone number, date of birth, or Social Security Number are common types of sensitive information. Your public key (XPUB) is also sensitive, as it can be used to deduce your identity by revealing the account’s transaction history.
Private information is data that should not be shared with anyone, outside of a select few trusted individuals. Trezor staff will never ask for any form of confidential data.
How long will it take us to reply?
Recently, there has been a significant increase in the amount of support queries and replies may take longer than the few days it took in the past. Please note that any delay you may experience is due to a combination of factors, including the pandemic, the holiday season and a large increase in orders due to Bitcoin’s market advance. We are working hard to serve all of our customers personally rather than refer them elsewhere, and will restore service to expected levels as soon as possible.
What are SatoshiLabs doing to improve support response times?
We are increasing the size of our support team, and have onboarded many new colleagues already. As we continue to train new support team members, response times will improve and return to the standard our community has long appreciated.
Through investment into new tools and process automation, we are now able to address more tickets per day. New and upcoming features updates will also implement improvements that will directly lead to a reduced number of support tickets.
Be patient, we will reply to your ticket. Please do not open multiple tickets.
Creating multiple tickets only increases the volume of inquiries we need to handle, they will each be assigned to the same case. The same applies if you open new tickets from different email accounts. If the issue is identified as related to another open ticket, your tickets will be combined. By opening multiple tickets, response times will be much longer for everyone including yourself.
Please be assured that we do not ignore support tickets. Once they are in our system they will receive a reply. We appreciate your support and patience at this time; we are doing our best to alleviate any backlog and ensure everyone is kept up to date on the current status of their ticket.
